Enterprise Contact Center Software Buyer’s Guide: Recommendations from Gartner

NICE inContact

It is time to modernize your contact center. Your current software is showing its age, unable to keep up with customer expectations or add new capabilities like digital channels (like SMS or WhatsApp) or artificial intelligence (AI). But it may have been five years or more since you last evaluated technology options or vendors for call center software. Watch Up Your CX Game: Buyers Guide for Moving to a Cloud Contact Center now.

Contact Center Software Trends for 2020 – Helping Contact Centers Serve Customers Better

Hodusoft

So, in the case of contact center software, you have good things to look forward to in 2020. Still, these trends point to making life easier for contact centers and helping them to serve customers better and faster.

Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. Why is it hard to figure out the spending split between CRM and call center software? He said “The CRM vendors have won the battle of the desktop.

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Omnichannel Contact Center Software For Travel Industry – You Simply Cannot Do Without It

Hodusoft

It would be tough for the travel industry to keep in step with such customers was it not for omnichannel contact software specifically developed for the travel segment. Hotels have branches and they are connected through the omnichannel contact center software.

Constellation ShortList™ Customer Service and Contact Center Software

Natalie Petouhof

Tweet Constellation Research is launching a new program, and I’m happy to share that the vendors that have been listed on the Constellation ShortList ™ for Customer Service and Contact Center Software. Customer service and contact center software helps solve customer challenges faster by offering the right tools and support, regardless of channel or device (e.g.,

Contact Center Software That Have Video Chat Supporting System Lead To Customer Satisfaction

Hodusoft

It was a great leap forward when call centers migrated from PSTN to VoIP. The next big leap can be said to be video chat for call centers as a way to delivering a better user experience. Therefore, one can see widespread use of omnichannel contact center software.

Choosing the Right Contact Center Software Can Increase Business, Reduce Costs and Improve Efficiency in Call Centers

Hodusoft

Call centers operate on extremely competitive terms and have a tough task on their hands. Operations of the contact center depend on the infrastructure in terms of space, the IT setup, communications setup, people and their expertise and, not the least, the software chosen.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

How can your contact center save money?

Fenero

How contact centers can save money with cloud computing. workforce management cloud contact center software amazon connect call center software CRM Call Scripter IT cloud computing cloud, savings, 8x8 InContact savings budget development customer service experience

How to Empower Contact Center Agents

VocalCom

The contact center is, without question, an intense environment. Agent empowerment is equally essential, and that means giving agents a voice when establishing contact center practices. Here are five tips for empowering contact center agents to offer the best customer service possible. Providing them with a powerful CRM system ensures that they always have access to the customer data they need.

WFM – Your First Step to a Cloud Contact Center

Aspect

What does the cloud software market look like from 10,000 feet? If your contact center is not already thinking seriously about the cloud, there might be a lesson to be taken from other soft ware users. What’s the view of cloud software in the contact center at ground level?

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more?

5 Qualities of an Exceptional Contact Center

VocalCom

A contact center is the backbone of a company’s customer service department. As customer experience is a top priority for brands these days, a well-functioning contact center is vital to winning customer loyalty. Here are five qualities of an exceptional contact center that lead to outstanding customer service. A great contact center needs efficient internal communications. Contact centers collect plenty of data.

Give Your Contact Center a Pink Slip

NICE inContact

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.

Get Your Contact Center Ready for the Modern Age

NICE inContact

This is also true for call center systems. Because software and hardware either wears out or becomes functionally obsolete. How well does your system support modern call center requirements like omnichannel , digital channels , workforce management and more? How does all this impact your call center? Modernizing your contact center software may seem like a big job. Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) 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.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center

Talkdesk

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

ACE 2019 Recap: President and CEO Message – Trust, Choice and Collaboration

Aspect

To provide a superior customer experience, companies can be tasked with reviewing the CRM for customer history or dip into all of the back office systems to get a view of how many dollars are outstanding, just to name a few.

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Call Scripts: 6 Golden Rules to Satisfy Your Customers

VocalCom

Remember that customers must not be forced to share too much account information, as a good CRM solution should be able to provide basic customer data. Customer Service Call center Contact Center contact center software CRM Customer Experience Multichannel Omnichannel Salesforce Zendesk

How to Optimize Your Omnichannel Strategy

VocalCom

Let customers know how to contact you. A CRM solution is ideal for keeping customer information centralized and enabling agents to make updates in real-time. Many brands these days implement an omnichannel approach, but not all possess a clear strategy.

How to Calculate Your Total In-House Contact Center Costs

TLC Associates

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Conducting a cost comparison of in-house operations vs. outsourced contact centers can simplify your decision and rein in your investments in the long run. Your Contact Center Location Costs.

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

BlueOcean

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure.

Skills Based Routing Defines Success for Contact Centers

Hodusoft

Contact centers must grapple with various issues as they grow in size and handle different accounts and services. The contact center software is at the heart of operations. Skills based routing is essential in the software that contact centers use so that people who can handle a particular call best get it first and calls are also distributed equally to balance work loads. So we come back to the contact center software.

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6 Qualities Every Customer Service Agent Should Have

VocalCom

An agent who listens attentively and solves the customer’s problem upon first contact can win that person’s loyalty. Or, perhaps, a technical error in the contact center might slow down the conversation. For example, moving the customer to another channel may be necessary, or the agent may wish to follow up with him post-contact to ensure that everything was resolved to the customer’s satisfaction.

4 Priorities of a Successful Omnichannel Brand

VocalCom

Customers should have no trouble switching from one channel to another, and their data should be easily accessible by all agents at any time—for example, in a CRM database. These days, omnichannel is a golden term in the customer experience industry.

Best Practices for Building a Modern Contact Center

NICE inContact

What does this have to do with contact centers? Most IT systems have a lifespan of about seven years and call center systems are no different. That’s why you are functionally working with the equivalent of stone knives if your call center tech is more than seven years old!

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

5 KPIs You Can Improve By Integrating Your Contact Center and CRM

NICE inContact

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Your contact center softwareacts as your single source for customer interaction data across all your channels. Integrated softphone and click-to-dial capabilities from within the CRM reduce agent friction and effort.

10 Must Haves for Cloud-Based Customer Engagement Platforms

Aspect

A Rich Set of APIs for External Integration with CRM Systems and Enterprise Data Sources. A SaaS (Software as a Service), open architecture with robust APIs ensures organizations can unite systems and operations across the enterprise that impact the customer experience.

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6 Ways Predictive Dialers Drive Brand Success

VocalCom

In the contact center, time is everything. With lead management software integration , predictive dialers may organize data all in one place. All call activity is captured directly into the CRM while further offering real-time metrics and KPIs for improved sales practices. Predictive dialers grow smarter with use, tweaking the process as it goes to make sure that the strongest leads are contacted at the most optimal times.

5 Questions to Ask When Creating Customer Journey Maps

VocalCom

For this reason, it’s absolutely essential to consider the impact of every tool or software solution used. For example, IVR menus need to route customers properly, CRM databases must be up to date and easy for agents to use, and chatbots should only be used to help customers with concrete tasks. For example, older generations may be more likely to contact you on the voice channel, whereas younger generations may have a preference for social media or messaging apps.

Transition Your Contact Center from On-Prem to the Cloud

Talkdesk

If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. It also gives admins the most control to customize their team’s contact center.

Transition Your Contact Center from On-Prem to the Cloud

Talkdesk

If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud , let’s consider the advantages of cloud-native contact center. It also gives admins the most control to customize their team’s contact center.

The Talkdesk Advantage: An Interconnected Contact Center

Talkdesk

At Talkdesk, we think a lot about how we can make contact centers better for customers. In fact, the contact center is the tip of the customer experience iceberg. For starters, today’s contact centers should live in the clouds. Call Center

inContact Recognized as a Leader in Gartner’s 2016 Contact Center as a Service (CCaaS) Magic Quadrant

NICE inContact

For the 2 nd year in a row, inContact was positioned as a Leader in Gartner’s annual Contact Center as a Service (CCaaS) Magic Quadrant. Contact Center and Workforce Optimization Need to Evolve Together. Contact Center Management Customer Experience Trends & Insights

3 Reasons Call Center Software Integration Is a Must for All Industry Segments in 2019

Hodusoft

A call center solution is far better in almost all respects, even cost and ease of use. Richest communication feature set It pays to integrate call center software with the richest features set such as social media integration, IVR, voicemail, fax, email, text and video chat/conference.

5 Common Customer Service Complaints (And How to Resolve Them Quickly)

VocalCom

For this reason, agents need to have easy access to a CRM database that keeps customer information updated in real time. Your website must be mobile optimized so that customers can easily click on buttons to get information and contact agents. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Effort: Don’t Make Your Customers Work For You

VocalCom

First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. For example, long average handling times may indicate miscommunication among departments or insufficient use of contact center technologies such as CRM databases. Give them the training they need to master the technologies used in the contact center, and invite them to share feedback regarding their interactions with customers.

6 Benefits of Identifying Recurring Customer Issues

VocalCom

Within the contact center, data collection plays the vital role of capturing all feedback regarding customer service interactions—including the key reasons why customers are making contact in the first place. When customers make contact with your brand, their issues reveal a lot about the user experience. Higher first contact resolution rates. Like first contact resolution, average handling time is an important KPI that many contact centers strive to manage.

5 Ways to Make Customers Choose Your Brand

VocalCom

To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform. Customer Experience Call center Chat Contact Center contact center software CRM Customer Service Effortless Live chat Mobile Multichannel Omnichannel Salesforce Zendesk