NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs. Radisson’s contact centers operate 24/7, handling 2.8 million calls and 1.5

Contact Center 120

Contact Center Hotels Guest Experience Groups 120

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn. In 2023, we invested significantly in R&D, delivering 126 new features.

Analytics 260

Analytics Effort Score Social Media Innovation 260

Interactions

JULY 24, 2019

We are excited to announce the launch of the Guest Experience Platform (GXP), our new product for Food Services. With GXP, we’ve taken that expertise and experience and applied it to the Food Services industry to revolutionize digital ordering and guest care. The Guest Experience Platform (GXP).

Guest Experience 54

Guest Experience Interaction Social Media Wait Times 54

NICE inContact

OCTOBER 29, 2019

But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of.

Hotels 120

Hotels Contact Center Groups Guest Experience 120

Avaya

FEBRUARY 7, 2017

By extending communications organization-wide, customers can be immediately put in touch with the best resources—billing representative, property manager, housekeeping supervisor, event planner—to meet their exact needs. With the ability to build and/or embed custom communications into the CX, they can seamlessly do so.

Hotels 40

Hotels Guest Experience Hospitality Strategy 40

Playvox

APRIL 14, 2022

Workforce planning, also called workforce management, is the process of hiring and scheduling customer service agents based on anticipated interaction volume. Workforce management teams prepare long-term and short-term forecasts that predict volume by day, time of day, and channel. Intraday Management. Agent Scheduling.

Contact Center 78

Contact Center Self Service Abandon Rate Omni-Channel 78

Martin Hill-Wilson

JULY 23, 2016

Booking a hotel room – see Expedia’s early experiments. Being served as a hotel guest – experience Edward at the Radisson Blu Edwardian in London. However, as with any element within an omni-channel ecosystem, bots have their strengths and weaknesses. Ordering lunch – look out for Tacobot on Slack. Bots In Context.

Self Service 40

Self Service Omni-Channel Hotels Course 40