INDUSTRY INSIGHTS YOUR PEERS ARE READING
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? MORE
Agents should never rush service interactions just to meet target contact center metrics. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Experience Call center Contact Center contact center software Facebook Mobile Multichannel Omnichannel Social Twitter MORE
Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. Enterprises of all sizes are adopting cloud-based contact center systems and applications. MORE
Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software. MORE
How contact centers can save money with cloud computing. workforce management cloud contact center software amazon connect call center software CRM Call Scripter IT cloud computing cloud, savings, 8x8 InContact savings budget development customer service experience MORE
As we continue to disrupt the industry with our software license free business model and award-winning platform, we have added an additional payment option for the convenience of our clients. contact center software contact centers cloud contact center software credit card customer service experience CSAT Cryptocurrency bitcoin payment options MORE
Contact center market keeps on upgrading on a regular basis to support businesses to stay relevant and competitive. This leads to high infrastructure costs, loss of time and a lot of effort in customization and contacting the support teams every single time for making any up-gradation. MORE
According to Frost and Sullivan, 73% of customers who were contacted proactively and had a positive experience with the agent felt a positive change in their perception toward the company. While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact. Offering your customers quick and efficient service is likely to win their satisfaction. MORE
For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. Here are five tips for achieving first contact resolution and truly satisfying your customers. Agents should not fear spending too much time with a customer: It’s always better to spend more time on one interaction that resolves the problem, rather than forcing an unsatisfied customer to contact your company several times. MORE
As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time. But the reality is nearly all people encircles a dangerous client experience wherever we’ve got waited long hours in call center queues and have still taken off with unresolved queries. Moving to omnichannel contact center model involves a seamless and consistent arrange. MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Omnichannel Customer Journey Call center Cloud Contact Center contact center software Customer engagement Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter Zendesk MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service. MORE
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo. MORE
What are the most frequent reasons customers contact your brand for service? To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. When social media began to play a serious role in customer service a few years back, some wondered if this was just a passing trend. MORE
Time Lost Cannot Be Regained In the contact center, time is everything. Stronger L ead M anagement and High Contact Rate With lead management software integration, predictive dialers may organize data all in one place. MORE
Human contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Chat Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Effortless Live chat Mobile Multichannel Omnichannel Zendesk MORE
Charles Callari contact center Fenero Marlon Williams CEO cloud contact center software VP of Business Development Promotion Annoucement Awards Judson Noel COOCharles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer. MORE
Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments. MORE
Ask the customer if he would be willing to respond to the survey, and then send it on the channel of contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Service Call center Cloud Contact Center contact center software Customer Experience Multichannel Omnichannel Zendesk MORE
A SaaS (Software as a Service), open architecture with robust APIs ensures organizations can unite systems and operations across the enterprise that impact the customer experience. I’ve had a few interactions recently with customer service departments. None of them have been noteworthy. MORE
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Service Call center Contact Center contact center software Customer Experience Multichannel Omnichannel ZendeskCustomers have so many ways to engage with brands these days. But which channels really serve them best? MORE
The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Contact Center Software Customer Experience Customer Service English/US personalization personalized customer service MORE
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Service Call center Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Facebook Multichannel Omnichannel Social Surveys Twitter ZendeskWhat makes customers loyal? MORE
A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data. MORE
Contact CenterYou're only as good as the tools in your toolbox. MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Text messaging Twitter Zendesk MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk MORE
In the contact center, time is everything. With lead management software integration , predictive dialers may organize data all in one place. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Contact center costs are greatly reduced when a predictive dialer is used. Ultimately, customers are more satisfied when contacted via a predictive dialer. MORE
The contact center is, without question, an intense environment. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. When customers are routed to agents through an IVR menu, these agents need to be able to manage inbound contacts efficiently. MORE
When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center. MORE
Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer. MORE
contact center contact center software contact center technologySince the early 2000s , the economy of Bangladesh has consistently grown at an annual pace of 6%. MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. MORE
Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? The U.S. MORE
Sometimes customers are contacting you because they want to speak to a real person. The best way to design a great IVR system is by assessing the reasons customers make contact. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. IVR systems can be a blessing or a curse for customers in a hurry. MORE
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty. MORE
The National Federation of the Blind notes that there are more than 7 million visually impaired adults in the United States. In its survey of preferences of screen reader users, non-profit organization WebAIM (Web Accessibility In Mind) found that many working-age visually impaired adults are unemployed or underemployed; however, people with higher levels of screen reader proficiency and Internet proficiency are more likely to be employed. Visually Impaired MORE
The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. In order to earn a Top Rated badge for Contact Center Software, products must be in the top tier of the category with 10 or more reviews and ratings. MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Multichannel Omnichannel Self-Service Visual IVR Zendesk MORE
Contact center software solutions evolve to keep in pace with changing tech and customer patterns. Social media is just indispensable and, in response, contact centers may opt for CRM based software with social media integration which separates it from the CC solution. MORE
While this story might seem irrelevant, there’s a simple truth here for all contact center leaders. By integrating cutting-edge contact center solutions into your organization, you’ll be able to defend your turf and provide the high-level of service expected by all consumers today. MORE
In the contact center industry, omni-channel has often been incorrectly talked about as a product or solution, instead of correctly positioned as a strategy where the goal is to have customers enjoying a consistent experience regardless which channel they start and finish on. MORE
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR Zendesk MORE
When a customer makes contact, chatbots may collect data in order to decide what the next step should be. If a customer needs to discuss an issue in-depth or uses emotional language in his initial contact, it’s best to offer human assistance. A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. Many brands believe that chatbots are key to modernizing customer service. MORE
Contact center software Related Topics 
Call Center Coach
MAY 15, 2017
Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software.
Hodusoft
OCTOBER 28, 2018
Contact center software solutions evolve to keep in pace with changing tech and customer patterns. Social media is just indispensable and, in response, contact centers may opt for CRM based software with social media integration which separates it from the CC solution.
Hodusoft
SEPTEMBER 16, 2018
As a contact center head, your success depends upon however well you satisfy your customers’ omnichannel desires and drive consistent, measurable productivity over time. But the reality is nearly all people encircles a dangerous client experience wherever we’ve got waited long hours in call center queues and have still taken off with unresolved queries. Moving to omnichannel contact center model involves a seamless and consistent arrange.
UJET
SEPTEMBER 14, 2018
Contact CenterYou're only as good as the tools in your toolbox.
DMG
OCTOBER 10, 2017
Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. Enterprises of all sizes are adopting cloud-based contact center systems and applications.
Tenfold - Contact Center Blog
MAY 21, 2018
The reviewers have spoken, and Tenfold has earned the 2018 Top Rated award for Contact Center Software from TrustRadius. In order to earn a Top Rated badge for Contact Center Software, products must be in the top tier of the category with 10 or more reviews and ratings.
Bright Pattern
MAY 24, 2018
The National Federation of the Blind notes that there are more than 7 million visually impaired adults in the United States. In its survey of preferences of screen reader users, non-profit organization WebAIM (Web Accessibility In Mind) found that many working-age visually impaired adults are unemployed or underemployed; however, people with higher levels of screen reader proficiency and Internet proficiency are more likely to be employed. Visually Impaired
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Aspect
FEBRUARY 6, 2018
While this story might seem irrelevant, there’s a simple truth here for all contact center leaders. By integrating cutting-edge contact center solutions into your organization, you’ll be able to defend your turf and provide the high-level of service expected by all consumers today.
Fenero
JUNE 24, 2018
How contact centers can save money with cloud computing. workforce management cloud contact center software amazon connect call center software CRM Call Scripter IT cloud computing cloud, savings, 8x8 InContact savings budget development customer service experience
Aspect
NOVEMBER 5, 2018
Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud?
Aspect
OCTOBER 3, 2018
A SaaS (Software as a Service), open architecture with robust APIs ensures organizations can unite systems and operations across the enterprise that impact the customer experience. I’ve had a few interactions recently with customer service departments. None of them have been noteworthy.
Aspect
SEPTEMBER 27, 2017
The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.
Aspect
OCTOBER 25, 2017
When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center.
|
|
Fenero
JULY 13, 2017
Charles Callari contact center Fenero Marlon Williams CEO cloud contact center software VP of Business Development Promotion Annoucement Awards Judson Noel COOCharles Callari promoted from Vice President of Customer Development to Fenero’s Chief Operations Officer.
Ameyo
AUGUST 16, 2018
Contact center market keeps on upgrading on a regular basis to support businesses to stay relevant and competitive. This leads to high infrastructure costs, loss of time and a lot of effort in customization and contacting the support teams every single time for making any up-gradation.
VocalCom
NOVEMBER 12, 2018
A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data.
VocalCom
NOVEMBER 5, 2018
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Service Call center Contact Center contact center software Customer Experience Multichannel Omnichannel ZendeskCustomers have so many ways to engage with brands these days. But which channels really serve them best?
VocalCom
SEPTEMBER 24, 2018
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Live chat has long been an ideal channel for offering proactive customer service. When customers are browsing your website, offering them immediate assistance can mean the difference between customer attrition and loyalty.
Aspect
NOVEMBER 7, 2018
In the contact center industry, omni-channel has often been incorrectly talked about as a product or solution, instead of correctly positioned as a strategy where the goal is to have customers enjoying a consistent experience regardless which channel they start and finish on.
Aspect
OCTOBER 2, 2018
The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Contact Center Software Customer Experience Customer Service English/US personalization personalized customer service
Ameyo
APRIL 18, 2018
contact center contact center software contact center technologySince the early 2000s , the economy of Bangladesh has consistently grown at an annual pace of 6%.
VocalCom
SEPTEMBER 10, 2018
To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Service Call center Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Facebook Multichannel Omnichannel Social Surveys Twitter ZendeskWhat makes customers loyal?
Aspect
SEPTEMBER 18, 2017
Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.
Fenero
JULY 11, 2018
Gone are the days where you have to find a location to house your agents and sign a long-term lease for call center space. Now are the days where you need to spend time to find a partner that can help you set up your virtual call center in under an hour and without any upfront CapEx. Gone are the days where you have to go to your personal banker to take out a loan to purchase an expensive PBX or a dialer.
Aspect
DECEMBER 5, 2017
Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? The U.S.
VocalCom
MARCH 26, 2018
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Digital Customer Engagement Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Multichannel Omnichannel Self-Service Visual IVR Zendesk
VocalCom
OCTOBER 29, 2018
Agents should never rush service interactions just to meet target contact center metrics. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Experience Call center Contact Center contact center software Facebook Mobile Multichannel Omnichannel Social Twitter
VocalCom
OCTOBER 24, 2017
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR Zendesk
VocalCom
OCTOBER 8, 2018
What are the most frequent reasons customers contact your brand for service? To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. When social media began to play a serious role in customer service a few years back, some wondered if this was just a passing trend.
VocalCom
OCTOBER 22, 2018
According to Frost and Sullivan, 73% of customers who were contacted proactively and had a positive experience with the agent felt a positive change in their perception toward the company. While you do not want to hassle them regularly with phone calls, it’s perfectly fine to send surveys after a service interaction on the channel of contact. Offering your customers quick and efficient service is likely to win their satisfaction.
VocalCom
JANUARY 22, 2018
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation.
VocalCom
FEBRUARY 19, 2018
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Omnichannel Customer Journey Call center Cloud Contact Center contact center software Customer engagement Customer Experience Customer Service Facebook Multichannel Omnichannel Social Twitter Zendesk
VocalCom
JANUARY 29, 2018
For this reason, first contact resolution, or FCR, remains a critical metric for contact centers to monitor. Here are five tips for achieving first contact resolution and truly satisfying your customers. Agents should not fear spending too much time with a customer: It’s always better to spend more time on one interaction that resolves the problem, rather than forcing an unsatisfied customer to contact your company several times.
VocalCom
FEBRUARY 5, 2018
Human contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Chat Cloud Contact Center contact center software Customer loyalty Customer satisfaction Customer Service Effortless Live chat Mobile Multichannel Omnichannel Zendesk
VocalCom
MARCH 19, 2018
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Text messaging Twitter Zendesk
VocalCom
MARCH 12, 2018
The contact center is, without question, an intense environment. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. When customers are routed to agents through an IVR menu, these agents need to be able to manage inbound contacts efficiently.
VocalCom
JANUARY 1, 2018
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. These days, most companies recognize the importance of mobile optimization for the customer experience. Indeed, as customers increasingly use their smartphones on the go, brands must offer mobile-friendly sites and easy ways to obtain customer service.
Hodusoft
JULY 23, 2018
Time Lost Cannot Be Regained In the contact center, time is everything. Stronger L ead M anagement and High Contact Rate With lead management software integration, predictive dialers may organize data all in one place.
VocalCom
MARCH 5, 2018
Ask the customer if he would be willing to respond to the survey, and then send it on the channel of contact. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Service Call center Cloud Contact Center contact center software Customer Experience Multichannel Omnichannel Zendesk
VocalCom
OCTOBER 15, 2018
Sometimes customers are contacting you because they want to speak to a real person. The best way to design a great IVR system is by assessing the reasons customers make contact. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. IVR systems can be a blessing or a curse for customers in a hurry.
VocalCom
FEBRUARY 27, 2018
When a customer makes contact, chatbots may collect data in order to decide what the next step should be. If a customer needs to discuss an issue in-depth or uses emotional language in his initial contact, it’s best to offer human assistance. A recent Twilio study found that 9 out of 10 consumers want to use messaging programs to contact brands. Many brands believe that chatbots are key to modernizing customer service.
VocalCom
DECEMBER 18, 2017
In the contact center, time is everything. With lead management software integration , predictive dialers may organize data all in one place. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times. Contact center costs are greatly reduced when a predictive dialer is used. Ultimately, customers are more satisfied when contacted via a predictive dialer.
VocalCom
NOVEMBER 27, 2017
To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk
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