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CRMs Don’t Do Contact Center Solutions
Bright Pattern
SEPTEMBER 20, 2018
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
contact center solutions Related Topics 
“Smart” contact center solutions that use artificial intelligence
DMG
NOVEMBER 13, 2018
Question: I keep hearing about “smart” contact center solutions that use artificial intelligence. Artificial intelligence is a game-changer for contact centers and back-office departments.
Building Contact Center Solutions for Modern Businesses
Noble Systems
JANUARY 8, 2019
In the 2nd part of a Q&A with CUSTOMERZONE360, Editor Erik Linask and Noble’s VP of Marketing Lee Allum discuss maximizing the value of your contact center to both your customers and your company, and how your technology stack can be a big difference-maker. “Contact center technology is shifting from reactive to proactive to improve the customer experience.” Building Contact Center Solutions for Modern Businesses.
Application Framework-Revolutionizing Contact Center Solutions
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.
Cloud Contact Center Solutions Continue Upward Trajectory
DMG
MAY 15, 2018
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.
Ameyo Updates: Omnichannel Contact Center Solution to Improve CX
Ameyo
MAY 3, 2018
This time around, we would like to share some interesting updates for Ameyo Omnichannel Contact Center Platform that will improve agent performance significantly and take customer engagement to a whole new level.
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5 Key Outbound and Inbound Contact Center Solutions
Outsource Consultants
JUNE 5, 2018
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.
Using Personality Mapping to Generate an ROI Unheard of for Contact Center Solutions
VocalCom
DECEMBER 17, 2018
In the context of customer experience, this means giving customers the understanding and support they need when contacting a business. Predictive behavioral routing brings numerous benefits to the contact center and your business. This can further lead to the optimization of other contact center KPIs, such as improved first contact resolution and reduced average handling times.
Cloud Contact Center Solutions Improve Relationships between Business and IT
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.
Why Contact Center Solutions Should Prioritize the Agent Experience
SharpenCX
JULY 23, 2018
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.
Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions
inContact
SEPTEMBER 11, 2018
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes.
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Optimum CX: Strike the right balance of AI and other new contact center solutions and investing in the human interaction
Robert Davis
OCTOBER 24, 2018
Today we read a lot about artificial intelligence (AI) and other new solutions in the contact center marketplace that providers claim will help improve the customer experience (CX). Contact us at 678-259-9290 or info@robertcdavis.net. By Brad Baumunk , President and COO.
Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel
inContact
OCTOBER 22, 2018
Building for the Future: CX in the Cloud is packed with real world lessons learned from a panel of seasoned contact center experts. What better way to learn about the benefits of moving contact center technology to the cloud than from the companies employing these solutions. Companies like TechStyle benefit from the flexibility offered by cloud-based solutions. “You have to constantly reinforce the cloud-based solution.”
3 Omni-Channel Contact Center Solutions to Help Your Company Serve Gen Z
Outsource Consultants
AUGUST 14, 2018
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
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.
NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution
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.
Why Digital Transformation Means That Contact Center Solutions Are for Everyone Now
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.
Waterfield Technologies Announces the Acquisition of Digital DataVoice
Waterfield Technologies
DECEMBER 4, 2018
Together Delivering Innovative Contact Center Solutions Tulsa, Oklahoma – December 4, 2018 –Waterfield Technologies (WTI), an industry leading technology organization focused on the delivery of customer experience applications in and […].
IVR capabilities Through The Years: How Does Your System Stack Up?
MicroAutomation
JULY 24, 2018
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
DECEMBER 1, 2016
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
Digital Colleagues: Friend or Foe?
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.
Incorporating AI into Your Contact Center
MicroAutomation
MARCH 9, 2018
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.
Do I Need Better Reports Or An Analytics Dashboard?
MicroAutomation
NOVEMBER 20, 2018
This is the perfect time of year to ask, "In a world full of data, are you getting the insight you need to effectively manage your contact center?" Contact Center Solutions
Why You Need More Than One Cloud Platform for Your Global Cloud Contact Center
Bright Pattern
MARCH 7, 2018
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.
It´s The Most Wonderful - And Busiest - Time Of The Year
Altitude
NOVEMBER 21, 2018
Customer Journey Customer Experience Black Friday Cyber Monday Customer Service customer loyalty workforce management contact center solution Contact Center multichannel omnichannel empower agents FCR Agent Desktop security CCNG Customer Contact Central Altitude
Make the Connection: Join Revation at ICMI Contact Center Demo 2017
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.
3 Best Practices for Boosting Your Outbound Results with the Cloud
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.
The Customer is Always Right. Right?
Aspect
SEPTEMBER 12, 2017
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.
TOP EMERGING TECHNOLOGIES IN THE CREDIT UNION
Enghouse Interactive
JUNE 29, 2018
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
JULY 13, 2018
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.
What is the Role of a Call Center Manager in a Changing Contact Center Landscape?
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.
Are digital communication channels calling for the end of the phone?
Aspect
JUNE 6, 2018
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.
LEAD, FOLLOW, OR GET OUT OF THE WAY
Enghouse Interactive
JUNE 26, 2018
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.
Hold the Phone—You’re Spending How Much Time on Hold?
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.
How to Improve Your Contact Center Technology in 2018
Aspect
JANUARY 10, 2018
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
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.
5 Reasons Why Your Contact Center Needs Speech Analytics
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.
Give Your Contact Center a Pink Slip
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.
Improving the Retail Customer Experience with SMS
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.
This Week in Enterprise Tech with inContact
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.
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