NICE inContact

JULY 1, 2019

About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. In addition, there was an over-reliance on the callback feature, resulting in a below par customer experience.

Virtual Agent 79

Virtual Agent Self service Transportation Customer Experience 79

VocalCom

MARCH 23, 2020

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. At Vocalcom, we understand the immediate need of our customers to ensure business continuity without jeopardizing the health of their employees.

Contact Center 62

Contact Center Government CRM contact center solutions 62

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Call Center Abandon rate Surveys 65

Serenova

APRIL 7, 2020

We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. A Fully Supported WFH Solution Live in Just Two Hours. Configuring and customizing the new tenant for this customer’s internal IT support team was nearly immediate.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

Avaya

SEPTEMBER 19, 2018

Another signal of the rising relevance of artificial intelligence comes from the United States government. But what will AI mean to those who work in the contact center, and to others in government, education, healthcare and business that work to improve citizen, student, patient, or customer experiences?

Customer Care 94

Customer Care Government Contact Center Healthcare 94

CSM Magazine

DECEMBER 20, 2021

Joint Talkdesk and PCI Pal customer relationships expand to include Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. The companies’ expanding customer list includes Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk.

Contact Center 52

Contact Center Government contact center solutions SaaS 52

TLC Associates

OCTOBER 30, 2019

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?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

Talkdesk

APRIL 22, 2020

Contact centers utilizing on-premises infrastructures do not have adequate flexibility and scalability to allow their workforce to operate remotely and also meet rising customer demands. Ensuring successful customer relationships, even in times of crisis, will enable organizations to thrive in the face of adversity.

B2C 59

B2C Government contact center solutions Contact Center 59

USAN

MARCH 22, 2022

A customer experience assessment can help. Without an assessment of your current customer experience, you can’t effectively evaluate which CX technology would have the greatest impact on your customers. USAN’s cloud contact center solutions can help you achieve your customer experience goals.

Government 52

Government contact center solutions Cloud contact Customer centricity 52

NICE inContact

APRIL 3, 2019

As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector.

Morale 55

Morale Government contact center solutions Contact Center 55

8x8

APRIL 7, 2017

Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Do any functional teams in your organization have a need for basic contact center functionality? It’s all about ease of use.

Enterprise 48

Enterprise contact center solutions Contact Center Surveys 48

NobelBiz

JUNE 19, 2023

From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. In this blog article, we’ll explore the transformative impact of real-time monitoring in call centers and how it can take customer experiences to new heights.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

MAY 7, 2024

By leveraging 0MNI+, the hybrid dialer seamlessly unifies data across multiple channels, enabling call centers to streamline operations and deliver a cohesive customer experience. Improved Customer Experience Customers benefit from reduced wait times, more informative interactions, and a generally smoother experience.

Call Center 59

Call Center Interactive Voice Response Wait times Telemarketing 59

Avaya

OCTOBER 2, 2017

They’re starting with their contact center operations, where they have accumulated customer data—the most valuable asset of any organization—and are looking at how new technologies can enhance the customer experience and add revenue.

Technology 43

Technology Telecommunications Government contact center solutions 43

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Why should you consider using AI in your contact center?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. This will undoubtedly lead to more traffic to your call center. What’s Next? Learn More.

Customer Experience 87

Customer Experience Contact Center Government contact center solutions 87

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. SuccessKPI, Inc., Learn more at www.successkpi.com.

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

Enghouse Interactive

MAY 25, 2020

Governments focusing on confidential treatment of all sensitive policy and program development information. Emerging Companies securing their innovations and first-mover competitive advantage.

Healthcare 45

Healthcare Best practices Government Enterprise 45

NobelBiz

MAY 2, 2022

In this article, we explore the nature, functionality, and benefits of call routing for call routing for contact centers. What is call routing in a call center and how does it work? The call distribution technique, like the queueing process, is governed by your rules.

Contact Center 52

Contact Center Interactive Voice Response Wait times Telecommunications 52

Outsource Consultants

JANUARY 19, 2023

This rapid expansion has shocked experts and drawn the eye of many looking for less expensive contact center solutions. With this economic prosperity at hand, the South African government has developed a plan to end poverty within its borders by 2030. Chief among their claims to fame is their contact center agent pool.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

Hodusoft

FEBRUARY 8, 2024

Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team. Improved Client Engagement Clients expect a consistent and responsive experience. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

USAN

MAY 10, 2017

That third bucket—let’s call it the blended bucket—could soon be the biggest bucket as more and more companies adopt an omnichannel approach to customer service, and interactions commonly move from self to assisted service, and even back again. Live agent contact is going to diminish, but it’s never going away. Complexity.

Contact Center 40

Contact Center Self service Government contact center solutions 40

Vcaretec

JULY 27, 2022

Continue reading this article until the end to have in-depth information about Omnichannel call centers. Contact Centers- How They Work. OmniChannel in Contact Center. Omnichannel Cloud Contact Center. Benefits of Omnichannel Contact Center. Omnichannel Customer Service Strategy.

Call Center 52

Call Center Multichannel Contact Center Technical Support 52

NobelBiz

JUNE 26, 2023

A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands. With that in mind, let’s take a closer look at the challenges of maintaining and upgrading call center infrastructure.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

Call Center 52

Call Center Contact Center Government Banking 52

Fonolo

SEPTEMBER 20, 2018

For instance, governments hope to deploy it to control and eliminate varied levels of malpractices in society. To this end contact center solution specialist Fonolo have partnered with GTACC for a one-hour webinar to explore the impacts of AI on customer support, service and experience. The Future is Now.

Education 65

Education Contact Center Government contact center solutions 65

JustCall

APRIL 12, 2023

This transformation led to virtual call centers, which allow call centers to make and receive customer calls on the go, and be available 24×7 owing to the flexibility of the cloud. This lack of coordination harms the customer experience your business is trying so hard to build. How do Virtual Call Centers Work?

virtual call center 52

virtual call center call center solutions Call Center call center software 52

Vonage

DECEMBER 6, 2018

Although many market solutions claim to offer a complete omni-channel solution, most fail. They focus on digital channels while excluding voice in the contact center. As a result, businesses end up with an inferior multi-channel approach, rather than a true omni-channel solution. The role of your CRM.

CRM 58

CRM Engineering Contact Center Chatbots 58