TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. These technologies are often confused, as both Conversational AI and text-based Generative AI can automate natural language interactions.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Beyond Philosophy

MARCH 29, 2024

However, his ghosting experience didn’t come from a romantic partner but a professional one. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here.

Personalization 221

Personalization Technology 221

BlueOcean

JANUARY 30, 2024

In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Understanding “All-In.” The per agent hour rate your contact partner charges typically includes operational management costs. On-going technology costs are also generally included.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

SharpenCX

AUGUST 14, 2019

The post Can Your Technology Vendor Survive in Your Digital Ecosystem? How to Find a Partner that Breathes Life into Your Transformation Strategy appeared first on Sharpen Contact Center Software. A watch, a computer, and a phone all walk into an office. They each exist and serve their own functions individually.

Technology 59

Technology Contact center software Contact Center 59

Contact Center Pipeline

OCTOBER 24, 2018

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.”

Technology 100

Technology Contact Center Surveys Call Center 100

Interactions

APRIL 16, 2024

Therefore, when choosing an Intelligent Virtual Assistant (IVA), it is important to not simply implement technology just for the sake of it, but to make sure that it is enhancing the overall customer experience. The first is making sure that the technology can be personalized to your brand and business rules. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

Surveys 173

Surveys Education Enterprise Technology 173

Outsource Consultants

APRIL 15, 2024

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Look for partners with agents specifically trained for political campaigns. Partnering with a call center that offers an “omni-channel” approach is key. Ready…Set…Go!

Call Center 67

Call Center Telemarketing Self service Surveys 67

ShepHyken

OCTOBER 16, 2023

Scale digitally in lockstep with selling partners. Create a comprehensive digital experience encompassing partners, customers, and internal teams. Utilizing digital tools and technology allows companies to effectively reach millions of customers in different countries and engage with them in a personalized manner.

Customer Experience 217

Customer Experience B2C Government B2B 217

AWS Machine Learning

APRIL 11, 2024

AWS was the first Cloud Service Provider (CSP) to offer NVIDIA GPUs in the public cloud, and remains among the first to deploy NVIDIA’s latest technologies. AWS Generative AI Competency NVIDIA was one of the 45 launch partners for the new AWS Generative AI Competency program.

Entertainment 98

Entertainment Marketing Best practices Technology 98

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results.

Contact Center 105

Contact Center Technology Sales Management 105

24-7 InTouch

FEBRUARY 13, 2024

IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. Mexico is truly special with a talented bilingual workforce that is also geographically close to our US-based client partners,” said Mike Henderson, Global Chief Operating Officer at IntouchCX.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

TechSee

APRIL 22, 2024

While new technologies offer incredible promise, customer adoption is a very real challenge. One common misstep in deploying new CX technologies is requiring customers to download apps or go through similar technical hurdles. Furthermore, TechSee’s technology can be integrated anywhere through APIs or SDKs.

APIs 109

APIs Scripts Technology Best practices 109

Expivia

FEBRUARY 15, 2024

Traditional models, heavily reliant on vast numbers of agents to handle calls and customer inquiries, are rapidly being outpaced by more technologically advanced methodologies. This strategic use of technology not only streamlines processes but also empowers BPOs to offer their clients more value, positioning them as leaders in innovation.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

Cisco - Contact Center

MARCH 8, 2024

Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store! We asked Shashank Nalla (Product Manager, Meraki MV Smart Cameras) to discuss how the cameras are used… Read more on Cisco Blogs

Technology 113

Technology Management 113

Cisco - Contact Center

APRIL 12, 2024

Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store! We asked Angela Huang (Product Manager, Meraki MT Sensors) to discuss how the sensors are used in the… Read more on Cisco Blogs

Technology 85

Technology Management 85

Cisco - Contact Center

APRIL 5, 2024

Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store! We asked Ali McKeand (Chief Technologist for Innovation at CAE Labs) to discuss how their technology… Read more on Cisco Blogs

Technology 73

Technology 73

Global Response

MARCH 13, 2024

This allows businesses to solve the challenges discussed above by leveraging the expertise, technology, and resources of specialized companies. Partnering with a CX provider gives you access to expertise and advanced technology. Yet it is costly to invest in the latest technologies.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

24-7 InTouch

APRIL 26, 2024

The Catalysts of Successful AI Adoption Successful AI adoption is driven by a blend of strategic foresight, cultural readiness, and technological integration. Talent and Expertise : Investing in skilled personnel or partnering with AI experts to navigate the complex landscape of AI technology.

Government 52

Government Customer centricity Technology Management 52

Cisco - Contact Center

APRIL 24, 2024

Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store! We asked Julie Nguyen (Product Manager, Meraki Switching Platform) to discuss how the switches are used… Read more on Cisco Blogs

Technology 52

Technology Management 52

24-7 InTouch

APRIL 2, 2024

Strategic sprints enable us to maintain trusted relationships with our partners while addressing current ecosystem challenges, driving progress, and experimenting with emerging technologies. A leading food delivery service brand partnered with us to identify opportunities to enhance their customer experience (CX).

Technology 52

Technology Customer Experience 52

Totango

JANUARY 22, 2024

From the integration of cutting-edge technologies to the evolution of cross-functional roles and partnerships, here are their hot takes on what’s new for CS in this new year. 2024 will be a pivotal year for business leaders to lean into CS as a core C-suite partner for defining strategy and the path to growth.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

Cisco - Contact Center

FEBRUARY 1, 2024

Join us as we dive deeper into Cisco and Cisco Partner technology deployed at the Cisco Store! We asked Jeremy Martin (Sales Leader, Americas, Webex CPaaS Solutions) to discuss Webex Connect and how… Read more on Cisco Blogs

Technology 98

Technology Sales Customer Experience 98

Totango

SEPTEMBER 22, 2023

, we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, CS has the technology and customer data to feed product, sales, and marketing with the integrated insights to drive innovation forward.

Enterprise 113

Enterprise Education Best practices Customer retention 113

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

CSM Magazine

MARCH 11, 2024

Selecting a B2B fulfilment partner is a decisive move, akin to choosing a relay teammate in a high-stakes race. Quantifying Capabilities and Scalability When shaking hands with a potential business to business fulfilment partner, the first order of business is to measure their strength — not just for today but for the promised tomorrows.

B2B 52

B2B Technology Analytics Customer Service 52

NobelBiz

FEBRUARY 6, 2024

With the shift from an unregulated space to one that is increasingly governed by rules, the importance of navigating this landscape with a knowledgeable partner becomes huge. This is why Depies emphasizes the necessity of partnering with experts to ensure compliance. All enabled by NobelBiz leading contact center technology.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Eptica

NOVEMBER 3, 2023

We examine what to look for when picking a partner to ensure long-term success. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 101

Best practices Technology Management Customer Service 101

24-7 InTouch

NOVEMBER 2, 2023

Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role.

Real estate 111

Real estate Finance Contact Center Technology 111

BlueOcean

APRIL 24, 2024

If you and your outsourced partners are serious about environmental sustainability, tracking performance in this area is key. Social Responsibility Social responsibility has a weighty impact on the retention and well-being of all employees. Check for good practices like whistleblower protection policies.

Contact Center 71

Contact Center outsourcing Government Customer Care 71

Outsource Consultants

FEBRUARY 26, 2024

This could be a huge game changer as you’re able to now leverage the same agent to manage so many more languages through translation technology. But it’s about how it impacts our BPO partners, helping them elevate their game through digital transformation. ’ I light up. I thrive on those chats.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Momentum Telecom

JANUARY 9, 2024

About Momentum: We unleash human momentum with collaboration, connectivity, and communications technology. All business is human—and when custom technology empowers human ingenuity, people and companies thrive. Our team takes pride in making technology easy and cost effective. Companies become agile, efficient, and resilient.

Management 116

Management Customer centricity Enterprise Service level 116

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system.

Accountability 52

Accountability Sales Technology Management 52

Global Response

FEBRUARY 28, 2024

It reduces the need to invest in infrastructure, technology, and staff for non-core functions. Access to specialized expertise : Outsourcing partners specialize in their services and have access to skilled professionals and advanced technologies. This leads to better patient outcomes and increased satisfaction.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

IdeasUnlimited

MARCH 6, 2024

Such a wide array of services makes IdeasUnlimited a versatile partner for businesses looking to enhance their customer engagement strategies. The company invests in training its representatives to be adept at using the latest technologies, ensuring efficient and effective communication with customers.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

Call Design

MAY 12, 2021

New combined company will expand its global reach in the Customer Experience technology space. Abry Partners (“Abry”), a Boston-based private equity firm, spearheaded the merger and is now the majority owner of the combined company. Westford, MA. May 10, 2021. Vector Capital, owner of Aspect, will continue as minority equity holder.

Transportation 151

Transportation Healthcare Enterprise Technology 151

AWS Machine Learning

MARCH 22, 2024

Contentful is an AWS customer and partner. He partners with software companies to architect and implement cloud-based solutions on AWS. Before joining AWS, he worked for AWS customers and partners in software engineering, consulting, and architecture roles for 8+ years.

Engineering 88

Engineering Consulting Consulting Enterprise 88