CSM Magazine

APRIL 18, 2024

CPaaS stands for Communications Platform as a Service. It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. The CPaaS market has been experiencing significant growth.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52

Momentum Telecom

JANUARY 9, 2024

Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider.

Management 116

Management Customer centricity Enterprise Service level 116

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. The foundation of these interactions lies in the robustness of their voice infrastructure. By switching to VoIP, businesses can save money on equipment and infrastructure costs.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. Per Gartner's definition, a CTI is “The intelligent linking of computers with switches, enabling coordinated voice and data transfers to the desktop.”

Management 64

Management Call Logging CRM Call flow 64

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer centricity 169

Customer centricity Feedback Surveys Metrics 169

Momentum Telecom

FEBRUARY 27, 2024

Around 130 million commercial Microsoft users now use Teams ,1 so it only makes sense that more businesses want to know if they can use this popular collaboration platform as a voice solution. Can Businesses Use Teams as a Voice Solution? Yes, businesses can use Microsoft Teams as a voice solution.

Wait times 52

Wait times CRM Customer Service Personalization 52

CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. The answer is simple: to empower their customers. Customers can now enjoy a seamless, 360-degree view of their end-users, enabling deeper insights and more personalised experiences.

CRM 52

CRM Gamification Wait times Technology 52

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

TechSee

SEPTEMBER 27, 2023

TechSee’s Sophie AI merges voice, visual, and text interactions to help service teams resolve any questions or issues using natural language and intuitive visual guidance. Fully customizable and adaptable to any brand or business, it provides the “brain” to humanize automated customer service interactions.

Virtual Agent 124

Virtual Agent Customer Service Enterprise Customer centricity 124

NobelBiz

JANUARY 3, 2024

Advanced AI Integration: Beyond Customer Service Artificial Intelligence (AI) is no longer a novelty in call centers. AI-driven analytics, predictive dialing, and customer interaction management are becoming standard. These technologies not only enhance customer experience but also streamline operations and decision-making processes.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

VirtualPBX

SEPTEMBER 14, 2023

Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. Integrating VoIP & texting in your business transforms the way you communicate with your partners, customers, and employees. That is where VoIP & texting steps in. What is VoIP?

voip 105

voip CRM Consulting Consulting 105

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction. AI in Customer Service will reduce customer wait times and improve overall efficiency.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

SmartAction

JANUARY 11, 2024

FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform.

Virtual Agent 85

Virtual Agent Customer Service Call flow Self service 85

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. An emotionless robotic voice asks them to repeat the same information over and over. Use a natural, empathetic voice. No one wants to listen to an unfriendly, unhelpful, and inhuman voice. Make sure the voice is relatable and fits your audience.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Increased Customer Convenience Customers appreciate swift and round-the-clock service.

Virtual Agent 124

Virtual Agent Chatbots Enterprise Wait times 124

SmartAction

FEBRUARY 7, 2024

While many dealerships have embraced automated scheduling online, a significant opportunity lies untapped in AI-powered voice scheduling. This specific application of AI technology stands to redefine customer service experiences in auto dealerships.

Wait times 75

Wait times Technology Customer Service Personalization 75

NobelBiz

NOVEMBER 20, 2023

Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. By consolidating calls, voicemails, and recordings within a unified platform, it simplifies organizational efficiency.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

TechSee

SEPTEMBER 21, 2023

As you chat, you read your friend’s facial expressions and listen to the tone of their voice. Similarly, Generative AI must be multisensory, fusing text, voice, and vision to interact with and help users naturally. 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

Cyara

FEBRUARY 20, 2024

Every organization understands the vital importance of enabling their customers to connect seamlessly. As such, it is vital to guarantee that all of your communication channels adhere to the highest standards, delivering an optimal experience to all customers. Integrating these to work together seamlessly can be daunting.

Interactive Voice Response 76

Interactive Voice Response Chatbots Enterprise Abandon Call 76

JustCall

MARCH 1, 2024

On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. What does it mean for communication platforms and their customers? Now, any unsolicited robocall using AI voices is illegal, period. Would you still love it?

Telemarketing 52

Telemarketing Government Technology Marketing 52

JustCall

MARCH 1, 2024

On February 8, 2024, the Federal Communications Communication (FCC) announced that using AI-generated voices in robocalls is now illegal across the United States. What does it mean for communication platforms and their customers? Now, any unsolicited robocall using AI voices is illegal, period. Would you still love it?

Telemarketing 52

Telemarketing Government Technology Marketing 52

SmartAction

NOVEMBER 15, 2023

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Key Trends in Customer Self-Service 1.

Self service 97

Self service Virtual Agent Chatbots Analytics 97

aircall

FEBRUARY 23, 2022

To fuel the future of voice, HubSpot is making a strategic investment in Aircall, its #1 most installed telephony partner. This funding complements our shared customer-centric missions of delivering best-in-class technology paired with outstanding customer experiences for small and medium businesses.

Customer centricity 127

Customer centricity CRM Sales Customer Experience 127

Momentum Telecom

OCTOBER 10, 2023

The acquisition will expand Momentum’s communications portfolio, merging its top-tier talent and further solidifying its position as a premier voice-enablement platform for Microsoft Teams. We believe that together we can bring even more value to our customers by providing a customer-focused and seamless communication experience.”

Technology 98

Technology Management Marketing 98

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

OctopusTech

APRIL 24, 2024

Think of the Shopify platform as a virtual marketplace where you open your own “shop.” Safe and Secure: Keeping the data of your store and customers secure is first and most important for Shopify. ” It is like having an e-commerce store at the center of an online mall with traffic from all corners of the world.

Technical Support 62

Technical Support Management 62

Momentum Telecom

FEBRUARY 28, 2023

Today’s platforms are more feature-rich than their predecessors, with advanced capabilities that streamline processes, improve communications, and keep employees happy. Modern cloud collaboration tools enable hybrid workforces to work together in an intuitive, all-in-one platform without compromising on security or reliability.

CRM 98

CRM Technology Contact Center Surveys 98

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Inbenta

APRIL 10, 2024

DALLAS, TX – March 26, 2024 – Inbenta, a complete customer experience platform powered by AI, today unveiled three enhancements to its award-winning Digital Instructor product (formerly Horizn Digital Demos). The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees.

SaaS 52

SaaS Education Contact Center Customer Support 52

NobelBiz

NOVEMBER 6, 2023

Contact centers serve as the lifeblood of customer service for countless businesses, and the integration of intelligent automation holds the key to unlocking their full potential. Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. alone by 2040.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

NobelBiz

APRIL 16, 2024

Not all businesses have the ability or the resources to effectively engage customers across multiple channels. The concept of omnichannel customer engagement has been around for a while now, yet not all companies utilize it correctly or at all. Why is an Omnichannel Customer Engagement Strategy Important for Businesses?

Contact Center 52

Contact Center CRM Call Center Best practices 52

Fonolo

JUNE 13, 2023

Today’s customers expect more from customer service. Luckily, when you replace hold time with a call-back, your customer satisfaction ratings go up while improving your operational efficiencies. Call abandonment then leads to higher repeat calling (which can strain the call center system) and, of course, dissatisfied customers.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

Hodusoft

APRIL 4, 2024

Enhancing CX with HoduCC Omnichannel CX Suite: An All-In-One Solution for Modern Businesses In today’s competitive business landscape, providing excellent customer experience (CX) is not only a differentiating factor but a necessity. Are you facing trouble in integrating different customer service platforms?

Contact center software 52

Contact center software Analytics Interactive Voice Response Contact Center 52