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CCaaS Trends: The Evolution of Cloud Contact Centres

Lumoa

While the proliferation of handheld devices has a lot to do with the inflated expectations of customers, it is also natural. In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers.

Trends 208
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CX Experts Agree Customer Journey Maps Help Build Relationships

Avaya

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

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How Contact Centers Manage the Holiday Rush

Call Experts

For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . .

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Customer Journey: Improving Customer Experience Through Mapping – Part 1 of 2

NobelBiz

However, understanding all the aspects of the customer journey in order to make it fluid, engaging, and rich is critical. In our article, we will explore the inner working of the customer journey, the mapping aspect of it, and also how it works in the omnichannel environment.

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Enterprise Connect 2016: Genesys Showcases Next Generation Omnichannel Customer Experience at Enterprise Connect

Natalie Petouhof

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

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2018: New Ways Cloud Will Enhance Customer Care

NICE inContact

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. Digital Transformation.

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Delight your customers with Talkdesk and Salesforce

Talkdesk

Meeting these expectations requires a comprehensive view of the customer and being accessible on their preferred channel at any time. Talkdesk , the cloud contact center for innovative enterprises, and Salesforce , the industry’s leading CRM system, have been partnering since 2016 to not only meet but exceed customer expectations.