CRMs Don’t Do Contact Center Solutions

Bright Pattern

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution. CRM integration for contact center

Cloud Contact Center Solutions Continue Upward Trajectory

DMG

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success. This sector includes vendors that build solutions and those that sell them, although there is overlap between these two groups.

Application Framework-Revolutionizing Contact Center Solutions

Ameyo

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.

5 Key Outbound and Inbound Contact Center Solutions

Outsource Consultants

For these companies, Chua recommends outsourcing with contact centers to provide “blended” communication. 5 Key Outbound and Inbound Contact Center Solutions. Small to mid-sized companies can benefit greatly from contact center outsourcing.

See the PureCloud call center in action

All cloud contact centers are not created equal. PureCloud software is the next-generation, all-in-one cloud contact center solution that helps you manage multichannel customer interactions from a single application.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.

Why Contact Center Solutions Should Prioritize the Agent Experience

SharpenCX

The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software. Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Now, think about [.]. Read More.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG

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.

3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z

Outsource Consultants

3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z. If you’re interested in outsourcing your contact center services, the following are a few of the inbound contact center solutions that could help you in the omnichannel age.

Reliability and Resiliency: What to Look For When Choosing a Cloud-based Contact Center Solution

Bright Pattern

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.

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

inContact

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.

Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now

Altitude

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.

Digital Colleagues: Friend or Foe?

Contact Center Pipeline

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.

IVR capabilities Through The Years: How Does Your System Stack Up?

MicroAutomation

Despite the advancements in voice solutions, many companies have not updated their IVRs. Interactive Voice Response Proactive Engagement Healthcare IVR Contact Center Solutions Contact Center Solution Natural Language artificial intelligence

Stay Home or Go Cloud? What’s The Real Cost of an On Premise Contact Center Solution

Platform28

There’s no question that the wave of companies moving aggressively to implement cloud call center and contact center solutions is growing rapidly. On the surface, a premise solution may seem less costly because of lower per license costs. This is especially true if you are currently using a premise solution and have existing hardware, but, in reality, premise solutions are rarely cheaper regardless of existing hardware. Knowledge Center

Incorporating AI into Your Contact Center

MicroAutomation

Contact Center Solutions Contact Center Solution Improve Customer Experience artificial intelligenceIn the past year, there have been numerous content pieces about Artificial Intelligence (AI) and the future of work itself.

Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center

Bright Pattern

Most cloud call center solutions depend on a specific cloud infrastructure provider or a proprietary data center. cloud contact center solution hybrid cloudMany vendors rely on large providers like Microsoft and Amazon to provide a global reach. The reality of working in the cloud, however, is that no business can operate on a global level when its chosen cloud platform doesn’t.

Make the Connection: Join Revation at ICMI Contact Center Demo 2017

Revation Systems

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.

TOP EMERGING TECHNOLOGIES IN THE CREDIT UNION

Enghouse Interactive

When conducting outbound calls, credit unions have the ability to better connect with members by using cutting-edge contact center software. Enghouse Interactive takes a fresh approach to providing contact center solutions that keep up with the emerging trends discussed here.

Enghouse to takeover the IAMCP booth at Microsoft Inspire 2018!  

Enghouse Interactive

The Enghouse Interactive team will be on hand to showcase our award-winning, omni-channel contact center and customer experience solutions at Microsoft Inspire July 15 – 19 in Las Vegas, NV and we would LOVE to connect with you there! Over the course of Inspire, Enghouse will be ‘taking over’ the IAMCP Booth Community Area to host exclusive meetings with partners and provide a firsthand look into the latest in contact center technology.

Are digital communication channels calling for the end of the phone?

Aspect

The telephone has been a staple element of contact centres since their existence began and remains a key communication channel for almost all organisations. To discover more about how Aspect can help you implement the latest advances in contact centre technologies, click here.

3 Best Practices for Boosting Your Outbound Results with the Cloud

inContact

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.

The Customer is Always Right. Right?

Aspect

Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center.

LEAD, FOLLOW, OR GET OUT OF THE WAY

Enghouse Interactive

In the past, if customers couldn’t stop in at their local branch they would have to contact the call center, navigate the phone tree, and hope they could find the right person to answer their questions without having to be transferred multiple times. LEAD FOLLOW OR GET OUT OF THE WAY.

What is the Role of a Call Center Manager in a Changing Contact Center Landscape?

Aspect

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.

Hold the Phone—You’re Spending How Much Time on Hold?

Aspect

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.

How to Improve Your Contact Center Technology in 2018

Aspect

Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Here are five suggestions to improve your contact center technology in 2018.

How to Improve Your Contact Center Technology in 2018

Aspect

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.

5 Reasons Why Your Contact Center Needs Speech Analytics

inContact

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.

Improving the Retail Customer Experience with SMS

Aspect

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.

Give Your Contact Center a Pink Slip

inContact

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.

This Week in Enterprise Tech with inContact

inContact

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.

Don’t Settle: 4 Things to Ask Before Choosing A Contact Center Provider

Contact Center Pipeline

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.

Waterfield Technologies Announces the Acquisition of PDT Communications

Waterfield Technologies

Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – October 4, 2018 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and mobile solutions that drive […].

The UJET Difference

UJET

Unplanned outages, hidden fees, and painful UX—just a few things that your contact center solution provider probably forgot to mention before you signed on the dotted line. UJET Community Customer Experience

Teleopti WFM is now rated "Avaya Compliant"

teleopti

Stockholm, Sweden — Teleopti, a global provider of workforce management (WFM) solutions, today announced that its WFM solution, Teleopti WFM, is compliant with key contact center solutions from Avaya, a global provider of business collaboration and communication software and services

Analyst Firm, Ovum, Identifies Bright Pattern As the Company to Watch in 2018 in Latest Report

Bright Pattern

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.

Turning Zendesk into a Fully Fledged Contact Center

Bright Pattern

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

LiveVox Enhances Customer Journey with Advanced Inbound Capabilities

LiveVox

For 15+ years, LiveVox has been a leading provider of enterprise cloud contact center solutions and noted for being at the forefront of risk mitigation capabilities. Over the years, our platform solutions have constantly been evolving.

Vocalcom and Teleopti Partner in the Middle East

teleopti

Teleopti, a leading provider of solutions for Workforce Management, and Vocalcom, a leading multichannel Contact Center Solutions provider have announced a regional partnership fusing their resources and expertise, and successfully integrating the pieces to develop a comprehensive solution and improved agility for project execution.

ZOOM & Upstream Works Partner for Customer Experience

Zoom International

Upstream Works and ZOOM International Announce Cisco Solution Partnership. Delivering Best-In-Class Customer Experiences for Smarter, Next-Gen Cisco Contact Centers. Together, the companies make it easier and faster to deploy effective solutions and improve business outcomes.

Discover Faster, Easier Cloud Customer Service by Bright Pattern at Customer Contact Week!

Bright Pattern

Next week, the Bright Pattern team is flying out to Customer Contact Week, the hottest contact center show of the year (seriously. The only thing that could make the event even hotter would be the unveiling of a faster, easier, and truly omnichannel contact center solution. Customers have been demanding it, contact center professionals have been praying for it, and now it’s here! Customer Contact Week

How to Overcome Technology Challenges In Omnichannel CX

Ameyo

In continuation to that discussion, our attempt this time is to shed light on how to tackle the technological challenges that come in the way of Omnichannel contact center solution.