A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

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A Game Plan for FSI’s and Credit Unions

Enghouse Interactive

5 Powerful Benefits of Cloud Contact Center Solutions

Playvox

The pandemic permanently changed the contact center landscape. Globalization and a younger workforce that prioritizes work-life balance are forces that likely would have compelled contact centers to gradually adopt a work from anywhere agent model.

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

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?

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Your Biggest Contact Center Challenge? 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. Figuring Out What Customers Are Telling You.

Delivering Better Customer Experiences (CX)

Enghouse Interactive

How to Empower and Increase Agent Engagement with AI

Enghouse Interactive

Unified Communications

Enghouse Interactive

Contact Center Solutions. of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Elegant.

Video – See What You’ve Been Hearing

Enghouse Interactive

Video Outperforms All Other Contact Center Communications Channels. Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

AI-Enabled Agent Assessment

Enghouse Interactive

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. Manages by exception, usually voice only. AI-Enabled Quality Analysis.

Delivering Better Customer Experiences (CX)

Enghouse Interactive

Make sure the solution chosen aggregates and consolidates all communication flows into a single view so that no customer data is lost. From the customer’s first point of contact to the last. Focus on Speed, Empathy, Convenience.

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

Who hasn’t heard “This call may be monitored or recorded for quality assurance purposes”? As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded.

Unified Communications

Enghouse Interactive

EnghouseUC

Enghouse Interactive

Empower Customers With Self-Service Blog #2

Enghouse Interactive

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.

Customer Centricity Drives Process and Technology Optimization

Enghouse Interactive

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. Analysts Align with Enghouse Best Practices.

EnghouseUC

Enghouse Interactive

Contact Center Solutions. of successful organizations that have deployed a single-source solution for both Unified Communications and their Contact Center. The Upside of Enghouse Single-Source UCaaS/CCaaS Solutions.

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Super-Agents Are Real (Blog #4)

Enghouse Interactive

Today, the biggest challenge facing global service organizations and traditional contact centers is delivering a quality of service experience in line with the expectations of the modern customer – one that keeps the customer satisfied and instills loyalty to their brand.

CCaaS – The Bridge to Digital Customer Engagement

Enghouse Interactive

Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a view to the long term… that usually meant that they would sweat those assets over a 10-15 year lifecycle. How to Get To the Right Solution?

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

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.

Better Together (Blog#3)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Artificial Intelligence (AI) and Unified Communications (UC or UCaaS) are becoming integral to every contact center, with different benefits from each.

Super-Agents Are Real (Blog #2)

Enghouse Interactive

Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Trends and Realities of Successful Organizations (Blog #1)

Enghouse Interactive

will have extended Teams to their contact center for voice and 31.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers. say video is vital for managing remote employees. AI, Teams UC and Video. .

First-Party Data is Generated by your Contact Center

Enghouse Interactive

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.

The First-Party Data Provided by your Contact Center

Enghouse Interactive

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.

Super-Agents Are Real (Blog #3)

Enghouse Interactive

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow.

Abandon the Status Quo Now Microsoft Teams Blog #2

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog series). In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

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Abandon The Status Quo Now: Microsoft Teams Blog #3

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform your Contact Center with Microsoft Teams.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start

Serenova

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.

Abandon the Status Quo Now

Enghouse Interactive

Transform the Contact Center with Microsoft Teams (blog series). This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations.

How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

Playvox named a Leader on the G2 Grid® Report for the Fifth Consecutive Quarter in Contact Center Quality Assurance

Playvox

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market.

Super-Agents Are Real (Blog #1)

Enghouse Interactive

It starts with a customer’s first point of contact and ends with the last… and increasingly, it goes on afterward as they see or hear from your organization, as you strive to nurture that relationship. A properly configured and implemented conversational AI solution will intuitively (LoL!)

Key Learnings from the Metrigy Webinar (Blog #4)

Enghouse Interactive

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. By using that data with predictive analytics, better approaches, more suitable products, offers or solutions can be developed to address those shortcomings.

Elevate Your Contact Center from a Cost Center into a Revenue Generator!

Enghouse Interactive

Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. Once analyzed, this information can become the basis for the organization to propose solutions to the customer, in real-time, that have the highest probability of resolving that customer’s specific issue(s)… …. Visit us at kiosk #507 to find out how. Click here for discounted tickets!

Optimising for Contact Centre Remote Working

Enghouse Interactive

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. Contact centres need to safeguard staff wellbeing as well as help them to stay productive by giving them the right technology to do their jobs, without adding to their stress levels. Effectively manage service quality.

How To Develop A Basic Business Continuity Plan

Enghouse Interactive

Your communications infrastructure – both internal and customer-facing (usually your contact center) – needs to be as resilient as possible. Resources to consider: ask your Service Provider Sales Rep what options you have to migrate from your current on-premise solution to the Cloud. Resources to consider: explore your options with your Cloud/Hosting/Data Center, or Executive Office/Temp Office providers: Proximity Space, WorkBar, ImpactHub, NextSpace, WeWork, etc.

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Keeping your Video on the Down Low

Enghouse Interactive

The first step is to understand all the privacy and security capabilities that your video collaboration solution provider recommends. Enable attendee tracking and notification tones to facilitate the proactive management of attendees making it easier to identify, block, or eject anonymous participants or unknown numbers. Best Practices for Securing Video Calls.

Summary of Key Findings

Enghouse Interactive

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.) but do greatly simplify systems management. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.