As the adoption of cloud, SaaS and PaaS applications continues to grow in the enterprise, so does the challenge for companies to integrate their many disparate web-based and on-premise apps. Integration Platform as a Service (iPaaS) was born from the pain felt by businesses that needed a functional way to connect data residing in and […]. The post Built.io + Nexmo = Easy Integration of Voice and SMS into Customer Workflows appeared first on Nexmo. MORE
After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET. MORE
Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. MORE
Cloud Contact Center Connected Customer Experience Interactive Services Proactive Notifications & Mobility business center cheap choices communication contact contact center fast good managed proactive products provider SaaS services solutions whitepaperYou can have it cheap, fast or good. MORE
As a whole, SaaS executives tend to focus on Customer Success metrics like retention trends, expansion rates, and Customer Lifetime Value. Craig is the CEO of Natero, a uniquely data-driven Customer Success platform for B2B SaaS businesses. MORE
With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around. MORE
The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase. MORE
Web RTC, the underlying enabling technology, is increasingly available in SaaS and CCaaS solutions eliminating barriers to deployment. Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends. MORE
SaaS: Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet. There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go. MORE
Collaboration is key in bringing products to market: when customer needs are the focus, teams have common goals, and the workplace is diverse, everybody wins. Here are 3 takeaways for those unable to attend MORE
The Bottom Line: The most effective scenario is to find a hosted SaaS technology provider who is responsible for all maintenance and upgrades and provides the connectivity options that link you and your agents together. Many contact center leaders have partnered with EPIC to deploy at-home models, evaluate the industry’s best SaaS technology platforms, and find the right solution as well as the right agents. The benefits of a home-based agent model are undeniably exciting. MORE
Rohit Prasanna brings about 14 years of digital marketing experience and has been an advisor to software start-ups in the mobile and SaaS areas. MORE
This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Remember when we used to talk about “channels and media”? Life was simple. MORE
They followed up in April with an acquisition of Mattersight which provides SaaS-based enterprise behavioral analytics software. We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk. MORE
IBM SaaS Digital Commerce solution [link]. I was honoured again this week to be invited to Wimbledon by IBM to experience this very special tournament that blends the very best of tradition and innovation. MORE
The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies. MORE
He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. MORE
I’ve worked for SAAS companies in the past where we went through phases where something would break weekly, the call queue would go from 5 to 50, and we’d work into the night trying to get caught up on the email queue. MORE
As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives. MORE
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business. MORE
But there are a few more choices to make, including which solution is right for you: SaaS or managed services. SaaS (Software as a Service) is a do-it-yourself option. The Blog SaaS or Managed Contact Center? So you’ve decided to move your contact center to the cloud. MORE
Fonolo offers similar functionality, but in a platform-agnostic way, with a cloud-delivery model and SaaS pricing. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes. MORE
In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers. MORE
1) PER USER/PER MONTH PRICING: This is the traditional Software as a Service (SaaS) pricing model where each user added increases the total cost. In a recent article , Nancy Seby discusses how contact centers use cloud software to reduce costs and also as a backup for disaster recovery. MORE
Off-Site Provisions: An alternate technology—which goes by many names, such as hosted services, SaaS (software as a service), or cloud-based services—removes the need for contact centers to have much equipment on site. Ten essential items should be part of every contact center’s contingency strategy. Executives should have a plan to deal with critical emergency situations. It’s simply smart management. MORE
The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation. MORE
In terms of deployment, we can expect that trend to continue , but in terms of pricing, it’s now a 3-way question: equipment plus maintenance (the old way), traditional SaaS (the new way), or pure consumption (the new new way). MORE
The ROI of SaaS – Forrester Research. NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all! MORE
These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base. MORE
CustomerGauge: CEO of SaaS solution CustomerGauge, a platform which helps business retain customers. How to predict which clients you will lose (or will spend more). Are you confident in your post-sales team’s ability to secure renewal business? If you have a “land and expand” strategy, do know when you can expand your business in a given client? We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session. MORE
And it’s really just part of a larger trend where all enterprise software has been moving to cloud architecture and SaaS pricing.). Contrarian view by the CEO of OttSpot: Twilio Flex: the future death of the “no (Telecom) stack” SaaS? MORE
Hosted software also is referred to as software as a service (SaaS) or cloud software, if the servers are virtualized. Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software. MORE
Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber. My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses. Each week I read a number of customer service articles from various online resources. MORE
The move to SaaS pricing and cloud deployment has made a lot of the processes obsolete – specifically those that made their business model viable. Is there still room for the traditional channel partner in a world dominated by cloud deployment, SaaS-pricing (or consumption pricing)? MORE
How does the SaaS customer experience differ from traditional business models? The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular. MORE
Blog Call Center Customer Service General SaaS Call Center Technology Contact Center TechnologyOften a company leadership faces unending challenges especially when it comes to the rapid technological changes. MORE
There are founders who believe they can scale SaaS companies here in Minneapolis, including Kipsu and Branch. It’s Twin Cities Startup Week , a gathering of the creatives, hackers, investors, makers, entrepreneurs, and startups that are powering the economic future of Minneapolis and St. MORE
The post The Impact of SaaS on Education appeared first on Aspect Blogs. Contact Center Industries Education cloud computing cloud computing in education customer service education SaaS MORE
Within the past few years, Software-as-a-Service (SaaS) platforms have gained a powerful foothold for each skilled and private applications. Cloud contact center business is an evolution in the market according to the needs of the modern technology. Usually, a cloud base system is adapted and can be scaled according to the size of the organization. It is not limited to one place, it can use for any type of computer. MORE
Before purchasing any software or SaaS solution, investigate your options to ensure you are investing in a system robust enough to benefit your contact center operations during peak periods and throughout the entire year and generate maximum ROI. Holiday staffing can be challenging at best in the contact center industry. MORE
Aspect Via™ delivers contemporary self-service, interaction management and workforce optimization capabilities in a reliable, robust SaaS architecture. Today, we are closing out our CEC Capabilities series, but before we do we have one final topic to touch on: continuous delivery. MORE
SaaS Related Topics Win the Customer
NOVEMBER 11, 2016
These are some of the SaaS solutions that you can utilize to establish and grow your knowledge base. This is another SaaS product that is aimed at customers who are in desperate need of creating and managing a knowledge base.
West
SEPTEMBER 29, 2017
But there are a few more choices to make, including which solution is right for you: SaaS or managed services. SaaS (Software as a Service) is a do-it-yourself option. The Blog SaaS or Managed Contact Center? So you’ve decided to move your contact center to the cloud.
ShepHyken
SEPTEMBER 12, 2016
Skyrocket SaaS Growth: 56 Must Read Tips From Top SaaS Companies by Adam Feber. My Comment: Don’t be misled to thinking this article is for just SaaS types of businesses. Each week I read a number of customer service articles from various online resources.
CafeX
DECEMBER 12, 2017
Collaboration is key in bringing products to market: when customer needs are the focus, teams have common goals, and the workplace is diverse, everybody wins. Here are 3 takeaways for those unable to attend
West
JUNE 20, 2018
Cloud Contact Center Connected Customer Experience Interactive Services Proactive Notifications & Mobility business center cheap choices communication contact contact center fast good managed proactive products provider SaaS services solutions whitepaperYou can have it cheap, fast or good.
Envision
AUGUST 19, 2016
Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location.
CafeX
DECEMBER 14, 2017
When vetting SaaS providers & choosing online collaboration tools, regulatory compliance & information security are key requirements; here's what CaféX is doing to ensure our chat and workspace software is secure
ShepHyken
JULY 31, 2017
The Status Quo of Customer Success in SaaS: Stats, Facts, Data, and Japanese Restaurants by Andy Mura. Userlane) The evolution of SaaS organizations that focus on customer experience and customer success. My Comment: This article draws some parallels between some of the experiences the author had when dining out at a variety of Japanese restaurants and doing business with software (SaaS) companies.
Nexmo
APRIL 24, 2018
As the adoption of cloud, SaaS and PaaS applications continues to grow in the enterprise, so does the challenge for companies to integrate their many disparate web-based and on-premise apps. Integration Platform as a Service (iPaaS) was born from the pain felt by businesses that needed a functional way to connect data residing in and […]. The post Built.io + Nexmo = Easy Integration of Voice and SMS into Customer Workflows appeared first on Nexmo.
UJET
JANUARY 23, 2018
After years of delivering SaaS solutions and supporting customers' implementations through their transition from one half-decent tool to another, I knew there had to be a better way. Most of the time, we could get 80 or 90% of the way there—but only after significant compromise. The reality is that a large part of this industry is built from 20-year-old architectures and only updated just enough to infiltrate the cloud technology space… But then there’s UJET.
ShepHyken
MAY 11, 2018
Rohit Prasanna brings about 14 years of digital marketing experience and has been an advisor to software start-ups in the mobile and SaaS areas.
ShepHyken
OCTOBER 28, 2016
He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business.
Aspect
JANUARY 3, 2018
The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. With SaaS, upgrades are made continuously in the cloud, at no extra charge, with no changes or interruptions to the customer’s operation.
inContact
DECEMBER 19, 2017
The ROI of SaaS – Forrester Research. NICE inContact’s blog keeps you up to date on the hottest contact center trends – but with 3-4 posts a week, it may be hard to get to it all!
Satrix Solutions
APRIL 2, 2018
As a whole, SaaS executives tend to focus on Customer Success metrics like retention trends, expansion rates, and Customer Lifetime Value. Craig is the CEO of Natero, a uniquely data-driven Customer Success platform for B2B SaaS businesses.
Callminer
MAY 2, 2018
Hosted software also is referred to as software as a service (SaaS) or cloud software, if the servers are virtualized. Hosted call center software is a delivery model that differs from on-premise software and shares some characteristics with cloud-based software.
Call Center Coach
JULY 26, 2017
SaaS: Software as a service (SaaS) is a software distribution model in which a third-party provider hosts applications and makes them available to customers over the Internet. There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go.
EPIC Connections
SEPTEMBER 27, 2017
The Bottom Line: The most effective scenario is to find a hosted SaaS technology provider who is responsible for all maintenance and upgrades and provides the connectivity options that link you and your agents together. Many contact center leaders have partnered with EPIC to deploy at-home models, evaluate the industry’s best SaaS technology platforms, and find the right solution as well as the right agents. The benefits of a home-based agent model are undeniably exciting.
ShepHyken
JANUARY 27, 2017
With BI, AI, and cloud-based SaaS apps, CRM software is adapting to your business, not the other way around.
ShepHyken
SEPTEMBER 1, 2017
As both a professor and chief scientist at a SaaS software company, I spend time around two groups of people that couldn’t be more different: Enterprise marketing, sales, and customer experience executives.
Aspect
SEPTEMBER 28, 2017
The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. Subscribing to a cloud SaaS solution mimics the historical pattern of an autonomous WFM purchase.
ShepHyken
JUNE 10, 2016
Benny Tjia is co-founder and CEO of Bornevia , SaaS product for better and more responsive customer support. This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture.
Aria Solutions
FEBRUARY 28, 2018
Technology fuels so many aspects of businesses today, that it is now the lifeblood of the organization. CIOs and Infrastructure leaders must own the design for the full eco-system to deliver an infrastructure that can be the foundation for the business.
Fonolo
MARCH 27, 2018
The move to SaaS pricing and cloud deployment has made a lot of the processes obsolete – specifically those that made their business model viable. Is there still room for the traditional channel partner in a world dominated by cloud deployment, SaaS-pricing (or consumption pricing)?
Aspect
AUGUST 22, 2017
Aspect Via™ delivers contemporary self-service, interaction management and workforce optimization capabilities in a reliable, robust SaaS architecture. Today, we are closing out our CEC Capabilities series, but before we do we have one final topic to touch on: continuous delivery.
Peter Lavers
NOVEMBER 16, 2017
This change has been complemented by the move to purely digital products in some categories e.g. music downloads, ebooks / enewspapers / emagazines, movie streaming, SaaS. Remember when we used to talk about “channels and media”? Life was simple.
Fonolo
FEBRUARY 27, 2018
And it’s really just part of a larger trend where all enterprise software has been moving to cloud architecture and SaaS pricing.). Contrarian view by the CEO of OttSpot: Twilio Flex: the future death of the “no (Telecom) stack” SaaS?
Customer Service Life
MARCH 24, 2018
I’ve worked for SAAS companies in the past where we went through phases where something would break weekly, the call queue would go from 5 to 50, and we’d work into the night trying to get caught up on the email queue.
Genroe
FEBRUARY 18, 2015
CustomerGauge: CEO of SaaS solution CustomerGauge, a platform which helps business retain customers. How to predict which clients you will lose (or will spend more). Are you confident in your post-sales team’s ability to secure renewal business? If you have a “land and expand” strategy, do know when you can expand your business in a given client? We will explore these questions, example cases studies and provide some practical approaches in this informal breakfast session.
Fonolo
JUNE 7, 2018
They followed up in April with an acquisition of Mattersight which provides SaaS-based enterprise behavioral analytics software. We’re about half-way through 2018, and the pace of acquisitions in the call center space has been brisk.
Aspect
JULY 24, 2017
In my last blog , we talked about the huge gulf between the value of speech analytics and the actual use of speech analytics in contact centers.
Ansafone
NOVEMBER 3, 2017
Off-Site Provisions: An alternate technology—which goes by many names, such as hosted services, SaaS (software as a service), or cloud-based services—removes the need for contact centers to have much equipment on site. Ten essential items should be part of every contact center’s contingency strategy. Executives should have a plan to deal with critical emergency situations. It’s simply smart management.
Fonolo
MAY 22, 2018
Fonolo offers similar functionality, but in a platform-agnostic way, with a cloud-delivery model and SaaS pricing. A surefire way to fall out of favor with a customer is to leave them on hold for more than a few minutes.
Peter Lavers
JULY 10, 2018
IBM SaaS Digital Commerce solution [link]. I was honoured again this week to be invited to Wimbledon by IBM to experience this very special tournament that blends the very best of tradition and innovation.
Dialer 360
OCTOBER 27, 2017
Within the past few years, Software-as-a-Service (SaaS) platforms have gained a powerful foothold for each skilled and private applications. Cloud contact center business is an evolution in the market according to the needs of the modern technology. Usually, a cloud base system is adapted and can be scaled according to the size of the organization. It is not limited to one place, it can use for any type of computer.
Taylor Reach Group
NOVEMBER 17, 2017
Web RTC, the underlying enabling technology, is increasingly available in SaaS and CCaaS solutions eliminating barriers to deployment. Original post via ProProfs, expert opinion summary by Colin Taylor. With Customer Experience being a crucial factor in business operations, comes the importance of optimizing Customer Support and forecasting trends. With 2018 around the corner, it’s a great time to discuss current and anticipated trends.
Fonolo
MARCH 20, 2018
In terms of deployment, we can expect that trend to continue , but in terms of pricing, it’s now a 3-way question: equipment plus maintenance (the old way), traditional SaaS (the new way), or pure consumption (the new new way).
Branch Mesenger
OCTOBER 11, 2017
There are founders who believe they can scale SaaS companies here in Minneapolis, including Kipsu and Branch. It’s Twin Cities Startup Week , a gathering of the creatives, hackers, investors, makers, entrepreneurs, and startups that are powering the economic future of Minneapolis and St.
Outsource Consultants
NOVEMBER 29, 2017
1) PER USER/PER MONTH PRICING: This is the traditional Software as a Service (SaaS) pricing model where each user added increases the total cost. In a recent article , Nancy Seby discusses how contact centers use cloud software to reduce costs and also as a backup for disaster recovery.
Pipkins
NOVEMBER 17, 2016
Before purchasing any software or SaaS solution, investigate your options to ensure you are investing in a system robust enough to benefit your contact center operations during peak periods and throughout the entire year and generate maximum ROI. Holiday staffing can be challenging at best in the contact center industry.
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