Moving to the Cloud is Imperative for the Contact Center – The Latest Expert Analysis

NICE inContact

The Forrester Wave™: Contact-Center-As-A-Service (CCaaS) Providers, Q3 20201 identifies NICE inContact CXone as a leader in an evaluation of ten of the most significant providers and how they stack up in a detailed assessment.

Inform Your Decision to Move to Cloud Contact Center Technology – Latest Analysis from Omdia

NICE inContact

Moving to cloud contact center technology is not a question of if, but when. When your contact center is ready for this transformation, Omdia has provided an important resource to help.

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Who can do a better job in your contact center—humans or AI? The answer is both!

NICE inContact

NICE inContact CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few. AI Contact Center Management Agent Engagement

Five common contact center pain points, and how performance management software can help

NICE inContact

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

As a pioneer in AI for contact center customer service and customer. of AI, and eGain’s viewpoint on how it can be leveraged for contact. center customer service. Contact Center 1. customers and contact center advisors through interactions of higher.

Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Creating a visual contact center knowledge base. Agent: Hello, thank you for calling Longbow Telecom.

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

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.

DentalPlans.com Performance Soars with Workforce Management in its Contact Center

NICE inContact

The company’s 110-agent contact center is a driving force in the company’s success, accounting for $17-$18 million of the company’s annual revenue. The contact center operation now operates seamlessly on the CXone platform from three locations—Plantation, FL, Las Cruces, NM and Santiago, Dominican Republic. Before teaming up with NICE inContact and CXone, however, the contact center operation didn’t always run like a well-oiled machine.

What is a contact center?

ViiBE Blog

What is a contact center? Call Center , Customer experience , Remote operations. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center? ViiBE Blog.

Computer Vision AI: The Secret Ingredient for Contact Centers

TechSee

Today’s contact centers face a daunting challenge. From small helpdesks operated by specialist manufacturers to vast contact centers run by leading telecoms and consumer electronics providers, end users can now receive faster, more effective service and support from both live human agents and virtual assistants. Computer Vision AI – Reinventing the Contact Center. A modern contact center relies on its knowledge base to streamline its operations.

VIDEO & ARTICLE: The Future of Post-Call Analysis in Contact Centers

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

agents and employees) to listen and score calls and conduct this type of analysis. Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. For that reason, Speech Analytics software and processes have been gradually picking up steam in the contact center industry for the better part of a decade.

NICE inContact Named a Leader in 2019 Gartner Magic Quadrant for Contact Center as a Service, North America

NICE inContact

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Featuring a thorough evaluation of cloud providers by one of the independent analyst firms in the industry, the report is an invaluable tool for contact center leaders considering new technology investments. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, North America 2019 report here.

6 Keys to Successful Contact Center Technology Change Management

NICE inContact

Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more. Complete An Impact Analysis To Assess Whether This Is The “Right” Time.

Analyzing Highly ‘Intelligent,’ Multipurpose Contact Centers Today

NobelBiz

The Highly 'Intelligent' Contact Center Contact centers today serve more and more purposes for the larger organization. Sure, analyst reports can help deliver a [ ] The post Analyzing Highly ‘Intelligent,’ Multipurpose Contact Centers Today appeared first on NobelBiz™. Blog blog contact center contact center analysis contact center insight contact center trend contact center trends Nobel Biz NobelBiz

Contact Center AI – What’s out there?

Comm100

Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems. How AI can be Used in the Contact Center. Out of these benefits, two concrete benefits of AI in the contact center stand out. Customer Service call center

5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

BlueOcean

Contact center technologies are certainly in the mix of acceleration. The most recent publication from Ryan Strategic Advisory surveyed contact center leaders about the state of the industry. Contact Center Data Analytics. Contact Center Knowledge Management.

Next Issue Avoidance – How contact centers can preempt follow-up calls

TechSee

Contact centers are perfectly placed to predict imminent customer queries. By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty.

How to build a cloud contact center business case

Talkdesk

Migrating a contact center to the cloud can drive your digital transformation program forward. Identify the business opportunity Before building a case, consider the impact of moving to a cloud contact center for your business.

Guest Blog: Contact Center Talent in These Changing Times, Part 1 – Setting the Stage

Calabrio

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.

2016 IDC MarketScape Identifies inContact as a Cloud Contact Center Leader

NICE inContact

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. This could create new revenue opportunities for the contact center to more closely partner with clients.

Application Ecosystems and the Future of the Contact Center

Avaya

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. Advanced technologies like artificial intelligence (AI) have become foundational to the contact center of the future. CX and Contact Center

VIDEO: The Golden Age of the Contact Center

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).

Quantifying the Value of Contact Center AI

Avaya

Artificial intelligence (AI) is considered one of the most important technologies for 2019, particularly within the contact center. This is where AI becomes a source of both excitement and concern, with many executives scratching their heads as to what the real value of contact center AI is and how they can capitalize on it. transcription services, sentiment analysis) to replace their existing Net Promoter Score (NPS) program, with tremendous success.

How to Get Actionable Insight from your Contact Center Reporting

BlueOcean

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting. In particular, it will help your call center establish smarter volume forecasting.

How to Improve Contact Center Optimization with Customer Journeys

Pointillist

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth.

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Contact Center Talent in These Changing Times, Part 3 – The Rise of the Research Team, Making Executive Leadership Even Stronger

Calabrio

This is especially true for contact centers that, at the forefront of the customer experience, have access to vast amounts of data containing highly valuable customer information. This could create new revenue opportunities for the contact center to more closely partner with clients.

Is Your Contact Center Training Missing These Things?

Integrity Solutions

The reality is, your contact center’s success still hinges on the quality of the conversations your agents have with your customers. The past few years have seen a dramatic increase in investments in AI, data analysis and other technologies designed to increase contact center efficiency. But in spite of all the technology that’s now available, the #1 factor contributing to whether or not your contact center achieves its objectives hasn’t changed.

51 New Contact Center RFP Questions

BlueOcean

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions, including: company overview, agent hiring/training, contact center reporting, project management, and pricing. Call Center RFP

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. The post Improve AHT: here’s how top contact center decision makers do it appeared first on TechSee. Contact Center Innovation Customer Service contact center innovation AHT Average Handling Time Average Handle Time

Efficiency vs. Automation: Effectively Implementing Contact Center AI

Avaya

AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing that effective AI can transform the performance of their contact center. Yet only 34% have recently made strategic investments in contact center AI, with most feeling they are not getting the best out of the technology in this area of business. CX and Contact Center

How Analytics Technology is Changing the Contact Center

Calabrio

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. Surveys show 3 in 4 organizations now view the contact center as a key differentiator—no longer just a cost center. Despite this big talk, most organizations are doing a terrible job of extracting business value from their contact centers. contact centers racked up more than 200 billion minutes of inbound calling.

11 Tips for a Great Contact Center Script

Call Experts

A Contact center depends on outstanding scripts, team-members, automations, training, and protocols. . What is a contact center script? It all starts with your contact center script! When should contact center scripts be utilized?

NICE inContact Ranks Highest in Overall Execution in Ovum 2017 Decision Matrix for Cloud Contact Center Solution

NICE inContact

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. Ovum has recently completed their latest analysis of cloud contact center technology providers in its 2017-18 Ovum Decision Matrix for Selecting a Multichannel Cloud Contact Center Solution.

5 Digital Technologies Transforming Contact Center Customer Service

Smarter CX

Thanks to advanced digital technologies, companies now find themselves in a position to truly transform the contact center customer service experience. 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. Truly a new era for contact center customer service.

Enabling the Contact Center of the Future with Real-Time Analytics, with Marc Bernstein

NobelBiz

Marc rapidly discovered that post-call analysis and coaching were ineffective on their own, so after making the same costly mistakes on his phone calls, he founded a SaaS start-up, powered by Artificial Intelligence (AI).