Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

How Contact Center Software Can Change Your Business


What comes to your mind when somebody says ‘call center’? Every business needs a call center to optimize their day-to-day business. . However, if your business is receiving plenty of calls every day, then you need contact center software.

Omnichannel Contact Center Software For Business is a Must Have Interactive Communication Tool


The good old days are over when businesses could dictate terms to buyers and it is customers who are courted left, right and center. The solution to delivering delightful customer experience is omnichannel contact center software with a measure of intelligence.

Contact Center Software for Transportation Industry


Customer satisfaction and great customer experience is the essence of success for any organization. When a business has a large volume of calls, sometimes it is difficult to manage the superior customer experience for all customers on call.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

How Social Media Channels In Contact Center Software Help to Enhanced Customer Experience


Customer satisfaction occupies center stage. Call centers need to adapt to changing trends to delight customers. Social media integration in contact center software can help drive better experience. Customers expect fast action.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. The program offers buyers of technology a list of offerings to consider in their pursuit of digital transformation to p rovide the best capabilities to drive leading customer service. Covering Customer Facing Applications.

Talkdesk Named to Constellation ShortList for Cloud Customer Service & Contact Center Software


We are happy to announce that Talkdesk was named to the Constellation ShortList™ for Cloud Customer Service & Contact Center Software in Q3 2018. With enterprise class performance and a consumer-like ease of use, Talkdesk allows companies to make customer experience a competitive advantage. The post Talkdesk Named to Constellation ShortList for Cloud Customer Service & Contact Center Software appeared first on Talkdesk.

How RMC used software to increase its contact center conversions by 75%


How RMC used Convoso to increase contact center conversions by 75% Get the case study to learn more about the Convoso features that helped RMC increase conversions by 75%. Resource Marketing Corp (RMC) was looking to maximize its contact center’s lead and agent efficiency.

The Unexpected Key to Your Financial Services Contact Center Success


The Key to Your Financial Services Contact Center Success You probably already know that customer experience is now a primary focus for financial services enterprises. The post The Unexpected Key to Your Financial Services Contact Center Success appeared first on Livevox.

Using Big Data to Create Exceptional Customer Experiences


Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them.

Contact Center Agents: The Key to Great Customer Experiences


The most successful companies treat their customers as both rational and emotional beings. Customers want seamless brand experiences, expect rapid service, and look for the best deals possible. Here are five ways to empower your contact center agents.

5 Innovative Ways to Personalize the Customer Experience


Building relationships with customers begins with personalization. When companies tailor each customer experience to the needs of the individual, they are able to foster the kind of loyalty that makes these customers recommend the brand to others.

Solving the Most Common Call Center Problems (IT’s Perspective)


Building a call center is a tricky business since the agents are the frontline, the first point of contact for customers who are in a fix or prospects who are looking to explore your product or service.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. A channel, to be clear, means a communication vehicle that a customer/member/etc. Why not offer up your customers information that saves them from speaking to an agent?

Making Life Easy with Configurable Call Center Software


What is the first thing that comes to your mind when I say customer care or customer support? Let me just go on a limb and guess – Call center? Am I close or am I close?

You Don’t Need Tom Brady to Make it to the Super Bowl


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.

Conversations’19 Tour Reaches Zambia and Zimbabwe


We have been on a world tour with our Global Event Series – “Conversation’19 – The Ultimate Customer Engagement Event.” call center contact center conversations 19 customer engagement call center software contact center software customer experience event user conference

How AI is Transforming the Mobile Customer Experience


In particular, mobile customer service and commerce have seen tremendous transformations, enabling customers to receive assistance and make purchases effortlessly. Here are five hot trends that will help you engage your mobile customers wherever they are. For example, many companies ask customers to mark their favorite products, and this data later helps AI determine products of interest. Automated customer service. Stronger customer service communications.

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration


Traveling the globe to meet with customers gave Patrick the opportunity to listen and really hear first-hand observations and feedback from the people who use our products every day. By listening to our customers we will be guided, as a supplier to build our customers the right things.

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5 Ways to Wow – The Power of Proactive & Predictive Customer Care

Upstream Works

Earning a customer’s loyalty is the name of the game with customer experience management today. It’s a highly competitive marketplace – with a fickle customer landscape. And it’s a positively herculean undertaking to make an impression that keeps customers coming back. .

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management.

How to Measure Customer Experience


We’re continuing our Definition Series of re-introducing and explaining industry terms in <400 words with explaining how to measure customer experience. Customer Experience is all about expectation management. Agent Experience Customer Experience

Automate Hotel Telephony to Improve the Customer Experience

Noble Systems

With the resurgence of the American travel industry, the customer experience provided by travel agencies and hotels is just as important as it has ever been. This is where contact center technology starts to show its worth.

7 Trends Shaping the Customer Experience in 2019


When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. While artificial intelligence and personalization continue to rank high on the list of brand priorities in this new year, a greater push for digital transformation as well as a demand for secure experiences will dominate as well.

Convince Your Boss: It’s Time for Digital Transformation


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.

6 Essential Rules for Customer Experience Design


Designing great customer experiences begins with truly knowing your customers. While surveys reveal valuable insights about their needs, a global view of customer emotions and expectations across all channels is the real key to offering the services and products they want. Here are six essential rules for designing great experiences that reflect your customers’ needs. Create customer journey maps. Assess customer feedback to improve service.

ACE 2019 Recap: Aspect Master Program


Contact Center Software Customer Experience English/US Workforce ManagementIf you missed ACE 2019 last week you may have been suffering from some serious #FOMO (fear of missing out).

Contact Center and CRM: A Galactic Merging


Contact center software and CRM software have been on a slow collision course for decades. It’s not hard to understand why: They both deal with customer communication so the boundary was destined to get blurry. VPs & Directors of Customer Experience.

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AI: 4 Key Benefits for the Customer Experience


When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. However, artificial intelligence has the capacity to deliver more than just direct customer service. Here are four main benefits AI can offer your customers.

How Important is Customer Service to Organizations?


Meanwhile, large-scale advertising as well as widespread use of the Internet have made customers more aware than ever of substitute products and services they can buy, leading to greater price competition. Many organizations are now seeing the customer experience as the key to profitability.

The Four Competencies of Customer Experience: Build the Foundation of a Great Customer Experience by Connecting Purposeful Leadership and Engaged Employees


It’s easy to say that the focus of your service is your customer. Everyone wants happy customers. But, as your company grows and changes, customers can, unintentionally, get pushed to the back burner. Agent Experience Customer Experience

Winning the CX Iron Throne


In many ways, this is similar to the fierce competition that exists between customer-focused businesses in the real world – albeit without the violence! However, it’s not just a recognisable brand that makes a successful customer experience. Winning the CX Iron Throne.

How to Optimize Your Omnichannel Strategy


To perfect your customer experiences, it’s necessary to determine in advance how channels should be used, who will manage them, and how they can be tested for efficiency. Do many customers call you for service? Let customers know how to contact you.

Stop Taking the Scenic Route with your Customers: How Business Digital Transformation Puts an End to Disjointed Customer Experiences 


Hey already frustrated customer, thanks for reaching out. First, we’re going to drive by our most notable monument, unsorted mounds of customer data. Customer Experience UncategorizedHop in the convertible and let’s go for a ride.

The Role of Emotions in the Customer Experience


When it comes to customer retention, emotions play a decisive role. Companies that consider and act upon the feelings of customers at different points along the sales journey are more likely to win loyalty. According to Customer Think, 63% of customers with positive feelings about a company will remain loyal, while 74% will go a step further and advocate for the brand. Anticipate customer emotions in different situations.

Your 2019 Guide to Moving Your Call Center to the Cloud


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? Is Securing Customer Data a Priority?

10 Must Haves for Cloud-Based Customer Engagement Platforms


I’ve had a few interactions recently with customer service departments. We hear a lot about bad customer service experiences because of the outrage they trigger. The post 10 Must Haves for Cloud-Based Customer Engagement Platforms appeared first on Aspect Blogs.

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6 Tips for an Excellent Live Chat Experience


For immediate assistance, live chat remains a preferred customer channel. According to Customer Think, 92% of customers are satisfied using live chat as compared to other communication channels. Here are six tips for providing your customers an excellent live chat experience.

Black Friday is Over—How Did Your Contact Center Stack Up?


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. What did you learn about your customers? What about their customer journey has been unsatisfactory.