Cloud Contact Center Solutions Improve Relationships between Business and IT


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.

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


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


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.

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.

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.

How to Improve Your Contact Center Technology in 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.

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


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.

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


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.

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.

Improving the Retail Customer Experience with SMS


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.

3 Best Practices for Boosting Your Outbound Results with the Cloud


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.

5 Reasons Why Your Contact Center Needs Speech Analytics


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


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


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.

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.

 Is Virtual the Next Reality for Contact Centers?


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.

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.

How to Prevent Call Center Agents Fatigue by using Workforce Management Solutions


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.

What Do Consumers Expect from Your Chatbot?


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.

BPO Giant Webhelp Relies on NICE inContact for Omnichannel Capabilities


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

Sharpen Technologies launches new programming language to bring complete customization to customer service.


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.

The Top Five “Must Have” Contact Center Phone System Features


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.

What we learned at Enterprise Connect!


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.

The High Cost of a Bad Review


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.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost


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.

5 Common Customer Complaints That Don’t Have to Exist in 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.

Are contact centers making the right chatbot decisions?

Call Center Coach

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.

Bright Pattern Simplifies Omnichannel Workforce Management with Pipkins Integration


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.

Top 3 Trends in Contact Centers Today

Call Center Coach

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.”

The New Face of Contact Center Is Intelligent, Easy and Instant


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.

Choosing a Contact Center Provider that Fits Your Needs


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 Leaders: If You’re Not Early You’re Late


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.

Importance of the Contact Center on Full Display for Hurricane Relief


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.

Interactive Voice Response – What it is, What it does, Where it’s going


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.

Your Communications System is Determining Your Future


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

Small Call Centers Go Big with Speech Analytics

Call Center Coach

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.

Mobile Self-service Modernizes Your WFM

Call Center Coach

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.

SaaS or Managed Contact Center? Soon There Could Be a Better Option


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