CSM Magazine

SEPTEMBER 27, 2021

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers. Validated contact center solutions: New contact center solutions optimized for Chrome OS through a new solution track for Chrome Enterprise Recommended.

Contact Center 52

Contact Center contact center solutions Enterprise Engineering 52

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. We end by explaining how contact centers can keep AI models up to date using Talkdesk AI Trainer.

Cloud contact 68

Cloud contact Self service Contact Center Virtual Agent 68

JustCall

JUNE 28, 2023

Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for Customer Contact Week at Caesar’s Forum in Las Vegas.

Contact Center 52

Contact Center contact center workforce contact center solutions Engineering 52

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. These kinds of challenges often stem from vendors having minimal control over their resale of voice services, leaving many contact centers vulnerable.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Cisco - Contact Center

SEPTEMBER 5, 2019

Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers ? Changing Your Contact Center?

Contact Center 75

Contact Center Healthcare contact center solutions Analytics 75

Talkdesk

MARCH 17, 2020

Historically, contact center customization — whether that’s changing the agent interface, building custom dashboards or integrating systems for improved context or process automations — has been a hassle. Your contact center can coordinate outreach on multiple channels, such as email, text message or even social media.

Contact Center 94

Contact Center Interactive Voice Response Entertainment Self service 94

NobelBiz

NOVEMBER 20, 2023

NobelBiz OMNI+ is a comprehensive omnichannel contact center solution designed to enhance customer interactions across diverse channels, including voice, email, chat, and social media. If you want to learn more about training and benchmarking in contact centers, join Christian in this podcast episode featuring Bruce Belfiore.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

DMG Consulting

NOVEMBER 1, 2021

Cloud-Based Contact Center Infrastructure Solutions Deliver on Their Promises. Cloud-based contact center infrastructure (CBCCI) vendors have hit their stride by giving enterprises what they want – the agility to meet the dynamic omni-channel needs of their customers on an inbound and outbound basis.

Contact Center 48

Contact Center Enterprise Consulting Consulting 48

3CLogic

AUGUST 3, 2021

To keep up with the digital competition and deliver an exceptional customer experience , contact centers must reduce their caller’s average time in queue. Learn how your contact center can get callers off hold and on with their day. Analyze Historic Data To Staff Your Contact Center Appropriately.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

outsourcing 133

outsourcing Customer advocacy Contact Center Contact center software 133

Spearline

JANUARY 6, 2022

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. Call center cloud migration features in many 2022 business plans. Inbound voice reigns Voice continues to be the primary customer contact channel. billion by 2027. Why move to the cloud?

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Call Journey

APRIL 28, 2019

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. Our speech experts bring together Natural Language Processing and Artificial Intelligence to create the best-of-breed speech analytics engine in the market. www.calljourney.com.

Contact Center 40

Contact Center Analytics Engineering contact center solutions 40

CSM Magazine

JUNE 25, 2019

Amazon Connect administrators are able to download the application from Amazon Web Services (AWS) Marketplace, select the questions for the survey from a list of questions specific to the live agent or IVR experience and then launch the survey to specific applications within the contact center. About VoiceFoundry.

Contact Center 40

Contact Center Feedback contact center solutions Enterprise 40

Talkdesk

APRIL 1, 2020

Decision Time IT executives across the globe are currently facing the urgent need to remote enable their contact center staff. With a modern cloud contact center solution like Talkdesk ®, agent capacity is uncapped. Talkdesk is the only contact center solutions provider to offer a 100% uptime SLA.

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

CSM Magazine

SEPTEMBER 17, 2020

Realizing the importance of transforming customer service or contact center operations and feeling the pressure to accelerate their digital transformation plans, many businesses have begun their automation journeys. Customer service teams and contact centers have specific needs when considering new technology solutions.

Virtual Agent 98

Virtual Agent Customer Service Contact Center Chatbots 98

SmartAction

SEPTEMBER 2, 2021

While artificial intelligence isn’t human, its unique DNA sequentially makes up a superb customer experience in a contact center solution. With machine learning, an NLU (natural language understanding) engine pieces together the words to extract the intent. What elevates the conversational AI experience is the NLU engine.

Virtual Agent 90

Virtual Agent Engineering contact center solutions Analytics 90

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

JustCall

MAY 23, 2023

As the upcoming Customer Contact Week (CCW) in Las Vegas approaches, JustCall is poised to unveil a powerful new solution that will transform the way businesses handle customer experience. JustCall is at the forefront of contact center innovation. Want to get more context into your contact center interactions?

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

NICE inContact

AUGUST 21, 2019

In its second annual global research study of businesses , NICE inContact set out to compare perceptions of business contact center leaders and consumers in key areas of customer experience. What is surprising is the number of companies that I work with that are only routing voice interactions via their contact center solution.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

NobelBiz

AUGUST 22, 2023

Tailored exclusively for contact centers, the VOIP solution from NobelBiz ensures the lowest cost-per-minute, seamlessly directing calls through optimal routes. The NobelBiz Voice Carrier Network is purpose-built to accommodate high-volume calls essential for contact centers.

voip 98

voip Telecommunications Contact Center Contact center software 98

JustCall

APRIL 3, 2023

AI-powered IVR is like a traditional IVR equipped with Natural Language Processing engines and AI algorithms that “understand” the customer query and improvise the self-help menu in chatbots accordingly to provide relevant and targeted solutions. It applies to the self-service channels of contact centers too.

Interactive Voice Response 52

Interactive Voice Response Self service First call resolution Engineering 52

Revation Systems

AUGUST 29, 2019

Visit us in Booth #222 to learn about our virtual contact center solution suite and our new chatbot engine, ‘Reva,’ which uses lite artificial intelligence (AI) to enhance the banking customer experience.

Banking 48

Banking contact center solutions Education Chatbots 48

UJET

JULY 2, 2020

We’re thrilled to welcome two new members to our executive leadership team, Baker Johnson as Vice President of Marketing and Dave Bullock as Vice President of Engineering. Bullock brings over 20 years of experience as a full-stack software engineer, architect, and leader to his role as Vice President of Engineering.

Engineering 14

Engineering Marketing contact center solutions SaaS 14

Call Journey

JULY 25, 2019

nGUVU is the global leader in contact center employee engagement. With Call Journey’s advanced AI-based technology and our innovative gamification solution, we can help businesses initiate recognition, competition and development for their agents in a fun and engaging way.”. About nGUVU.

Gamification 72

Gamification Technology Employee engagement Engineering 72

Avaya

APRIL 12, 2019

Let’s look at two ways combining Nuance capabilities with your Avaya contact center solutions can help you keep up with customer expectations. Avaya Client Services support Nuance speech engine software. Avaya supports Nuance speech engine software consisting of Automatic Speech Recognition and Speaker Verification.

Interactive Voice Response 75

Interactive Voice Response Engineering contact center solutions Call Center 75

NobelBiz

MARCH 23, 2022

Running a successful contact center means you’re responsible for keeping customers happy and your agents performing effectively so that your company may thrive. And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. Actually, no, it’s not that simple!

contact center solutions 52

contact center solutions Contact Center voip call center software 52

JustCall

NOVEMBER 25, 2022

Voice analytics tools can assist call center agents in recognizing when clients are angry or stressed so they can respond in the moment or better after knowing the fact. Such software for contact centers sometimes comes with a preloaded function for speech analytics, or it can be integrated with it. NICE CXone. Avaya OneCloud.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

pindrop

APRIL 30, 2018

For enterprises that hold customer data or assets – protecting the call center is key. Fraudsters utilize social engineering to influence call center agents and trick them into granting access to information or accounts. For more information, contact us.

contact center solutions 49

contact center solutions Enterprise call center solutions Contact Center 49

NobelBiz

JULY 11, 2022

Scripts are an essential component of every contact center. Omnichannel use: While most consumers still prefer to contact their favorite brands via voice calls, omnichannel assistance is becoming increasingly popular. You can harness the power of data with the OMNI+ Personalized Reports Engine.

Scripts 52

Scripts Call Center Customer Experience Average Handle Time 52

Spearline

SEPTEMBER 26, 2019

To celebrate Engineer's Day 2019 in India, I recently had a conversation with Prashant Sharma who is the Country Manager for Spearline’s Ahmedabad office in India*. Before we discuss the contact centre industry, tell us about your own professional background. How has the contact centre industry changed in the past 5 years?

Contact Center 69

Contact Center contact center solutions Engineering Education 69

Call Journey

JULY 22, 2019

Hosted by Genesys , the global leader in omnichannel customer experience and contact center solutions , G-Summit brings together Australia’s top visionaries, partners and leaders in technology to discuss emerging technologies for the future of CX and share insights on how to make every moment count for every customer, agent and business.

Analytics 65

Analytics Engineering contact center solutions Enterprise 65

Aspect

JANUARY 17, 2018

Savvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. If a fake business can become London’s top rated restaurant, think about what your real business can do with cutting edge contact center solutions.

Morale 48

Morale contact center solutions Contact Center Engineering 48

SmartAction

NOVEMBER 12, 2018

SmartAction is compatible with key Avaya contact center solutions. The solution is now compliance-tested by Avaya for compatibility with the Avaya Aura® platform for contact centers 7.1 and Avaya Session Border Controller for Enterprise 7.2. Mike Vanca, Chief Product Officer, SmartAction. About Avaya.

Virtual Agent 40

Virtual Agent contact center solutions Contact Center Enterprise 40

Call Journey

JUNE 18, 2019

This year’s customer event of the year, Xperience 19, successfully concluded at the Gaylord Resorts and Convention Center in Denver, Colorado. One of the proud sponsors of this event was Call Journey, the leading pioneer in Conversation Analytics technology.

contact center solutions 40

contact center solutions Analytics Engineering Contact Center 40

Working Solutions

DECEMBER 2, 2022

Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.

At home agents 97

At home agents Engineering contact center solutions call center solutions 97

Call Journey

JUNE 4, 2019

A signature event of Genesys, the global leader in omnichannel customer experience and contact center solutions, Xperience19 unites experts from different industries who share the same commitment to providing remarkable experiences to customers. Discover the power of voice data #Xpr19.

Engineering 40

Engineering Analytics Best practices contact center solutions 40