Rules of enterprise innovation


Tip: Having an innovation/idea management software can be of great help especially for large enterprises. The post Rules of enterprise innovation appeared first on HackerEarth Blog. The average lifespan of S&P 500 companies is just 18 years, down from 61 years in 1958. is Rated Top Chatbot Provider for Enterprise Customer Service by Forrester Research

Bright Pattern

for their outstanding placement as a Top Provider of Chatbots for Enterprise Customer Service in a recent report by Forrester Research Bright Pattern congratulates

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Enterprise Rent-A-Car – Customer Experience Review


You are about to read my Customer Experience Review of Enterprise Rent-a-Car – another well-known name in the vehicle hire industry. Enterprise Rent-A-Car , Unit 5-6, Hartford Way, Sealand Industrial Estate, Chester CH1 4NT. Would I use Enterprise again?

Enterprise Connect 2017: Contact Center Round-up


2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Contact Center Pipeline

Technology call center cloud solutions contact center enterprise telephony phone systems premise solutions voice communications voice networkChoices, choices, choices. They are great and yet overwhelming when considering platform replacement.

Is the Enterprise MoNage-Ready?

Jon Arnold

I've also been active with several other industry events lately, and based on all this, my message is about how enterprises should be looking at these technologies, especially for how they can enhance collaboration. That's the title of my current contribution to the UCStrategies portal, where I've been a UC Expert since 2013. I publish monthly there, plus I participate in our Industry Buzz podcasts regularly.

Chatbots Mature Into An Enterprise-Class Customer Service Tool — Explore The Leading Vendors In This Market

Ian Jacobs

Over the past year, Forrester clients have been brimming with questions about chatbots and their role in customer service.

This Week in Enterprise Tech with inContact


Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. The post This Week in Enterprise Tech with inContact appeared first on inContact Blog. Advantages of the Cloud Contact Center Management Customer Experience Events General Trends & Insights Using the inContact Platform CEU Cloud Contact Center Solutions Enterprise Connect InterviewRajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr.

Four Considerations for Enterprises Embedding Communications in Business Applications


Over the last several years, business managers have started to realize the benefits of embedding communications capabilities directly into web pages, mobile apps, contact center applications or even CRM platforms, bringing advanced communications ever closer to the customer


How Unified Communication is Changing the VoIP Industry


Yet VoIP by itself became so synonymous with increased efficiency in enterprises that it began to settle into issues with syncing, loading, outages, and more. In a world where the gig economy, digital workplace, and BYOD culture are rapidly increasing trends, having such a unified experience isn’t just helpful to enterprises—it’s critical to their success. In consumer-facing enterprises, VoIP by itself can reduce the cost of customer contact and improve call speed.

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IBM Jumps Into RPA Market With Automation Anywhere — Perhaps A Turn To More Practical Challenges

Ian Jacobs

business process management (BPM) enterprise architecture robotic process automation (RPA IBM and Automation Anywhere (AA’s) today announced a collaboration (note-not a formal partnership yet) to integrate (AA’s) Robotic Process Automation (RPA) platform, used to create software bots to handle repetitive, task-based work, with IBM’s portfolio of digital process automation software, that includes IBM Business Process Manager and Operational Decision Manager.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Guest Blog: Assistive AI for Real Work


This week we feature an article by Christopher Connolly who shares fascinating information about enterprise-grade assistive AI and how it can help make customer support more effective. Enterprise-grade assistive AI initiatives are already in evidence across various industries.

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Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)


Relatively recently I switched to Enterprise – the experience they have given me has been markedly different (better) than any other hire car company I have used. I wrote a CX review on my perspective of Enterprise – you can read that here – it is very impressive.

Guest Blog: “Good” vs. “Great”


For the record, neither her nor I work for Enterprise – she was so impressed with the service, she shares her experience. and used Enterprise car rental. Enterprise obtained my flight number so they could meet me upon arrival. As Enterprise does not have a kiosk at the Victoria Airport, they drove us offsite to their office. Fast forward 4 days later… Back to the Enterprise office to return the vehicle.

Differentiator Series, Part 5: Selling and Promoting the Contact Center

Contact Center Pipeline

This activity starts at the highest levels, and the objective is to help all key decision-makers understand how valuable a contact center is to a successful enterprise. Our final installment of the differentiator series is perhaps the most important for customer service leadership.

What we learned at Enterprise Connect!


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. Combined with very little corporate governance, enterprises are faced with fragmentation and information siloes. We asked a random selection of show attendees four key questions: How many chat and team messaging apps do you use at work?

Meet us at Enterprise Connect 2017


CaféX is redefining contact center operations and customer engagement

Enterprise Uses of Speech Analytics (whitepaper)


Enterprise Uses of Speech Analytics (whitepaper). 5/1/2017. By Donna Fluss. Introduction. Wouldn’t it be great to share in the journey of each of your customers; to know what they think about your employees, policies, products, services and competitors? To be able to capture insights about what it’s really like to transact business with your company? Since you can’t be everywhere watching and evaluating the customer experience, speech and text analytics is the next best thing.

Bots and AI: Great Bot Use Cases in Production Today


Developers Enterprise Real-time Communications VoiceEvery bot developer must contend with the limitations that are inherent in such a relatively new technology. But innovators always find a way to transcend tech limitations and build something remarkable.

The Future of Business Travel Is Customer Experience Innovation


Enterprises in the traditional hospitality industry are facing a serious problem: on one side, online aggregators like Kayak and Trivago are pushing to own the relationship with the customer, treating the hotels themselves as wholesalers to be squeezed on price.

Contact Center Industry Leaders’ Impression of Amazon Connect

Bright Pattern

March of this year, at Enterprise Connect, Amazon launched Amazon Connect and entered into the Customer Interaction Management and Contact Center Industry.

22 Call Center Technology Leaders Reveal the #1 Mistake Companies Make When It Comes to Purchasing Speech Analytics Software


Purchasing speech analytics software is a major investment for both enterprises and SMBs alike. Like all major technology investments, purchasing speech analytics software comes with a bit of pre-planning and analysis.

Be the Host with the Most: 4 Capabilities of Team Collaboration Software that Make it Easy for Guests


According to the 2016 US State of Enterprise Work Report , the amount of time office workers spend doing their primary job duties decreased in 2016, from 46% to 39%.

Mobile Self-service Modernizes Your WFM

Call Center Coach

Branch Messenger is the employee self-service platform that offers enterprises unprecedented access to their frontline workers at scale while also empowering hourly shift workers to manage their work lives in real-time.

Finances Online Adds PanTerra CloudUC


PanTerra Networks, the leading provider of unified cloud services for mid-market enterprises, today announced it has been added to. in several categories: Top 200 Collaboration Software. Top 50 Communications Software. #41 41 Collaboration Tools Software. #20 20 VoIP Software. #6 6 Instant Messaging and Chat Software. Additionally, PanTerra has received Finances Online’s 2017 Awards for Rising Star and Great User Experience and was listed among the.

"Follow the Leader" Featuring Jessica Voss

Call Center Weekly

Jessica Voss has o ver 17 years in telecom and contact center sales, servicing both enterprise and mid-market companies around the world. What are the benefit of moving your contact center to the cloud? For those of you who are still standing still on the ground and contemplating moving your contact center to the cloud, allow me to float you some ideas to get you moving toward the cloud. First , the security of the cloud is much better than that of the traditional, premise-based solutions.

How Technology Contributes to Customer Experience

Win the Customer

Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. By being proactive, a company can dazzle its customers with great service.

The Future of Enterprise Collaboration and Seamless Video Conferencing with Rami Musallam, CEO of CafeX.


2016 has been an exciting year for CafeX and our customers. We accelerated our pace of innovation with the launch of Chime, Supervisor Assist, Live Assist for Dynamics 365, as well as Kickstart and Live Assist Short Code.

Measure to manage customer experience


Enterprises attempt to measure the customer experience through focus groups, post call surveys, and quality scores. By analyzing what makes consumers happy or unhappy, enterprises can create a customer satisfaction model. Are you measuring customer experience?

Driving your business forward with open innovation


Sachin Gupta is the CEO & Co-founder at HackerEarth, an enterprise software solution for innovation management and talent assessment.

5 Ways Verint Mid-Market Solutions Can Help Your Business

Contact Center Pipeline

But what if the cost of workforce optimization software exceeds your budget, or you don’t need the robust feature set of an enterprise solution?

Brett Brosseau shares insight into Call Center Gamification

Call Center Coach

Solutions are easily scalable from small boutique call centers to large enterprises with global operations. Gamification in customer experience has been used for several years.

Don’t Blow Up Your Customers

The Center for Client Retention

Jana Sedivy helps to make enterprise products better. Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen. I don’t mean a small kitchen fire, I mean there was an enormous “BOOM,” and then flames everywhere.

7 Tips for Reducing Field Service Costs and Enhance Customer Experience That Actually Work

Win the Customer

With software companies providing innovative solutions to enable smarter decision-making and more efficient resource allocation, a truly lean enterprise is within reach that leaves more time and resources to take care of customers.

2017 Temkin Group CX Excellence Award Winners

Customer Experience Matters

I’m thrilled to announce (and congratulate) the winners of Temkin Group’s sixth annual Customer Experience Excellence Awards: AARP – formally established its AARP Experience (AARPx) team in 2016 with the mission to work across the enterprise to create a seamless, personalized experience for members that is supported by a customer-centric culture.

John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

Windstream (NASDAQ: WIN), a FORTUNE 500 company, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.