Contact Center Vendors: A Memo About Your Demo

Contact Center Pipeline

As we work through the acquisition process with clients, technology providers are asked to deliver a system “demo.” Technology call centers contact centers RFP technology technology procurement vendor demo vendor selectionMemo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always a good sign when investments in technology are being made.

See You At Contact Center Week For Discussions, Demos, and Copper Mules


Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! Wednesday 20th & Thursday 21st Demos Demos Everywhere!


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Catch Fonolo at the ICMI Contact Center Demo & Conference


Fonolo is excited to return as a sponsor for this year’s Contact Center Demo & Conference, happening September 25-27th at Mandalay Bay in Las Vegas, Nevada. The Contact Center Demo & Conference is produced by ICMI – a trusted advisor in the contact center industry – and is an independent, forward-thinking program focused on future contact center trends.

Thoughts From ICMI - Contact Center Demo


After kicking off this week at the ICMI - Contact Center Demo event in Las Vegas, we came back to San Francisco with a feeling of excitement and accomplishment. Our first exhibit, we gleaned a ton of great interest from folks in the customer support sector and how our platform can truly make their lives a whole lot easier. Customer Support Community

Top Tips From ICMI Contact Center Demo

Customer Centric Support

Highlights from one of the top contact center / customer service events in America. AI Is (Really) Coming – There are a few milestone events in the history of the contact center. It was clear in the demo hall that vendor technology has come a long way in this area. The post Top Tips From ICMI Contact Center Demo appeared first on Customer Centric Support.

See You At Customer Contact Week For Discussions, Demos, and Copper Mules


Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception! Wednesday 20th & Thursday 21st Demos Demos Everywhere!


Tear Apart and Put Together Your New Contact Center

CX Global Media

Flexibility is often an innocently misunderstood element in the contact center technology evaluation criteria. Afterall, unless you’re evaluating and implementing a wide-array of contact center technology as part of your everyday job, it’s just impossible to keep up with. Seeing how solution providers are removing the unknowns and creating freedom for contact center technology decision makers can be much easier to access.

Make the Connection: Join Revation at ICMI Contact Center Demo 2017

Revation Systems

Is your contact center concerned about the increasing need to satisfy growing consumer demand for seamless, omni-channel communications? Join Revation Systems , along with leading contact center professionals seeking solutions to today’s challenges, at the ICMI Contact Center Demo Conference on September 25-27 at the Mandalay Bay North Convention Center in Las Vegas, NV.

Seeing is Believing – The Forrester Wave Demos

NICE inContact

In our last blog article on the recent report, The Forrester Wave : Cloud Contact Centers, Q3 2018 , we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each vendor reviewed. Detailed questionnaires are a must-have baseline, but cloud contact center as a service (CCaaS) solutions need to walk the talk.

Top 3 Trends in Contact Centers Today

CX Global Media

I met up with Justin Robbins at the opening Demo Hall Bash at the CCDemo in Las Vegas to find out about the top trends in contact centers today. What are the top 3 trends in contact center today?” Going forward, we will be seeing more use cases about how AI is making the contact center agent a more valued organizational asset. “AI AI is making the contact center agent a more valued organizational asset.”

Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI


But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Visit Avaya’s Booth 623 for a fun omnichannel contact center experience that shows you how to create satisfaction—happiness—for customers throughout their interactions with your company. Each demo shows multi-touch channels in action.


The Cyborg Contact Center


No, this article isn’t about The Governator or Tony Stark taking over your contact center. We count five foundational principles of a cyborg contact center: 1. Bot Awareness of the Contact Center & Workforce. See a Demo Today.

Marketing Strategies for Contact Centers


Request Demo Talk to a Specialist Contact Us The digital age has transformed the way businesses view their marketing strategies. In this post, we share our top tips for running successful outbound calling campaigns to help drive revenue… The post Marketing Strategies for Contact Centers appeared first on AVOXI. Contact Center Other

Preparing the contact center for the unknown during a crisis


If you operate contact centers, especially in healthcare, government, travel, financial services and hospitality, your day-to-day life has been utterly shaken. Readying the call center. There has been an enormous spike in customer contacts in most industries since the COVID-19 outbreak. To handle this, their contact center software must have the power of scalability. Training protocol can include items such as manuals, recording demos, use cases and FAQs.

Teach your agents these techniques to combat stress in the contact center


Call centers are notorious for being one of the most demanding and stressful jobs out there. According to one study, 74 percent of call center reps are at risk for burnout. Call center reps might be headed down the fast-track to burnout if they allow workplace stresses to accumulate.

Skyrocket Cisco Contact Center Efficiency with Artificial Intelligence

Cisco - Contact Center

Enhancing Call Center Efficiency . Today customers want to be independent, they want access to self-serve solutions , they do not like to be sold things, they love to buy solutions to their problems and needs, thus a key to delivering amazing customer experience is to quickly resolve a customer’s problem – ideally on the first contact, even better if through self-services. The Future of Cisco Contact Centers. Cloud and Analytics will be Contact Center Focus for 2020.

Contact Center Pipeline Magazine: Inside Our June 2017 Issue

Contact Center Pipeline

I had a great demo from Gladly. Inside The Issue call center contact centerI attended the ICMI Conference and Expo in Orlando, Fla., last week. It was a great event. I got to talk about ChatBots and OmniChannel, outsourcing in Granada and customer satisfaction surveys. If you haven’t seen their product, you really need to check it out. It is one […].

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. The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software.

Journey to the cloud - contact center communications


Contact centers continue to embrace cloud services and break free of their legacy on-prem infrastructures. “The US Customer Experience Decision-Makers’ Guide 2019-20”, Contact Babel. Find out more and ask for a FREE DEMO today.

The Artificial Intelligence Journey in Contact Centers

Cisco - Contact Center

” AI in the Contact Center. Let me answer by posting here a recent demo on stage from Google: Google Duplex: A.I. The interesting piece, which leading players such as Cisco ( Cognitive Collaboration Solutions ) will be able to turn into an advantage for their Contact Center architecture , is related to the way Google Duplex works. CISCO and AI in Contact Centers. Don’t miss the 10th Annual Cisco Contact Center Summit in Florida .

AI in Contact Centers – IT Gets the Driver Seat

NICE inContact

Contact centers are no exceptions. Contact center execs are keen on leveraging AI for the right use cases and the one team they rely heavily is IT. As IT leaders, here are some key aspects to think through as you roll out an AI project in your contact center. When building a CX tech stack it is important to choose the right contact center platform. Measuring success is critical as you roll out AI in your contact centers.

Artificial Intelligence and the Future of Cisco Contact Centers

Cisco - Contact Center

Transforming the Customer and Agent Experience with Artificial Intelligent Contact Center Integration. I recently delivered a session at Cisco LIVE Barcelona end of January that offered a view of the new Cisco architecture underlying the integration of Contact Centers with artificial intelligence (AI). There was a particular focus on the Go To Market aspects and the role of Cisco Contact Center partners. Innovation and trends in Contact Centers market.

Create Better Agent and Customer Experiences [CRMXchange Demo Wrap-Up]


Last week we talked on issues troubling your contact center, like stuck CSAT scores and sky-high agent turnover. The post Create Better Agent and Customer Experiences [CRMXchange Demo Wrap-Up] appeared first on Sharpen Contact Center Software. Turnover so high, in fact, that some teams throw pizza parties when it dips into the 30-percent range versus the alarming near-50. Read More.

GLOBO to Demo Chat Tool that Delivers Near Real-Time Human Translation at CCW Conference & Expo

The GLOBO Blog

GLOBO will demo its new chat translation tool at Call Center Week (CCW) Conference & Expo (booth #1019), held June 26 to 30 at The Mirage in Las Vegas, NV. The tool integrates with existing chat platforms and adds professional translators directly into workflows, enabling contact center agents to communicate with limited-English-speaking customers in near real time. MEDIA CONTACT: Paula Stout +1 650.283.6727.

It’s time to replace your contact center duct tape and bailing wire

CX Global Media

Meeting with Jens Eckels from Avaya at Customer Contact Week in Las Vegas I started thinking about how in our rapidly changing world – where customers place speed extremely high on their needs list that being operationally slow due to your systems is foolishly risky. At Avaya we’re really focusing on the things that are making a difference within the contact center and how we interact with customers more intelligently. “Just hold it together for one more year!”

See Sharpen’s Agent-First Platform in Action [CRMXchange Demo]


The post See Sharpen’s Agent-First Platform in Action [CRMXchange Demo] appeared first on Sharpen Contact Center Software. Customers expect every interaction to be the best experience they’ll have with your company. The challenge is, though, that despite being a priority, most companies are failing at providing that incredible experience. In fact, a slim 8 percent of customers. Read More.

4 Useful Tools For Your Contact Center

Customer Service Life

As contact center leaders we’re often lightning rods for the latest, greatest technology on the market. While it’s fun fun to see what’s new, it can be a challenge to find the time in our busy schedules to attend a lot of demos. The post 4 Useful Tools For Your Contact Center appeared first on Customer Service Life. Contact Center Customer Experience Customer Service JeremyThis article was first published on the FCR blog on April 6, 2018.

The Importance of Workforce Management for Contact Center Leaders


There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. Which workforce management processes and solutions drive rapid decision making and contact center productivity?

How Contact Centers Can Better Report Agent Efficiency


A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. How to Improve Contact Center Metrics. See a Demo Today.

Trip Report: ICMI CC Demo Features Cloud, Gamification, and More!

Strategic Contact

I just returned from Dallas where I mingled with new and old friends at ICMI’s Contact Center Demo & Conference. I relish interacting with contact center professionals during the half-day and one-hour seminars that I teach. And, of course, I like to check out the latest vendor offerings. My sessions on technology selection and implementation. Read More » Technology

5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

If you’ve sat through any customer service technology demos or walked the showroom floor at an industry conference, you’ve undoubtedly heard well-meaning sales folks speak of innovation, disruption, and automation. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Contact Center Customer Experience Customer Service Jeremy

Turning your contact center into an insight center


Tim told the story of how Lutron has used Tethr to transform its service organization from a department that provides great service to its customers into an insight center — one that provides great service to customers and critical insights to internal and external business partners. In other words, you won’t find a lot of the trappings of a typical contact center when you visit Lutron’s centers. Click here to request a demo !

Key Contact Center Trends to Watch for in 2020

Upstream Works

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. We’re still in the early stages of digital transformation in the contact center, as most systems are still legacy-based and telephony-centric.

3 Steps to Transforming the Contact Center Agent Experience


As contact center technology undergoes transformation at many organizations, so should the agent experience. The average annual turnover rate for contact center agents is 21.1%, which is better than it was two years ago (38%), but still too high for maximum efficiency. Contact center agents are incredibly valuable employees, given they know about products, services and customers.

Tools for Team Leads in Our Contact Center Software


Our ACD Queues Pro feature turns our Business Phone Plans into a complete contact center software management platform. Team leads and contact center managers can rely on live performance reports, easy call assistance capabilities like eavesdrop, whisper, and barge, and intuitive queue creation and editing within the ACD Queues Pro dashboard. Take Advantage of These Contact Center Software Features.

Why excellent audio quality is essential for your contact center


This is why having excellent audio quality is vital for your contact centers. To know for sure what your customer is actually experiencing when they dial their local contact number, you need to test your numbers from outside your network.

Scheduling for the Modern Contact Center: The Secret is WFM


Aspect WFM is the only solution that allows contact center managers to seamlessly access every tool from one easy to use dashboard. Keeping everyone on the schedule they prefer while also meeting the scheduling needs of the contact center. Aspect WFM allows managers to balance all the needs of their business, agents and customers with a single award-winning call center workforce management software solution. Request a demo today.

Steak over Sizzle When Considering Cloud Contact Center

City Communications

Investing in a cloud contact center produces all the benefits that come with any cloud solution: scalability, flexibility, cost savings, and access to world-class features. But how do you successfully migrate to a cloud contact center? Before you look at a single cloud contact center demo, take the time to document your business processes and all the ways your cloud contact center will touch your daily activities.

Using a Self Serve Approach for Contact Center Assessments

Taylor Reach Group

Today, every Customer Service organization deals with between 350 (being the absolute lowest) to 700 different variables when it comes to managing and running a Contact Center. Call Centers are complex and have evolved substantially from what they used to be, thus also being known today as the Contact Center, Customer Engagement Center, Customer Support Center etc. You need structure when you’re working within a Contact Center.

The Omnichannel Contact Center: A Guide for 2020 (with Actionable Tips)


Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?