Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). In this necessarily – mobile contact center world , that’s not a surprise.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Enghouse Interactive

JUNE 9, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Lots of companies are exploring how to use Artificial Intelligence (AI), Microsoft Teams, Unified Communications (UC), and Video to meet the ever-increasing expectations of their customers, and by extension, how better to engage with their partners, suppliers, and even their own internal people. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 29, 2021

These tools can also translate speech to text, which can be quickly searched to find a specific word or phrase in audio, digital, or video streams, enabling “problem interactions” to be easily located and evaluated. Future-Proofing with Cloud, Teams, and Video .

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. We invite you to drop by Booth #723 and we’ll show you how Enghouse Interactive can resolve your Customer Experience (CX) issues, with the industry’s most reliable Contact Center solutions.

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. increase versus 22.3%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Enghouse Interactive

MAY 27, 2021

An omni-channel contact center with its multiple touchpoints across the customer journey – using a mix of voice, text, SMS, social media, or video –can provide an organization with the info needed to personalize the customer engagement process. Well, maybe that’s not an accurate statement.

Contact Center 52

Contact Center Self service Chatbots CRM 52

DMG Consulting

MAY 6, 2022

In other situations, contact center infrastructure vendors have committed to supporting their premises-based solutions for the life of the asset, while making it clear to clients that such solutions will not maintain functional parity with their cloud products.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 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

Enghouse Interactive

OCTOBER 27, 2021

The key when implementing an Artificial Intelligence (AI) platform is to ensure it analyzes the complete customer journey – from the first point of contact to the end.

Upselling 83

Upselling Contact Center Analytics Surveys 83

Enghouse Interactive

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 79

Self service Contact Center Chatbots First call resolution 79

Playvox

OCTOBER 12, 2022

Most people, including customer service agents, are ready for a restart, which makes now the perfect time for contact center leaders to revisit their remote work playbooks. Today, Managing Well Means Means Managing Well Remotely. What are Best Practices for Managing Remote Contact Center Agents?

Best practices 76

Best practices Contact Center Management contact center solutions 76

Enghouse Interactive

JULY 7, 2021

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy.

Scripts 52

Scripts Coaching Contact Center Call Center 52

Enghouse Interactive

OCTOBER 16, 2020

While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs. Effectively manage service quality.

Abandon Call 40

Abandon Call Technology Chatbots Analytics 40

Enghouse Interactive

OCTOBER 21, 2020

With so many areas where Augmented Conversations (enabled by AI) can help, Steve stated that he’s often asked by Contact Center managers what to do and how best to do it. Leverage AI to Transform the Customer Experience.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JUNE 11, 2021

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

APRIL 16, 2020

If not, then consider integrating some type of video-based meeting capability into your communications infrastructure. The type of business you run may dictate the need for another physical location and you may have enough meeting space for all your needs.

Healthcare 41

Healthcare Contact Center Sales contact center solutions 41

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Investment protection by leveraging existing legacy infrastructure. Accelerating Digital Transformation. How can you make it happen?

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion. Single-Sourced. Always Accessible. Unified Communications.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Enghouse Interactive

MAY 2, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

MARCH 23, 2022

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contact center solutions 76

contact center solutions Self service Quality management Interactive Voice Response 76

Enghouse Interactive

FEBRUARY 25, 2022

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contact center solutions 75

contact center solutions Self service Quality management Interactive Voice Response 75

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

Enghouse Interactive

OCTOBER 27, 2021

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contact center solutions 52

contact center solutions Self service Quality management Interactive Voice Response 52

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Additional benefits were achieved through more extensive internal contact center collaboration, enabling supervisors to collaborate using chat and team collaboration workspaces while also simplifying the management of their agent teams. . Single-Sourced. Always Available.

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

JustCall

NOVEMBER 25, 2022

With an emphasis on customer health and happiness, HubSpot has built a name for itself as a frontrunner in social media marketing, marketing automation, and customer relationship management (CRM). HubSpot automatically incorporates all of this information into its customer relationship management system to keep track of it.

Sales 52

Sales voip Real estate CRM 52

JustCall

APRIL 5, 2023

Five9 Overview Five9 is a virtual call center with customer engagement functions like voice calls, email, chat, social, SMS, video, and so on. Its in-built AI solution assists live agents in calls and chats to reduce churn and support costs. It empowers users to scale up to 250,000 users and offers 99.999% uptime.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Hodusoft

FEBRUARY 14, 2020

Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers. Zendesk is one of the big names in contact center solutions. Some users have reported stability issues and poor integration with telcos.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

APRIL 13, 2021

No disruption to contact center call handling capabilities, just the benefits of being able to now handle different ways customers want to engage with your organization: SMS. Video… . Facebook Messenger. and be ready to handle what comes next.

Contact Center 91

Contact Center Morale Technology Self service 91

Enghouse Interactive

MAY 7, 2021

Whether adapting too slowly or ignoring changing expectations altogether…it’s readily apparent that change is not dictated or managed by the company itself anymore. The “old school” methodology of management approval may have worked in the past (albeit not quickly), but it served the organization, not the customer.

Customer centricity 87

Customer centricity Technology Contact Center Best practices 87

Enghouse Interactive

OCTOBER 12, 2021

Enhance internal communications, provide front-line staff with instantaneous access to SME’s, decision-makers, back-office staff, support teams, engineers so that the right people can be quickly contacted to help resolve customer issues.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86