TechSee

AUGUST 14, 2023

Follow on LinkedIn Brad Cleveland , Consultant, Keynote Speaker, Course Instructor Brad Cleveland is a global expert in customer strategy and managemen t. In addition, Jon produces a monthly podcast – Watch This Space – which is a regular feature in his monthly newsletter, JAA’s Communications and Collaboration Review.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Totango

NOVEMBER 27, 2023

The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms. Offer self-service functionalities through community and knowledge centers. For example, unified data bridges the gap between sales and CS teams.

Report 91

Report Trends Customer Success Self Service 91

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. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction? Top 5 UC Predictions for 2023.

Communication 69

Communication Contact Center Return on Investment System 69

Uniphore

NOVEMBER 23, 2021

Syed, SVP, Global Head of Channel, Alliances & Partnerships at Uniphore, and Saurabh Rai, Global Head Analytics & Strategic Initiatives at Tech Mahindra Business Process Services, explore the quantifiable and experiential benefits of conversational automation. Syed and Saurabh Rai on the Value of Conversational Automation.

Average Handle Time 130

Average Handle Time Return on Investment e-support Analytics 130

Comm100

MARCH 21, 2022

75% of consumers prefer live chat over any other communication channel, while live chat costs 1/3 the cost of traditional phone support. Using a digital platform like Comm100 Omnichannel , every digital communication channel is connected through one unified platform. Show commitment to security & privacy .

Government 163

Government Omni-Channel Wait Times CRM 163

Oracle

NOVEMBER 20, 2020

From a host of stunning new capabilities driven by AI to a migration to cloud-based services, and from an overhaul in both internal and customer-facing communication to message error removal technology, it’s an exciting, unprecedented period for contact centers. Unified communication. Omnichannel customer communication.

Contact Center 97

Contact Center Technology Customer Service Omni-Channel 97

CSM Magazine

JULY 12, 2023

Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution. and Europe.

Groups 52

Groups Multi-Channel Self Service Insurance 52

NICE inContact

APRIL 11, 2019

Reduce call wait times and provide faster connect to agents by leveraging global omnichannel routing across your centers so you can leverage global efficiencies . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Eg) Password reset.

Customer Expectations 151

Customer Expectations Tips Self Service Management 151

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Ensure multiple channels of communication are available. When problems occur, be upfront about them.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

Gainsight

NOVEMBER 16, 2023

Avaya provides contact center and communications solutions that help power immersive, personalized, and unforgettable customer experiences that drive business momentum. Lara Barnes, SVP Global Customer Success & Renewals, Sitecore is this year’s Transformational Leader Award Winner. This year’s Pulse Europe Visionary is Learnship.

Telecommunications 52

Telecommunications Contact Center Innovation Chatbots 52

CSM Magazine

JULY 30, 2021

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service. Unified communications systems (UCS) are therefore essential for business success.

Communication 52

Communication Customer Service Video Travel 52

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. In this post, we will look at ways to improve collaboration and communication within the software development teams. The result?

Software 52

Software Social Media Feedback Communication 52

Uniphore

JANUARY 25, 2022

While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Human beings are complex communicators. We rely on language to understand one another broadly; however, most of our communication is nonverbal. That was before the global pandemic.

Healthcare 130

Healthcare Video Banking Contact Center 130

Kustomer

NOVEMBER 4, 2020

Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. A successful omnichannel CX seamlessly integrates online and offline communication channels to form a unified and unforgettable experience from the first to last point of contact.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

Comm100

FEBRUARY 1, 2023

Benefits of live chat in higher ed Higher education live chat use cases Best live chat for higher education Live chat for higher education is a tool that sits on websites that lets students communicate in real-time with support agents using a chat window similar to messaging apps. of blended learners and 90.4% of blended learners and 9.6%

Effort Score 215

Effort Score Wait Times Video Communication 215

Alliance by IFS

SEPTEMBER 17, 2018

a leading global provider of field service management and mobility solutions , announced today that it is showcasing Alliance Enterprise™, the newest version of its service lifecycle management platform at The Service Council’s Smarter Services™ Symposium which starts today, September 17, at The Westin Chicago River North in Chicago, Illinois. “It’s

Conference 84

Conference Technology Software Management 84

Win the Customer

SEPTEMBER 15, 2020

Fortunately, with improved global omnichannel routing and implementing self-service for the simple use cases, wait times are no longer a tedious part of communicating with call centers; and, it saves both parties from feeling the frustration from inexperienced communication. Be User-Friendly. Resolve Issues Quickly.

Call Center 157

Call Center Tips Self Service Customer Experience 157

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

Magellan Solutions

JANUARY 17, 2024

However, there are challenges in the industry—the changes in the global economy, the scarcity of workers, and the increase in inflation. This provides real-time insights into how customer service representatives can handle customer interaction to improve overall conversation quality and communication tactics.

Company 52

Company Competitive Advantage Omni-Channel Telecommunications 52

Alliance by IFS

MARCH 26, 2019

a leading global provider of field service management and mobility solutions , today announced that they will be presenting at the 4th Annual Field Service Summit UK 2019 conference on Wednesday, April 3, 2019 in Coventry, UK. Emily Hackman, Director of Global Marketing. HORSHAM, PA (March 27, 2019) — Astea International Inc.,

Conference 92

Conference Customer Satisfaction Management Communication 92

CSM Magazine

AUGUST 10, 2023

CCS’s new NS3 agreement builds on the success of its predecessor, Network Services 2, continuing to offer core network services such as site-to-site and site-to-cloud (wide area network), satellite and 5G connectivity, as well as local area wireless network access, and unified communication solutions.

Groups 52

Groups Wireless Government Customer Journeys 52

Alliance by IFS

SEPTEMBER 11, 2018

Alliance Enterprise delivers enterprise-grade technology designed to unify the increasingly complex service ecosystem. Alliance Enterprise introduces to the field service industry an entirely new perspective on how an enterprise-grade technology can unify the increasingly complex ecosystem in which service-driven companies must operate.

Self Service 83

Self Service Multi-Channel Software Sports 83

Comm100

DECEMBER 2, 2021

For the past few years, the need for digital communication has grown across industries as companies understand the need to meet customers on their terms. billion globally in banking. Omnichannel expectation. For customers, this integration provides a seamless and excellent experience. Save banks 862 million working hours.

Financial 225

Financial Trends Customer Experience Chatbots 225

CSM Magazine

SEPTEMBER 8, 2023

As of 2022, global e-commerce sales surpassed $5.7 Consider festive seasons or unexpected global events; businesses that employ dynamic pricing can easily adjust to these shifts. But a word of caution—always communicate transparently about any dynamic pricing methodologies. It’s vital to maintain customer trust.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

Kustomer

NOVEMBER 16, 2021

Customers found themselves caught in the quagmire of a disjointed communication system. CRM platforms unite information from different communication channels (email, website, phone, app), for a fluid experience and holistic view of the customer. A Unified Future for Agents and Customers.

Customer Experience 59

Customer Experience Customer Service Chatbots e-support 59

CSM Magazine

NOVEMBER 15, 2022

The pest control leader is implementing Genesys Cloud CX — an all-in-one Cloud, contact centre and experience solution — as its contact centre platform as part of an ambitious unified communications project. ” While voice remains its main channel, Genesys Cloud CX provides omnichannel support. . ” About Sabio Group.

Groups 52

Groups Self Service Multi-Channel Omni-Channel 52

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. With 650+ interconnected global partners, our carrier-of-carriers network offers unmatched coverage and reliability, boasting 99.999% uptime. Understanding the Basics: What is VOIP?

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Alliance by IFS

JUNE 19, 2019

a leading global provider of field service management and mobility solutions , is proud to announce the addition of YASH Technologies to its solution implementation partner network. Vyakarnam, VP Global Alliances, YASH Technologies. with delivery and sales centers globally, YASH serves its customers across six continents.

Technology 91

Technology Customer Centricity Innovation Consulting 91

Alliance by IFS

DECEMBER 11, 2019

London, United Kingdom and Horsham, Pennsylvania, December 11, 2019 – IFS , the global enterprise applications company, announces that it has concluded the acquisition of 100% of the shares of global software company Astea International (USOTC: ATEA). Follow us on Twitter: @ifs. About Astea. www.astea.com.

Competitive Advantage 122

Competitive Advantage Financial Leadership Software 122

Lithium

MAY 12, 2021

And while Manning’s initial forecast did not account for a global pandemic, COVID-19 has only accelerated the race (not only against time and competitors, but most of all, against leadership stakeholders switching focus to other priorities) to create exceptional customer experiences that produce measurable business outcomes.

Customer Experience Professionals 59

Customer Experience Professionals Measurement Leadership Metrics 59

Clarivate

OCTOBER 22, 2021

Just over a year ago, we welcomed CPA Global to Clarivate. In fact, since the union of Clarivate and CPA Global, we have been able to support many customers with solutions across the entire IP lifecycle. You will start to see the CPA Global brand less and less, such as on our website, in emails, and on social media.

Social Media 52

Social Media Innovation Leadership Brands 52

Alliance by IFS

AUGUST 13, 2019

a leading global provider of field service management and mobility solutions , announced today that it has been named a Top Performer in the Field Service Management (FSM) Software category for the Summer 2019 Customer Success Report published by FeaturedCustomers. Director of Global Marketing. About Astea International. www.astea.com.

Software 88

Software Report Customer Success Case Study 88

CSM Magazine

MAY 28, 2021

PCI Pal – the global cloud provider of secure payment solutions for business communications – has announced its secure payment solutions are now available as a premium Client Application on Genesys AppFoundry. Genesys AppFoundry is one of the largest marketplaces focused on customer experience solutions globally.

Government 52

Government Communication Interaction Customer Engagement 52

Alliance by IFS

AUGUST 16, 2019

a leading global provider of field service management and mobility solutions , is proud to be showcasing its new integrated FSM and IoT solution at the Field Service Amelia Island conference that starts on Monday, August 19th at the Ritz-Carlton Amelia Island. “One Director of Global Marketing. About Astea International. 215-682-2500.

Software 77

Software Conference Customer Satisfaction Connections 77

Alliance by IFS

APRIL 16, 2019

a leading global provider of field service management and mobility solutions , announced today the launch of Alliance Enterprise™ Spring 2019 release, the newest version of its award-winning Alliance field service management and mobility platform. Director of Global Marketing. HORSHAM, PA (April 16, 2019) — Astea International Inc.,

Roadmap 92

Roadmap System Travel Management 92

NICE inContact

FEBRUARY 29, 2016

Enabling global innovation. These interactions will include both voice communications and two-way digital information displayed on mobile devices, all of which will be recorded and stored in compliance with HIPAA standards. The contact center is truly the front line in this battle. Driving new business models.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

Alliance by IFS

DECEMBER 10, 2019

a leading global provider of field service management and mobility solutions , announced today its sponsorship of Field Service Europe 2019. Astea’s solutions unify processes, people, parts, and information to focus the entire organization on the creation of sustainable value in highly competitive, global markets. www.astea.com.

Retail 94

Retail Customer Centricity Government Conference 94