TechSee

MAY 20, 2020

TechSee provides automated visual guidance for customer self-service, contact center agents and field technicians. This training process continually enhances Computer Vision algorithms by leveraging visual data collected by contact center agents.

CRM 207

CRM Report Self Service Customer Service 207

NICE inContact

JUNE 28, 2018

But until recently, its contact center was stuck in another era. As part of a fast-growing company in a hot market, its contact center is a hard-working one. Those were all key drivers in Sunrun’s decision to select NICE inContact CXone , especially Salesforce integration through CXone Agent for Salesforce®.

Contact Center 180

Contact Center Measurement Report Connections 180

Vonage

DECEMBER 18, 2018

Thousands of trailblazers gathered at Salesforce World Tour in New York City at Jacob K. Javits Convention Center for a day of innovation and inspiration. It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise.

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

NICE inContact

JULY 5, 2019

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. This was a great opportunity to meet customer service leaders from all over the world and hear what they are up to “on the frontlines” in their contact centers.

Contact Center 139

Contact Center Omni-Channel CRM Innovation 139

delighted

MAY 25, 2021

As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh. That’s why we’re thrilled to announce our newest integration update inspired by customer requests: Salesforce V2. Salesforce V2: What’s new?

Survey 87

Survey Roadmap Tips Customer Relationship Management 87

Talkdesk

APRIL 16, 2021

Conquer the Complexities of Outbound Engagement with Everything you Need, All in One Place Talkdesk brings the industry’s best cloud contact center together with Salesforce Sales Cloud to give your organization everything you need to convert a prospect into a happy customer.

Engagement 112

Engagement Contact Center Data Sales 112

NICE inContact

MAY 6, 2019

On a high level, the company’s contact center solutions — WestIP, Moxie, and Outlook — were siloed and just weren’t talking to each other. Working with NICE inContact, Salesforce, and RingCentral, the company developed custom dashboards for agents. The problem?

Travel 145

Travel Contact Center Wait Times Customer Satisfaction 145

GetFeedback

APRIL 17, 2019

Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. But does this work well?

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Calabrio

FEBRUARY 26, 2021

2020 was a time of great change for the contact center. To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. As a result, Calabrio has been recognized as the winner of the 5th annual Workforce Optimization Innovation Awards.

Analytics 130

Analytics Innovation Contact Center Analysis 130

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

NobelBiz

MARCH 26, 2024

CXA stands for Customer Experience Automation, a strategic approach that integrates automation tools and software within call centers to enhance the customer journey. Interactive Voice Response (IVR) At the core of intelligent contact center automation lies a well-calibrated IVR system.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Talkdesk

FEBRUARY 4, 2021

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. The AppExchange empowers businesses to extend the functionality of Salesforce across every department and industry.

Contact Center 68

Contact Center Omni-Channel Touchpoint CRM 68

Comm100

NOVEMBER 15, 2022

Contact centres are recognizing the restraints of telephone support and incorporating digital channels as they look to digitalize their operations. Similarly, voice bots can be integrated into digital voice and telephony channels to communicate with customers via speech, delivering immediate and 24/7 support.

Strategy 131

Strategy Omni-Channel Contact Center Chatbots 131

NobelBiz

OCTOBER 31, 2023

According to Salesforce Research , 88% of customers say the experience a company provides is as important as its product or services. In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Data analytics in call centers goes beyond merely collecting data.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Talkdesk

FEBRUARY 10, 2021

Talkdesk for Salesforce can help financial institutions and healthcare providers relieve friction in the COVID-19 relief process. Contact center agents and their supervisors have their hands full supporting increased demand and providing the best possible service. And manage it all with clicks, not code.

Industry 80

Industry Healthcare Contact Center Financial 80

Vonage

AUGUST 31, 2018

NewVoiceMedia has transformed the way ADS manages their contact center by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible. And every conversation the company has with their customers makes a difference.

Video 145

Video Contact Center Customer Service Analytics 145

NICE inContact

NOVEMBER 17, 2016

Have you ever wondered what happens in your Contact Center when lightning strikes? What we do want to share with you is a preview of what will happen in the Salesforce universe when Lightning strikes and why, contrary to the real world, you have good reason to actually WANT it to strike – the sooner, the better!

Contact Center 201

Contact Center CRM Meeting Interaction 201

BlueOcean

DECEMBER 13, 2022

Salesforce research says consumers like us belong to 4.3 According to Salesforce, almost three-quarters of consumers have chosen to switch brands at least once in the last 12 months, even when they belong to a loyalty program—and they’re doing it for access to better deals, better quality, or better customer service.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Talkdesk

MARCH 1, 2021

Deliver Exceptional Support on Any Channel Talkdesk offers comprehensive contact center functionality for the Salesforce experience. With the industry’s deepest integration, you can deliver a personalized engagement on any channel any time, anywhere. And manage it all with clicks, not code.

Customer Experience 69

Customer Experience Contact Center Tips Customer Service 69

NICE inContact

NOVEMBER 27, 2018

From CXone Omnichannel Routing, ACD/IVR and Reporting, SumTotal has continued to add CXone products to its contact center operation, including CXone Agent for Salesforce®, CXone APIs and CXone Voice as a Service (VaaS). And the company continues to realize a whole host of benefits.

System 120

System Contact Center Omni-Channel Chatbots 120

AWS Machine Learning

JANUARY 12, 2023

This post was co-authored with Mark Lott, Distinguished Technical Architect, Salesforce, Inc. Service Cloud by Salesforce is one of the world’s most popular and highly rated customer service software solutions. In this post, we demonstrate how to link Salesforce and AWS in real time and use Amazon Translate from within Service Cloud.

Omni-Channel 79

Omni-Channel Multi-Channel Resources Policies 79

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018. AppConnect.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Vonage

MAY 1, 2018

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. And with Salesforce’s recent acquisition of MuleSoft , it has now become the most integrated platform.

Banking 120

Banking Contact Center Customer Relationship Management Connections 120

Talkdesk

DECEMBER 5, 2018

Salesforce is an invaluable part of the business infrastructure of many companies. At Talkdesk, we recognize that your contact center solution needs to have a deep integration with Salesforce to help maximize the efficiency of your team. Talkdesk for Salesforce provides benefits to companies of all sizes.

First Call Resolution 80

First Call Resolution Contact Center Omni-Channel Report 80

eGain Blogs

MARCH 7, 2023

Big CRM vendors like Salesforce and Microsoft, and upstarts like Shelf and KMS Lighthouse did not make it either. It is experienced with telephony, CRM and ECM integrations, and 80% of its customers deploy the agent assist module. This is a great first validation step for eGain, the KM leader, in the enterprise conversational AI space.

Contact Center 52

Contact Center CRM Report Leadership 52

AWS Machine Learning

DECEMBER 21, 2022

One such data repository is Salesforce. Salesforce is a comprehensive CRM tool for managing support, sales, and marketing teams. It’s the backbone of the world’s most customer-centered organizations and helps companies put the customer at the center of everything they do. Index the data in the Salesforce repository.

Groups 77

Groups Policies Consumers Connections 77

Talkdesk

MARCH 23, 2021

Transform your Technical Support to Boost Productivity and Deliver Dynamic Engagements Across any Channel Talkdesk brings the industry’s best cloud contact center together with Salesforce Service Cloud to give your organization everything you need to manage the complex support process.

Contact Center 66

Contact Center Omni-Channel Engagement Management 66

Playvox

MARCH 1, 2022

If your contact center doesn’t have effective eLearning capabilities, you’re missing an opportunity to optimize agent performance. One of the biggest training challenges contact centers face is keeping agents’ skills sharp following onboarding. What is Contact Center eLearning?

Training 83

Training Contact Center Call Center eBook 83

Talkdesk

MAY 12, 2020

“The integration to Salesforce was literally a five-minute process to load it onto our system and had an immediate impact on contact center performance and efficiency,” said Vince King, director of corporate setters and operations, Ion Solar.

Contact Center 79

Contact Center Hospitality Travel CRM 79

Talkdesk

AUGUST 28, 2020

The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. This was the topic at the healthcare roundtable at CCW 2020 (“CCW at Home”), where a number of health and health services-related organizations discussed the new norm for the contact center.

Contact Center 124

Contact Center Healthcare CRM System 124

Team Support

JANUARY 9, 2024

1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. These early call centers were often powered by manual processes, with operators using basic databases to retrieve customer information. One of the early pioneers in CRM software was ACT!,

Technology 59

Technology Chatbots Call Center Social Media 59

NICE inContact

AUGUST 11, 2016

By having an integration between inContact and Salesforce , their Customer Relationship Management (CRM) solution, Mitchell’s service teams know the customer immediately. Speed, efficiency and ease of use are the top benefits Mitchell experiences with inContact Agent for Salesforce®. ​.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Modern contact centers must leverage the full spectrum of channels customers are using to connect.

Self Service 120

Self Service Contact Center Trends Connections 120

Talkdesk

DECEMBER 23, 2020

Distribution through financial centers: Banks, credit unions and community lenders will receive the applications, review, process and distribute the new tranche of $267.5 Since many banks have shuttered their branches they are leveraging the contact center as their client experience hub.

Banking 126

Banking Contact Center Insurance Self Service 126

Integrity Solutions

APRIL 19, 2024

Salesforce research shows 65% of customers expect companies to adapt to their changing needs and preferences and “be that thoughtful neighbor or co-worker who brings their favorite coffee when they are having a tough week.” The desire for a personalization in the sales experience has only grown in recent years.

Sales 107

Sales Loyalty Communication Contact Center 107

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