TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

IdeasUnlimited

MARCH 6, 2024

This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. At the core of IdeasUnlimited’s offerings is its comprehensive range of call center services. Apart from the traditional call center services, IdeasUnlimited offers specialized support in various domains.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

ShepHyken

JULY 31, 2023

While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. When AI pulls information from the customer’s history or a knowledge base, support agents are empowered to have better interactions and efficiently provide the best solution.

Chatbots 296

Chatbots Enterprise Contact Center Technology 296

DMG Consulting

MARCH 27, 2024

AI is key to modifying and enhancing WFM solutions to enable them to properly address the needs of advanced contact centers and other operating environments that handle voice and digital synchronous and asynchronous interactions.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

CSM Magazine

MAY 15, 2024

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation.

Enterprise 52

Enterprise contact center solutions Analytics Contact Center 52

VirtualPBX

APRIL 10, 2024

Last week we announced the newest product to our lineup The VirtualPBX Contact Center. But what is a contact center? A contact center is a vital component of any organization’s operations. Within these centers, dedicated customer service representatives work diligently to address customer inquiries.

Contact Center 59

Contact Center Wait times CRM Healthcare 59

Zappix

APRIL 17, 2024

BURLINGTON, MASSACHUSETTS, UNITED STATES, April 17, 2024 / EINPresswire.com / — Zappix and GTS have launched their advanced Customer Engagement Solutions and Call Center Operational Enhancements for North American enterprises and government clients, marking a significant step forward in customer service and operational efficiency.

Government 52

Government Enterprise Call Center Interactive Voice Response 52

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

Contact Center 48

Contact Center Enterprise Self service Best practices 48

Balto

MAY 14, 2024

Louis, MO – Balto, the first company to provide real-time guidance to contact centers, has been named as a finalist in the Automation Solution of the Year category at this year’s CCW Excellence A wards. The post Balto Named Automation Solution of the Year Finalist at 2024 CCW Excellence Awards appeared first on Balto.

Contact Center 52

Contact Center Enterprise Technology Sales 52

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. This is the vision behind Sophie AI, the world’s first multisensory AI platform for the enterprise.

Engineering 109

Engineering Enterprise Chatbots Self service 109

Cisco - Contact Center

JANUARY 10, 2023

Xentaurs is a next generation consulting and Cisco digital solution integrator partner dedicated to making digital technology transformation a reality. They design from the ground up to architect and build innovative solutions business users adopt, and produce game-changing technical and business outcomes. Previous FSI Commentary.

Banking 145

Banking Enterprise APIs Contact Center 145

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Lumoa

APRIL 28, 2024

Their versatile platform goes beyond CX and offers solutions for employee experience, market research, and product feedback. Their pricing structure can be complex to understand and the cost will be quite high if you do not need such a versatile solution with many features. Lumoa is known for its simple yet powerful solution.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Fonolo

NOVEMBER 19, 2020

As the contact center continues to evolve rapidly, it’s important to take a step back and evaluate the big picture periodically. Over the past few months, our team at Fonolo has been working diligently to explore the latest contact center trends. The State of the Contact Center in 2020. Happier customers.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

Cisco - Contact Center

FEBRUARY 18, 2020

“I need the business agility, flexibility, and speed of new feature delivery that cloud offers while protecting my contact center investments.”. “I I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Do These Challenges Sound Familiar? You’re not alone!

Contact Center 119

Contact Center Enterprise Self service contact center solutions 119

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Edify

OCTOBER 4, 2021

Google has just announced that Edify is a Chrome Enterprise Recommended partner, earning a spot in their list of preferred cloud contact center solutions. What does this mean?

Enterprise 73

Enterprise contact center solutions Cloud contact Contact Center 73

Balto

JANUARY 25, 2024

Louis – Balto, the first company to provide real-time guidance to contact centers, unveils the latest leap forward in QA automation for contact centers: Balto QA Copil ot. Generative AI is able to score calls better than any other QA tool can, it is our unparalleled solution.”

Contact Center 69

Contact Center Coaching Education Enterprise 69

Cisco - Contact Center

JUNE 18, 2020

Driving Business Growth for Customers with the Intelligent Contact Center. Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Identified by Aragon Research.

Contact Center 124

Contact Center Enterprise contact center solutions Cloud contact 124

DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Training Data Is Key The underlying training data leveraged by the solutions is essential for the application’s success.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

DMG Consulting

MAY 8, 2023

This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market. While some of the contact center-as-a-service (CCaaS) vendors sell their own WFO/ WEM solutions and capabilities, most sell these applications through partnerships.

Management 62

Management Enterprise Analytics Contact Center 62

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Still unsure where to go from here?

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Nuance

APRIL 14, 2022

Intelligent technologies now power every aspect of the enterprise—including the contact center. In many cases, customer engagement AI tools are deployed as point solutions, but their true value is only revealed when they cover every moment of the customer journey, in [.]

Enterprise 82

Enterprise Contact Center Technology 82

Cisco - Contact Center

JANUARY 27, 2020

In our own Cisco survey of 700 contact center executives across 7 countries, 79% agreed that customer experience has a significant impact on business results. Indeed, in a significant number of enterprises, measures of customer experience, such as Net Promoter Score (NPS), have made their way into executive compensation.

Contact Center 80

Contact Center contact center solutions Enterprise Cloud contact 80

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 97

Contact Center Analytics Marketing First call resolution 97

DMG Consulting

AUGUST 10, 2023

This edition of the Report focuses on contact center and service-related uses of interaction analytics (IA) and a growing number of enterprise-wide use cases, as these solutions become more effective at capturing, identifying, and delivering actionable insights into the customer and employee experience.

Consulting 48

Consulting Consulting Enterprise Analytics 48

NobelBiz

NOVEMBER 20, 2023

Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer. Your selection should align with your specific business needs, whether you’re a small startup or a large enterprise. Read more about the NobelBiz self-service IVR system here.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Broader Use Cases for IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

AWS Machine Learning

MARCH 29, 2024

Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience.

Cloud contact 88

Cloud contact Chatbots Contact Center APIs 88

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

LiveVox

APRIL 24, 2023

Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase.

Consulting 75

Consulting Consulting Marketing Contact Center 75

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Why are Call Centers Important?

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

NobelBiz

AUGUST 7, 2023

In the realm of Contact Center as a Service (CCaaS) solutions, the choice between multi-tenant and single-tenant contact centers carries profound implications for businesses. In theory, all CCaaS solutions are designed to run and operate contact center businesses and departments effectively and productively.

Contact Center 98

Contact Center Government Healthcare Analytics 98

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding.

Real estate 85

Real estate Virtual Agent B2B Contact Center 85

DMG Consulting

NOVEMBER 7, 2023

This edition of the Report explores how generative artificial intelligence (AI), AI, and machine learning are delivering innovations in contact center technology that are both practical and robust. The future of contact center technology is in the cloud and CCaaS vendors are leading the way.

Consulting 59

Consulting Consulting Contact Center Marketing 59