DMG

OCTOBER 26, 2017

Cloud Contact Center Solutions Improve Relationships between Business and IT. The purpose of this blog post is to debunk the myth that IT resources are not needed when contact center infrastructure solutions – automatic call distributors (ACDs), dialers, interactive voice response systems (IVRs)/intelligent virtual assistants (IVAs) –move to the cloud. IT is needed regardless of whether a contact center solution is on-premise or in the cloud.

contact center solutions 40

contact center solutions Cloud contact Contact Center Interactive Voice Response 40

inContact

JANUARY 10, 2018

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world.

contact center solutions 52

contact center solutions Cloud contact Multichannel Analytics 52

Altitude

NOVEMBER 29, 2017

social media Contact Center Customer Experience Chat start-ups Digital Transformation SME’s ecommerce voice CCNG Customer Contact CentralEvery day, start-ups and other innovative businesses are coming up with new business models that highlight how digital transformation is changing sales, marketing and customer service in all industries.

contact center solutions 46

contact center solutions Sales Marketing Contact Center 46

Bright Pattern

NOVEMBER 16, 2017

With so much of technology services moving to the cloud, how do contact center managers plan for reliability and resiliency in their CC operations Today’s customers require 24/7 access to answers, whether through voice, email, chat, IM, or self-service.

contact center solutions 47

contact center solutions Self service Technology Contact Center 47

Contact Center Pipeline

OCTOBER 4, 2017

Technology agent experience automated contact center solutions call center contact center customer support chatbots digital agentsIt might be time for some of us in the customer service industry to start dusting off our resumes.

Customer Service 231

Customer Service contact center solutions Chatbots Customer Support 231

Aspect

JANUARY 10, 2018

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Fortunately, you can still capitalize on customer data with emergent contact center solutions to enable you to deliver targeted and personal experiences effectively.

Real estate 52

Real estate Technology Chatbots Contact Center 52

Aspect

DECEMBER 13, 2017

But this is an important lesson for contact center leaders nonetheless. To more about how your contact center can get rid of busy signals with innovative contact center solutions, click here. The average American today lives to a ripe old age of 78.

Wait times 59

Wait times Advertising Travel Analytics 59

Aspect

AUGUST 16, 2017

I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions.

Contact Center 64

Contact Center Call Center Management Education 64

Revation Systems

SEPTEMBER 14, 2017

Is your contact center concerned about the increasing need to satisfy growing consumer demand for seamless, omni-channel communications? Also, be sure to ask how your contact center can include fee-free billing and leading security with our HITRUST SOC 2 Type 2 certified solution.

Contact Center 52

Contact Center Cloud contact contact center solutions Customer Service 52

Aspect

JANUARY 15, 2018

Our eBook, Your Retail Business Can Do Better, 5 Ways SMS Can Drive More Profitable Customer Engagement , shares more details how SMS captures consumers’ attention, and uncovers additional solutions you can implement to improve the customer experience.

Customer Experience 56

Customer Experience Surveys Marketing Technology 56

inContact

APRIL 5, 2016

Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

Best practices 70

Best practices Sales Accountability contact center solutions 70

inContact

MAY 10, 2016

Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Most contact centers sample 1% or less of their total call volume.

Analytics 75

Analytics Contact Center Contact center software Coaching 75

inContact

AUGUST 2, 2016

A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

Contact Center 67

Contact Center Technical Support Benchmark Contact center software 67

inContact

MARCH 23, 2016

Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If If you think about the whole contact center market, there is a big market out there for contact center seats. Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr.

Enterprise 53

Enterprise At home agents Marketing Technology 53

Contact Center Pipeline

MAY 10, 2017

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution is no easy task.

Contact Center 162

Contact Center contact center solutions Technology Call Center 162

Bright Pattern

FEBRUARY 1, 2018

Historical Cloud Contact leaders are being joined by a set of new entrants. Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report. omnichannel contact centerThe cloud transition continues to turn tables.

Multichannel 57

Multichannel Cloud contact contact center solutions Marketing 57

Bright Pattern

DECEMBER 19, 2017

A growing number of businesses are looking at turning Zendesk into a complete contact center solution, not just a support and ticketing system.

contact center solutions 71

contact center solutions Contact Center 71

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.

Contact Center 144

Contact Center Chatbots contact center solutions Technology 144

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.

contact center solutions 104

contact center solutions Contact center software Marketing Customer Experience 104

Aspect

SEPTEMBER 6, 2017

In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. If contact center leaders fail to provide a working environment that eases agent fatigue, a number of serious problems may arise.

Management 174

Management Call Center contact center solutions Technology 174

Aspect

OCTOBER 4, 2017

As artificial intelligence (AI) technology continues to advance, contact center leaders are able to deploy chatbots with increasingly human-like behavior to give customers more personalized support.

Chatbots 154

Chatbots contact center solutions Personalization Self service 154

inContact

JANUARY 31, 2018

The company continues to rely on its partnership with NICE inContact today as the single contact center solution that spans the entire globe. Advantages of the Cloud Customer Experience Multi-channel Contact Center

Multichannel 72

Multichannel outsourcing contact center solutions Analytics 72

SharpenCX

OCTOBER 19, 2017

19, 2017) – Sharpen Technologies, a contact center platform with an agent-first focus, today announces the launch of.CX, a new programming language that empowers companies to provide complete customization in customer service. In conjunction with the Sharpen platform,CX enables companies to build custom contact center solutions for voice, text and data [.]. appeared first on Sharpen Contact Center Software. INDIANAPOLIS (Oct.

Contact center software 40

Contact center software contact center solutions Contact Center Technology 40

inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 86

Contact Center contact center solutions Multichannel Best practices 86

8x8

APRIL 7, 2017

Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Do any functional teams in your organization have a need for basic contact center functionality? What types of capabilities do you believe are important in a contact center solution for teams? You can read about our solution to this problem here.

Enterprise 40

Enterprise contact center solutions Surveys Government 40

Aspect

FEBRUARY 27, 2018

Given these figures, it becomes increasingly clear that contact center leaders today must consider it a primary function to protect the company’s reputation and bottom line by directly engaging and diffusing hostile online communications. You can’t make all people happy all of the time.

Chatbots 132

Chatbots Contact center software Education Coaching 132

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.

Cloud contact 119

Cloud contact Customer centricity Contact Center contact center solutions 119

Aspect

MARCH 21, 2018

Given the availability of innovative contact center solutions today, there is no reason that these 5 complaints even need to be uttered again. But that doesn’t mean they want to talk to every agent in your contact center. Your customers know best.

Coaching 78

Coaching contact center solutions Metrics Personalization 78

Call Center Coach

SEPTEMBER 11, 2017

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. AI chatbots can support your contact center agents too.

Chatbots 260

Chatbots Contact Center Coaching contact center solutions 260

Pipkins

MAY 16, 2017

Bright Pattern, leading provider of omnichannel cloud contact software integrates with Pipkins to enable the complete contact center solution, including WFM. Louis, MO Bright Pattern , omnichannel contact center vendor partners with Pipkins , leading supplier of workforce management (WFM) software and services to the contact center industry, providing sophisticated scheduling and forecasting technology.

contact center solutions 40

contact center solutions Cloud contact Management Contact center software 40

Call Center Coach

SEPTEMBER 26, 2017

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” AI is making the contact center agent a more valued organizational asset.”

Contact Center 176

Contact Center Employee engagement Coaching contact center solutions 176

8x8

MAY 16, 2017

For small businesses and companies with teams of informal and non-traditional contact centers – such as sales, collections, marketing, human resources, recruiting and help desks – using complex contact center solutions for customer engagement can be daunting, especially when they lack internal expertise and resources. 8x8 ContactNow – The Intelligent and Easy-to-Use Contact Center Solution for Teams.

contact center solutions 40

contact center solutions Contact Center Analytics Sales 40

West

DECEMBER 5, 2016

If you’re like many companies, you’re considering either an update or a complete upgrade of your contact center solution. You’re undoubtedly facing budgetary pressure, which means you need to implement the right solution the first time. Contact center capabilities.

contact center solutions 52

contact center solutions Contact Center Consulting Consulting 52

Aspect

APRIL 11, 2018

Begin using advanced metrics and predictive solutions now so you can develop a baseline for data-driven strategies to be deployed down the road. Early adopters in the contact center industry set the pace of change.

Chatbots 52

Chatbots contact center solutions Contact Center Metrics 52

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. We’d like to take a moment to highlight a few contact center operations that have shown a commitment to helping out those impacted by these recent calamities.

Contact Center 148

Contact Center Government contact center solutions Call Center 148

inContact

NOVEMBER 20, 2017

Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. The advantages of IVRs for call centers are well known. Like many trends that first caught on in personal interactions, the trend is starting to migrate to the contact center. Interactive voice response (IVR) has been a staple of customer service for many years.

Interactive Voice Response 93

Interactive Voice Response Self service contact center solutions Analytics 93

8x8

MARCH 20, 2018

Take for example what typically happens when you call into a contact center. With that in mind, today we launched a new integrated communications solution we call the X Series Platform. 8x8 News Unified Communications Contact Center Featured

Enterprise 52

Enterprise contact center solutions Analytics Technology 52

Call Center Coach

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.

Analytics 174

Analytics Call Center Coaching contact center solutions 174

Call Center Coach

AUGUST 18, 2017

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. I was able to rapidly see the benefit of using the rapid response of mobile self-service in WFM exception processing (and more) when I met Taylor Pack from Branch Messenger at Call Center Week.

Self service 166

Self service Coaching contact center solutions Enterprise 166

West

SEPTEMBER 29, 2017

So you’ve decided to move your contact center to the cloud. But there are a few more choices to make, including which solution is right for you: SaaS or managed services. These have long been the two options available when it comes to contact center solutions.

SaaS 52

SaaS contact center solutions Contact Center Management 52