Migrating Contact Center Solutions to the Cloud – a Business and Operational Perspective

CCNG

Contact Center solutions have evolved significantly over the last two decades. Before 2005, the vast majority of contact center software was On-Premise based and highly fragmented. Cloud-based software offers significant benefits over On-Premise solutions.

3 Ways Cloud Contact Center Solutions Enable Innovation

Upstream Works

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center.

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What Are The Benefits of Choosing Cloud Contact Center Solutions?

NobelBiz

Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance.

The Ideal Contact Center Solution

DMG Consulting

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.

Omnichannel Contact Center Solutions: What Is It

Global Response

The post Omnichannel Contact Center Solutions: What Is It appeared first on Global Response. Global Response Blog Technology and SecurityOver 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.

How To Measure The Return On Investment (ROI) Of Your Contact Center Solution?

NobelBiz

If you ask a contact center owner about the cost of his technology, he will surely have an answer for you. On the other hand, if you ask him how much he earns from that technology, he will probably have difficulty answering you.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

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.

NobelBiz Releases New E-book On-Premise vs. Cloud Contact Center Solution

NobelBiz

Choosing between on-premise and cloud technologies is a complicated process with numerous variables. And, it is critical to accurately analyze company needs in order to tip the scales toward one solution or another.

Customer Centricity Drives Process and Technology Optimization

Enghouse Interactive

Use this input – the good, the bad, and the ugly – in the redevelopment of the customer engagement processes and the technologies being proposed. Accenture/Technology Vision 2021. Harvard Business Review: Digital Transformation is Not About Technology.

6 Reasons Enterprise Organizations are Accelerating the Move to Cloud Contact Center Solutions

3CLogic

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.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Contact Center Pipeline

Contact Center Solutions. To learn more about how UC, contact […]. Customer Service Sponsored Posts Technology contact center solutions SaaS software as a service UC unified communicationsUnified Communications.

Edify ??Receives 2021 Contact Center Technology Award from CUSTOMER Magazine

Edify

Contact: Liz Cahill for Edify Labs. PR Press Release Technology Awards Award customer experience award contact center solution Edify HuddleLCahill@edify.cx.

Are you with the right Contact Center Solution Provider?

NobelBiz

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?

Building Contact Center Solutions for Modern Businesses

Noble Systems

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.

Integrate UC and CC

Enghouse Interactive

Cloud-Based Contact Center Contact Center Solutions contact center optimization Contact Center Customer Experience Omni-Channel Uncategory collaborative contact centre collaboration contact center solution customer experience contact center contact center technology Enghouse Interactive interaction management customer interaction unified communications Call Center

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.

Cloud Contact Center Solutions Improve Relationships between Business and IT

DMG Consulting

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.

AI – Delivers The Benefits of a Complete Picture

Enghouse Interactive

To complicate matters further, customer expectations evolve as quickly as new technologies are introduced. In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before.

How to Understand Your Customers To Better Engage with Them

Enghouse Interactive

Delivering Better Customer Experiences (CX)

Enghouse Interactive

Simplify optimizes the patient journey for scheduling medical appointments thanks to Vocalcom cloud contact center solutions

VocalCom

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.

Democratized Technology Makes Everyone An Innovator

Edify

Unfortunately, we still don't have robotic housekeepers to pick up after us, nor transportation chutes to send the kids off the school, or flying cars to get around, but technology is advancing at an unprecedented rate. Remember when you thought 2021 was for The Jetsons ?

Why Businesses are moving to the Cloud Contact Center Solutions in South Africa?

Ameyo

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?

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

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.

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.

4 Steps to Take Before Jumping into Your Next Contact Center Solution

Aria Solutions

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.

5 Key Outbound and Inbound Contact Center Solutions

Outsource Consultants

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.

Looking for a New Contact Center Solution? Consider a Visionary

Talkdesk

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.

CXone Contact Center Solutions Help Bridgevine Drive Revenue, Satisfaction for Clients

NICE inContact

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.

Building for the Future – Cloud Contact Center Solutions Offer Flexibility, Scalability and Omnichannel

NICE inContact

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.”

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

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.

CallCabinet Partners with Call Journey for Groundbreaking SaaS Contact Center Solution

Call Journey

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.

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.

WebRTC technology: Real-time Communication Capabilities for Contact centers

NobelBiz

Telephony is a communication technology that is constantly reinventing itself in businesses. If its use is not diminishing, it is mostly due to the technology's ability to develop in response to new usage habits and user demands.

Unified Communications

Enghouse Interactive

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.

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

As a normal order of business, most contact center calls, whether inbound or outbound (via proactive dialer or manually dialed), should now be recorded. AI is rapidly being applied in all areas of the contact center. Call Recorders Can Save You from Disaster.

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.

APIs 70

PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity

3CLogic

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.

EnghouseUC

Enghouse Interactive