Serenova

JUNE 6, 2019

Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help. The answer is yes.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

DECEMBER 11, 2019

The vendors are offering out-of-the-box interfaces to make it easier to integrate cloud-based solutions with all types of contact center applications. The cloud-based delivery model is the future of contact center solutions,” said Donna Fluss, President of DMG Consulting LLC.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2016 to$1,655.3

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Enghouse Interactive

FEBRUARY 9, 2021

In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Graphical agent/supervisor dashboards help share knowledge and gamification increases overall agent performance.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

DMG Consulting

MARCH 31, 2019

The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. For more information, visit www.dmgconsult.com. # # #.

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Consulting Consulting Contact Center Marketing 48

NobelBiz

MARCH 23, 2022

In this article, we’ll show you how to calculate the ROI of your contact center system and analyze your investment, costs, as well as how to choose a technology provider. How to determine the ROI for a Contact Center Solution? How to determine the ROI for a Contact Center Solution?

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

MARCH 23, 2023

Interactive Voice Response, or IVR, is necessary for every contact center. The IVR is configured to lead the user to a self-help guide that answers their query, a human agent who can solve their problem, or a pre-recorded voice message. In this article, we look at the ten best IVR solutions.

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Interactive Voice Response call center solutions CRM Contact Center 52

3CLogic

JANUARY 5, 2022

Contact centers have come a long way over the last couple of decades, nearly unrecognizable to an agent from the 1990s. While using social media, chat, and email to communicate with customers was unimaginable at that time, these channels are now essential for delivering a positive customer experience for a modern-day enterprise.

Contact Center 52

Contact Center Interactive Voice Response Technology Agent Empowerment 52

Noble Systems

MARCH 11, 2019

In recent years, many companies that are focused on improving customer experience have moved their contact center operations to the cloud. And how can they be sure that the cloud contact center will accomplish what they set out to do? Here are the top five advantages of moving contact centers to the cloud.

Customer Experience 69

Customer Experience Cloud contact Contact Center Gamification 69

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. Are your customers happy? How are you tracking customer satisfaction and customer experiences?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

JustCall

APRIL 24, 2023

Convoso Overview Convoso is a one-of-a-kind contact center software with an added gamification twist. AI agent An NLP-enabled virtual agent can be deployed to support customers, which lets your reps focus on critical tasks. Talkdesk also integrates with third-party platforms like: Zendesk Slack Salesforce, etc.

voip 52

voip CRM Enterprise Call Center 52

DMG Consulting

MAY 7, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. The KM market has come alive in 2018.

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Consulting Consulting Marketing Management 48