Expert insights. Personalized for you.
Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry. For many companies starting to evaluate new CCaaS solutions, leaders are the first place they look to create a shortlist of options. MORE
Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider. Rather than keeping callers on hold – a commonly cited pain point for contact centers – issues can be resolved immediately. MORE
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 centerCRMs like Salesforce, Zendesk, and even ServiceNow are ticketing/case management workhorses, allowing businesses to store customer profiles, identify sales opportunities and leads, track service issues, manage campaigns, and see a customer’s journey from day 1 to now. MORE
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. MORE
BOCA RATON, FL (June 10, 2019) – CallCabinet, a leader in cloud-based call recording, quality assurance, and AI analytics has further elevated its carrier and enterprise solutions through its partnership with Call Journey, a leading pioneer in conversation analytics. CallCabinet’s new feature offering combines its years of expertise in engineering seamless, secure, and compliant call recording solutions with Call Journey’s market-leading conversation analytics technology. MORE
As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution. Their contact center agents manage mostly inbound, sales and service related enquiries. MORE
Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction. Call center efficiency refers to the ratio of how well agents support customers in relation to the total amount of energy they expend completing the tasks. Operating an efficient contact … Most Efficient Ways to Manage Contact Center Solutions Read More ». MORE
Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. The cloud contact center is the future, and the … Why Businesses are moving to the Cloud Contact Center Solutions in South Africa? Read More » The post Why Businesses are moving to the Cloud Contact Center Solutions in South Africa? 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. contact center software call center software solution Application Framework MORE
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.” MORE
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). Clearly, if implemented with excellence, these solutions can resolve many issues without human interaction. So let’s talk more about how contact centers need to strike the right balance with their investment in the human side of the equation. MORE
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. MORE
Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Stereo Recording with Webex Contact Center . MORE
Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. MORE
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. MORE
Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting. MORE
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. Newsroom Product Updates call center solution omnichannel call center Ameyo updateTo help our customers and partners always stay ahead in the CX game, our motto at Ameyo is to improve and update our software constantly. MORE
Karl Walder | Vice President of Innoivation at NobelBiz | Contact Center Technology Company Published on March 18, 2019 In today's Contact Center Ecosystem it can be overwhelming determining which service provider will be able to offer a product to fit your needs. Here are a few basic questions to ask yourself when evaluating your current service provider [ ] The post Are you with the right Contact Center Solution Provider? MORE
The post Trivago Hotel Relations Confirms Talkdesk Chosen for new Contact Center solution appeared first on Talkdesk. It’s summertime and we all know that means it’s time to take vacations! I’m heading to Europe for a vacation in June and I’m sure many of you have booked your vacations too. While the United States remains the most popular destination for summer travel overall, travel to international destinations continues to increase. MORE
There are many good reasons why outsourced contact center solutions have become such an integral part of today’s economy, used by businesses of all sizes and across all industries. Call Center Outsourcing outsourced call center solutionsChief among these reasons is the simple fact that offering a superior customer experience (CX)—the kind that truly builds the kind of customer satisfaction and loyalty […]. MORE
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. MORE
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service. MORE
For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. To help, we just released the Contact Center Cloud Technology Quick Guide. MORE
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. Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution. MORE
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. MORE
As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions. MORE
The post Omnichannel Contact Center Solutions: What Is It appeared first on Global Response. Over the years, customer service has evolved from outgoing sales calls to simple phone support to two-way communication with customers over a variety of methods. With customers constantly searching for quick and more. Global Response Blog Technology and Security MORE
“One of the most important measurements used to quantify call center performance is customer satisfaction,” Working Solutions CMO Gail Rigler believes. The post How to Build Customer Loyalty with On-demand Contact Center Solutions appeared first on Working Solutions. Because hopefully a happy customer is a loyal customer—one who buys more of your product, but also refers new customers through their personal and social networks.” MORE
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. MORE
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. Inbound contact centers can make sure your customers can receive 24/7 customer experience through email. Need an inbound contact center to provide high-quality customer service? MORE
The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. Obviously, perfect is in the eyes of the beholder, but there has to be a way of creating a contact center solution that is omni-channel, easy to provision, set up, install, implement and operate. 6/3/2019. By Donna Fluss. MORE
Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries – a company strategy since the start of the business. MORE
The post Proven Benefits Of Contact Center Solution In Healthcare Industry appeared first on Ameyo. contact center software HealthcareThere’s no denying that the patients seek utmost support from hospitals and diagnostic labs at times of emergency. So, does it tell us that only emergency cases should be taken care of? MORE
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. MORE
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group. MORE
The Challenge The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store experience. Selecting a Solution With focus on this future growth, PGA TOUR Superstore selected the 3CLogic and ServiceNow natively-integrated contact center solution to support the company no matter how large it gets. MORE
For these companies, Chua recommends outsourcing with contact centers to provide “blended” communication. The idea of a blended contact center refers to inbound and outbound services across all communication channels and the agents having access to all of this within their own workstations and CRM desktops. 5 Key Outbound and Inbound Contact Center Solutions. Small to mid-sized companies can benefit greatly from contact center outsourcing. MORE
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of. Advantages of the Cloud Call Center Best Practices CRM Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact Platform MORE
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. Given the complexity of most contact centers, it’s next to impossible for agents to remember everything necessary to handle diverse inquiries. Artificial intelligence is a game-changer for contact centers and back-office departments. MORE
Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them. Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today. MORE
contact center solutions Related Topics Global Response
DECEMBER 30, 2020
The post Omnichannel Contact Center Solutions: What Is It appeared first on Global Response. Over the years, customer service has evolved from outgoing sales calls to simple phone support to two-way communication with customers over a variety of methods. With customers constantly searching for quick and more. Global Response Blog Technology and Security
DMG Consulting
JULY 1, 2019
The Ideal Contact Center Solution. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. Obviously, perfect is in the eyes of the beholder, but there has to be a way of creating a contact center solution that is omni-channel, easy to provision, set up, install, implement and operate. 6/3/2019. By Donna Fluss.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NICE inContact
APRIL 2, 2020
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
NICE inContact
APRIL 3, 2020
Call Center Best Practices Advantages of the Cloud Customer ExperienceAetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.
Ansafone
APRIL 9, 2019
Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction. Call center efficiency refers to the ratio of how well agents support customers in relation to the total amount of energy they expend completing the tasks. Operating an efficient contact … Most Efficient Ways to Manage Contact Center Solutions Read More ».
DMG Consulting
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.
|
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.
3CLogic
JULY 21, 2020
As the global impact of COVID-19 continues, a vast majority of enterprise organizations are accelerating their cloud adoption plans – this is especially true for customer-facing departments and call center teams still tethered to legacy and on-premise solutions.
Cisco - Contact Center
SEPTEMBER 17, 2020
Last month I shared some exciting new capabilities with Webex Contact Center, our award-winning contact center as a service (CCaaS) for small and large contact centers. Stereo Recording with Webex Contact Center .
DMG Consulting
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. Given the complexity of most contact centers, it’s next to impossible for agents to remember everything necessary to handle diverse inquiries. Artificial intelligence is a game-changer for contact centers and back-office departments.
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. contact center software call center software solution Application Framework
|
NICE inContact
OCTOBER 25, 2019
Even as Bridgevine , a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform. With CXone, Bridgevine’s contact centers are now unified and have immediate and complete reporting.
Outsource Consultants
JUNE 5, 2018
For these companies, Chua recommends outsourcing with contact centers to provide “blended” communication. The idea of a blended contact center refers to inbound and outbound services across all communication channels and the agents having access to all of this within their own workstations and CRM desktops. 5 Key Outbound and Inbound Contact Center Solutions. Small to mid-sized companies can benefit greatly from contact center outsourcing.
NICE inContact
OCTOBER 29, 2019
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Ultimately moving to NICE inContact’s unified CXone cloud CX platform and its contact center software solutions would be pivotal for Radisson Hotel Group.
NobelBiz
MARCH 18, 2019
Karl Walder | Vice President of Innoivation at NobelBiz | Contact Center Technology Company Published on March 18, 2019 In today's Contact Center Ecosystem it can be overwhelming determining which service provider will be able to offer a product to fit your needs. Here are a few basic questions to ask yourself when evaluating your current service provider [ ] The post Are you with the right Contact Center Solution Provider?
Ameyo
MARCH 18, 2019
The post Proven Benefits Of Contact Center Solution In Healthcare Industry appeared first on Ameyo. contact center software HealthcareThere’s no denying that the patients seek utmost support from hospitals and diagnostic labs at times of emergency. So, does it tell us that only emergency cases should be taken care of?
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. Newsroom Product Updates call center solution omnichannel call center Ameyo updateTo help our customers and partners always stay ahead in the CX game, our motto at Ameyo is to improve and update our software constantly.
DMG Consulting
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.
Talkdesk
MAY 29, 2019
The post Trivago Hotel Relations Confirms Talkdesk Chosen for new Contact Center solution appeared first on Talkdesk. It’s summertime and we all know that means it’s time to take vacations! I’m heading to Europe for a vacation in June and I’m sure many of you have booked your vacations too. While the United States remains the most popular destination for summer travel overall, travel to international destinations continues to increase.
Ameyo
SEPTEMBER 15, 2019
Successful businesses choose innovation and they invest in contact center technology that keeps up with the customer service standards. The cloud contact center is the future, and the … Why Businesses are moving to the Cloud Contact Center Solutions in South Africa? Read More » The post Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?
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.
Aria Solutions
JULY 8, 2019
Throughout our 22 years of experience, Aria’s developed a methodology that we use to help our clients achieve unified customer engagement centers. In our last blog, I discussed common contact center challenges and shared how four organizations overcame them. Those challenges — siloed technologies, inflexible infrastructure, introducing or maintaining multiple channels, limited agent visibility — are some of the most common obstacles facing contact centers today.
VocalCom
JULY 16, 2020
Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. Simplify agents manage more than 400,000 phone calls per month, from their contact centers or with agents working remotely in different countries – a company strategy since the start of the business.
NICE inContact
OCTOBER 29, 2019
But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of. Advantages of the Cloud Call Center Best Practices CRM Customer Experience Multi-channel Contact Center NICE inContact CXone Omnichannel Using the NICE inContact Platform
NICE inContact
OCTOBER 25, 2019
Even as Bridgevine, a premier provider of technology and marketing solutions, continued to partner with a growing portfolio of trusted brands. It enable explosive revenue for those partners, its four global contact centers (three are offshore business process outsourcers, or BPOs) were operating separately within an outdated AT&T platform.
Talkdesk
NOVEMBER 14, 2017
Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry. For many companies starting to evaluate new CCaaS solutions, leaders are the first place they look to create a shortlist of options.
Working Solutions
JULY 2, 2019
There are many good reasons why outsourced contact center solutions have become such an integral part of today’s economy, used by businesses of all sizes and across all industries. Call Center Outsourcing outsourced call center solutionsChief among these reasons is the simple fact that offering a superior customer experience (CX)—the kind that truly builds the kind of customer satisfaction and loyalty […].
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. Inbound contact centers can make sure your customers can receive 24/7 customer experience through email. Need an inbound contact center to provide high-quality customer service?
NICE 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.”
Call Journey
JUNE 11, 2019
BOCA RATON, FL (June 10, 2019) – CallCabinet, a leader in cloud-based call recording, quality assurance, and AI analytics has further elevated its carrier and enterprise solutions through its partnership with Call Journey, a leading pioneer in conversation analytics. CallCabinet’s new feature offering combines its years of expertise in engineering seamless, secure, and compliant call recording solutions with Call Journey’s market-leading conversation analytics technology.
NICE 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. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider. Rather than keeping callers on hold – a commonly cited pain point for contact centers – issues can be resolved immediately.
Working Solutions
NOVEMBER 27, 2018
“One of the most important measurements used to quantify call center performance is customer satisfaction,” Working Solutions CMO Gail Rigler believes. The post How to Build Customer Loyalty with On-demand Contact Center Solutions appeared first on Working Solutions. Because hopefully a happy customer is a loyal customer—one who buys more of your product, but also refers new customers through their personal and social networks.”
Serenova
APRIL 26, 2019
For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. To help, we just released the Contact Center Cloud Technology Quick Guide.
3CLogic
NOVEMBER 22, 2018
The Challenge The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store experience. Selecting a Solution With focus on this future growth, PGA TOUR Superstore selected the 3CLogic and ServiceNow natively-integrated contact center solution to support the company no matter how large it gets.
VocalCom
MAY 13, 2020
As retail stores close and contact center staff are no longer able to work on site, many companies must find innovative and flexible ways to meet increased customer service demand while protecting the health of their employees. Beter Bed chooses Vocalcom Salesforce Edition Cloud Contact Center Solution. Their contact center agents manage mostly inbound, sales and service related enquiries.
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.
NICE 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. Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution.
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). Clearly, if implemented with excellence, these solutions can resolve many issues without human interaction. So let’s talk more about how contact centers need to strike the right balance with their investment in the human side of the equation.
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.
40 
Let's personalize your content