Spearline

FEBRUARY 2, 2022

As recently announced , Spearline acquired testRTC, a recognised leader in the provision of WebRTC testing solutions to the UCaaS, CCaaS, CPaaS and enterprise markets. testRTC offers a complete solution for the whole WebRTC lifecycle; from development to production and customer support.

Self service 98

Self service Enterprise Contact Center Metrics 98

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. 2023 will be all about customer lifecycle management (CLM). They share their top 5 unified communications predictions for 2023.

Surveys 173

Surveys Education Enterprise Technology 173

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Customers: using webchat, voice, document sharing, and even video chat, on an interchangeable basis, ensures customers and agents can communication efficiently and effectively, minimizing wasted time and eliminating confusion.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Full disclosure: I now work for a UCaaS company.

Customer Experience 208

Customer Experience Journey mapping Education Accountability 208

CSM Magazine

APRIL 28, 2021

When Calabrio surveyed over 300 contact centre professionals, the most effective way to improve employee engagement moving forward was quoted to be giving people the ‘ right tools and tech ’. This comes as no surprise as agents regularly contend with 20+ different desktop applications to serve customers.

CRM 59

CRM Analytics Multichannel Telecommunications 59

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” Full disclosure: I now work for a UCaaS company.

Customer Experience 182

Customer Experience Journey mapping Education Accountability 182

Cisco - Contact Center

FEBRUARY 19, 2021

He called their customer service department, was connected directly to an agent who knew exactly who he was and that he had just purchased his car. From Customer Service to Customer Experience. They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs.

Customer Experience 122

Customer Experience Contact Center APIs contact center solutions 122

Balto

JULY 19, 2023

to provide enhanced customer experiences with AI-driven capabilities. The integration allows Balto users to seamlessly connect and empower their agents with the latest 8×8 capabilities, including business intelligence, insights, and analytics. Learn more about the 8×8 Technology Partner Ecosystem at [link]. 8×8, Inc.

Technology 52

Technology contact center workforce Coaching Contact Center 52

Hodusoft

MAY 24, 2023

Even though the technology has been around since the 1990s, many call centers and contact centers have started using it not only to authenticate their customers and protect their data but also to improve several call center metrics. As per another study, voice biometrics can cut customer authentication time by more than 90 percent.

call center software 52

call center software Call Center Self service call center solutions 52

Momentum Telecom

JULY 20, 2021

As a Unified Communications as a Service (UCaaS) provider, Momentum Telecom has extensive experience providing unified communications across mainstream mobile and desktop platforms including Windows, Mac, iOS, and Android. We’re confident that we will meet or exceed customers’ expectations. Mobility . Why Momentum? .

Technology 92

Technology Service level Personalization Management 92

Momentum Telecom

JULY 20, 2021

How can today’s businesses ensure their customers are set up to be as successful as possible when they can’t meet face to face? With the right communication tools and unified communications provider, your customers will have the tools needed to seamlessly adapt to these changes, without risking collaboration or communication. .

Employee engagement 98

Employee engagement Technology Personalization voip 98

Spearline

JULY 29, 2021

During the recent episode of the Spearline podcast, I spoke with Spearline’s Chief Customer Engagement Officer, Dan Hayes, about his role in the company and his experiences working with customers. We build powerful bonds with our customers at various levels, in new organizations.

Telecommunications 98

Telecommunications Engineering Customer retention Customer Support 98

Serenova

MARCH 10, 2020

It creates the first-ever platform focused on delivering unified, cloud-ready, omnichannel experiences for highly connected workplace collaboration and deeper customer engagement. For contact centers, this means a next generation of high-definition customer experiences that will differentiate the most successful global brands.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Balto

JUNE 8, 2022

AI-powered conversation excellence platform combines with Genesys customer experience platform to give customers the ability to seamlessly scale perfect contact center conversations. Balto makes it easy for Genesys customers to scale excellent conversations across their entire contact center.

Contact Center 52

Contact Center Coaching APIs Cloud contact 52

Spearline

NOVEMBER 5, 2020

In a recent interview with Moshe Beauford, technology journalist for UCToday, Dan Hayes, Spearline’s Chief Customer Officer, got the chance to answer some pivotal questions about the challenges telecoms providers have faced during the novel Coronavirus. ” *Article originally published on UCToday.

Telecommunications 95

Telecommunications Chief Customer Officer voip Enterprise 95

CX Accelerator

OCTOBER 21, 2019

There aren’t many professional career paths more rewarding than Customer Experience (CX). And if you’re a fan of IFTTT , you can connect the two apps to trigger automated organization. You might be thinking, “what the heck does a fitness app have to do with Customer Experience?” The ability to connect with other industry pros.

Customer Experience 140

Customer Experience Journey mapping Education Accountability 140

Enghouse Interactive

FEBRUARY 9, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. Highlights include: Decision Factors in Choosing a UCaaS Provider. What’s Next.

Enterprise 54

Enterprise Customer Experience Contact Center Cloud contact 54

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. Highlights include: Decision Factors in Choosing a UCaaS Provider. What’s Next.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

8x8

FEBRUARY 26, 2018

With March rapidly approaching, the team here at 8x8 is excited to head to the Gaylord Palms Resort, Orlando, Florida for our annual trek to Enterprise Connect , the premier event for enterprise communications and collaboration technology in North America. Highlights include: Decision Factors in Choosing a UCaaS Provider. What’s Next.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

JustCall

OCTOBER 4, 2022

and modems as well as routers Long Distance Calls Engaging in long-distance calls can drive up your call charges and bills Typically speaking, you get unlimited calling for making calls in the U.S. It also empowers agents to customize their sequence of number dialing, add/remove numbers, and forward calls to other relevant departments/agents.

voip 52

voip Interactive Voice Response CRM Abandon rate 52

CX Global Media

JULY 26, 2017

Customer sessions were getting hung and not being released. As Matt states in our interview, the most important thing to remember if you provide customer service or support is that, “the problem” is the customers’ and it needs to be solved…fast. During this time, their chat feature was unavailable to customers.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

JustCall

DECEMBER 23, 2022

Besides offering access to robust business phone capabilities, JustCall also integrates with solutions like Salesforce, Zoho, HubSpot, and Zapier to help you build a thriving customer engagement ecosystem. JustCall offers bulk SMS , SMS automation , and SMS workflows to effectively engage with customers. RingCentral.

voip 52

voip APIs CRM Enterprise 52

Avaya

JULY 19, 2017

I talked with Avaya customers and partners about what’s happening in Avaya Solutions now. It all started on a Wednesday at Avaya’s east coast headquarters at 2 Penn Plaza, where I was scheduled to help with a customer meeting in the Executive Briefing Center. IAmAvaya #ProudAvayan #Cloud #UCaaS #CCaaS #SaaS #UCOMS #CEM.

Engineering 68

Engineering SaaS Personalization 68

CSM Magazine

APRIL 20, 2021

It’s very exciting in that it’s driving a new conversation around remote employee and customer engagement. Organisations today are looking at Total Experience strategies, which reimagine customer and employee journeys to the point that any experience across any touchpoint is effortless. And this is just the start.

APIs 59

APIs Enterprise Technology Management 59

Balto

JUNE 30, 2022

It’s been a few days since Customer Contact Week 2022 in Las Vegas ended, and we’re still buzzing from all the amazing insights and new contacts we made. From sales to customer support, organizations across verticals are investing in the agent experience now more than ever. Ben Lazar CMO, Balto.

Contact Center 52

Contact Center Customer centricity Coaching Sales 52

Cisco - Contact Center

MARCH 17, 2019

On March 19th, Cisco will launch an entirely new kind of intelligence that will forever change how we connect and collaborate with people. This history-making event will take place at Enterprise Connect 2019, the leading conference and exhibition for enterprise communications and collaboration in North America.

Enterprise 40

Enterprise Contact Center Government Technology 40

JustCall

APRIL 5, 2023

Top Features of JustCall Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Post numbers – Keep existing numbers when changing services to help customers reach you easily.

voip 52

voip Interactive Voice Response APIs Contact Center 52

8x8

MARCH 26, 2018

Recently at Enterprise Connect in Orlando, leading communications, collaboration and contact center vendors showcased their most recent and innovative solutions for IT decision makers, application developers, resellers and industry influencers. This solution connects rooms on different team messaging platforms. Team messaging.

Enterprise 48

Enterprise Contact Center contact center solutions Analytics 48

8x8

MARCH 26, 2018

Recently at Enterprise Connect in Orlando, leading communications, collaboration and contact center vendors showcased their most recent and innovative solutions for IT decision makers, application developers, resellers and industry influencers. This solution connects rooms on different team messaging platforms. Team messaging.

Enterprise 48

Enterprise Contact Center contact center solutions Analytics 48

8x8

MARCH 26, 2018

Recently at Enterprise Connect in Orlando, leading communications, collaboration and contact center vendors showcased their most recent and innovative solutions for IT decision makers, application developers, resellers and industry influencers. This solution connects rooms on different team messaging platforms. Team messaging.

Enterprise 48

Enterprise Contact Center contact center solutions Analytics 48

JustCall

APRIL 3, 2023

Its intuitive platform integrates essential functionalities — calls, messaging, automation, and AI, to streamline communication and enhance customer engagement. JustCall has an autodialer that remotely makes calls and connects to a human agent only when the call is received. on the connected CRM.

Interactive Voice Response 52

Interactive Voice Response Enterprise Analytics call center software 52

aircall

JUNE 11, 2021

Voice communication is a powerful tool for persuading and influencing small business customers. Today, customers generally prefer to do business over the phone or via digital means rather than take time out of their day to visit your business office. It can also create frustration and misunderstanding in customers who need support.

voip 62

voip APIs Call Center Telecommunications 62

EPIC Connections

MARCH 27, 2018

When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for establishing an organization that builds value for their clients. Our first real employee was hired in 2006, and our longest running client engaged us in 2008. But as the industry has changed, so too has EPIC.

Consulting 37

Consulting Consulting Contact Center Cloud contact 37