AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. per contact, while self-service channels cost about $0.10

Self Service 76

Self Service Virtual Agent Connections Contact Center 76

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. With the integration of the platform and an effective IVR, your customer accesses support end-to-end in the language of their choice. It’s our thing. Read on.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. If Gartner’s predictions ring true, contact centers have the opportunity to transform the enterprise to become the customer experience (CX) hub.

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

NICE inContact

JUNE 26, 2018

In part 2 , we looked at KPIs that drive enhanced customer experience and in part 3 , we looked at how contact centers can increase customer lifetime value. This blog will focus on true financial value of moving from a premise or hosted to a cloud native platform. This is completely eliminated in cloud native models.

Financial 194

Financial Customer Experience Contact Center Software 194

NICE inContact

OCTOBER 3, 2019

Today, NeoNova’s 180-or-so agents working in three contact center and remote locations provide support and technical help—upwards of 75,000 phone, email and chat interactions annually— for rural customers of its regional internet service provider clients. CXone Cloud Contact Center Platform provided that change.

Contact Center 27

Contact Center Omni-Channel Customer Satisfaction Metrics 27

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. We’ve entered an era where simply keeping abreast with the latest contact center tech advances is not enough. Technology Fuels Contact Center Transformation.

Contact Center 306

Contact Center Self Service Analytics Banking 306

NICE inContact

MAY 9, 2019

Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center. However, a move to NICE inContact’s cloud CX platform now is streamlining these processes and communications. Roles are switched, according to a schedule.

Self Service 136

Self Service Tools Contact Center Government 136

NICE inContact

JANUARY 24, 2018

So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years. Often companies started with a small deployment in one department and gradually grew that implementation to encompass all the contact center applications in the business. So, what comes next?

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Network (APN) recognized VoiceFoundry’s work to help customers elevate their customer experience leveraging Amazon Connect. The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers.

Connections 52

Connections Contact Center Omni-Channel Innovation 52

Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

Contact Center 78

Contact Center Self Service Customer Journeys Call Center 78

NobelBiz

FEBRUARY 6, 2024

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. Ebook | Call Labeling and Blocking for Contact Centers Compliance and Regulation The regulations in the SMS world are ever-changing. Contact centers should ensure that customers explicitly opt-in to receive SMS messages.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

CX Accelerator

JULY 1, 2020

Knowing this fact, companies have increasingly shopped for cloud solutions. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Two specific examples come to mind. Back To CX Accelerator Blog

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

NobelBiz

NOVEMBER 20, 2023

Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls. By consolidating calls, voicemails, and recordings within a unified platform, it simplifies organizational efficiency.

System 103

System Communication Contact Center Self Service 103

NICE inContact

JULY 18, 2019

IT leaders rely on a set of critical contact center functionalities for efficiency and success. Wouldn’t it be great if there were solutions that allowed for easy scalability, global connectivity, omnichannel routing, all in a unified and secure platform?

Contact Center 150

Contact Center Omni-Channel Call Center Video 150

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 60% of consumers have switched brands due to a negative contact center experience. 70% of brands see a direct connection between customer service and performance.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NICE inContact

AUGUST 13, 2019

Is your contact center keeping up? And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally. How do cloud contact centers meet these digital-forward needs? Unified platforms of complete digital service management across contact center operations.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

Talkdesk

APRIL 13, 2021

Talkdesk offers advanced administrative services to help customers optimize their contact center. Managing software and associated tasks needed to put the contact center running smoothly and efficiently becomes easier, relieving the administrative obligation and letting businesses focus on operational and strategic tasks.

Contact Center 133

Contact Center Contact Center Software Return on Investment Software 133

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

NICE inContact

JUNE 20, 2018

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off.

Customer Service 167

Customer Service Contact Center CRM Connections 167

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. In their 32-criterion evaluation of cloud contact center providers, Forrester identified the 11 most significant vendors and researched, analyzed, and scored them.

Contact Center 120

Contact Center Omni-Channel Report Trends 120

Vonage

OCTOBER 29, 2015

Similar to how smartphones and cloud technology have already transformed the way we work, wearable technology is the next trend to change working habits. The technology blurs the line between people and their devices, creating a truly connected experience. Wearables: the next technology to transform the workplace.

Connections 120

Connections Sales Contact Center Technology 120

CSM Magazine

MARCH 27, 2023

Calabrio , the workforce performance company, today announced its new workforce management (WFM) integration with Zoom’s omnichannel contact centre platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the only true-cloud, enterprise-grade WFM solution on the market.

Contact Center 52

Contact Center Multi-Channel Management Omni-Channel 52

NICE inContact

SEPTEMBER 30, 2019

Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture. The technology to establish a successful remote contact center program is available now.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

NobelBiz

MAY 16, 2023

Hosted technology has been available to the contact center industry for several years, although its market penetration has been modest at best. However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective.

Contact Center 52

Contact Center Self Service Policies System 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

NobelBiz

FEBRUARY 23, 2023

Communication is at the center of today’s business world, as well as a critical differentiator in this dynamic and competitive market, which has been altered by the epidemic. Small and medium-sized contact centers, in particular, may find this burdensome. Take use of the cloud, that’s the easy answer!

Communication 52

Communication Contact Center Contact Center Software Telecommunications 52

CSM Magazine

FEBRUARY 12, 2024

Understanding Outbound Voice Communication At its core, outbound voice communication involves proactive contact with customers or prospects through calls initiated by the business. Outbound voice communication serves as a powerful tool for businesses to directly connect with their customers and prospects.

Communication 52

Communication Strategy Contact Center Software Contact Center 52

CX Accelerator

JULY 1, 2020

Knowing this fact, companies have increasingly shopped for cloud solutions. However, those who were planning to move their contact center to the cloud in 2021/2022 are now faced with increased stress and frustration and regret for not changing sooner. Two specific examples come to mind. Back To CX Accelerator Blog

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

TechSee

DECEMBER 11, 2018

Providing better customer experiences (CX) is a hot button issue that has become increasingly critical to forward-thinking call centers over the last few years. Call center leaders realize that the time has come to deliver real measurable value to the enterprise. Aligning business objectives with contact center performance.

Call Center 182

Call Center Omni-Channel Self Service Strategy 182

CSM Magazine

SEPTEMBER 14, 2023

I am immensely proud of the Calabrio team’s dedication to delivering customers the leading true-cloud, user-friendly product for workforce performance. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.

Management 59

Management Contact Center Analytics Customer Centricity 59

Calabrio

JULY 25, 2019

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. That’s why we launched our customer awards program in 2017: to recognize high-achieving companies using Calabrio ONE to drive innovation in the contact center and beyond.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

NICE inContact

NOVEMBER 6, 2019

The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back. I highly recommend NICE inContact CXone to any contact center.”. In fact, the company has exceeded $10 million in self-service payments alone.

Self Service 136

Self Service Contact Center Wait Times Customer Satisfaction 136

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. Over the last five years, we have deployed industry-leading implementations of Salesforce Service Cloud and Field Service.

Engagement 109

Engagement Contact Center Retail Consulting 109

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center Innovation Self Service Customer Journeys 78

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

Contact Center 82

Contact Center CRM Data Customer Service 82