Calabrio

SEPTEMBER 21, 2016

The contact center as profit driver: it keeps popping up on lists of top business trends for 2016. In addition to the low level of data capture, almost half of all organizations (40%) have no contact center analytics capabilities. They’re giving sales an invaluable understanding of what their customers want. Are you listening?

Contact Center 59

Contact Center Analytics Technology Enterprise 59

Uniphore

JANUARY 4, 2022

Speech Analytics. Analyze Analytics and insights from 100% of interactions across all channels. At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Case Studies. White Papers. Infographics. Conversational AI. Emotion AI.

Enterprise 126

Enterprise Customer retention Engineering Contact Center 126

aircall

NOVEMBER 10, 2016

Dreamforce gave Salesforce an opportunity to unveil this year’s featured technology, Artificial Intelligence (AI) and machine learning : a way for companies to allow those of us who are not “data geniuses” to use predictive analytics. Aircall (@aircall) 18 novembre 2016. Dan Ring (@DanRing3) 19 octobre 2016.

Analytics 48

Analytics Sales Call Center Technology 48

Natalie Petouhof

JANUARY 19, 2016

Tweet I’m here with my colleagues, Holger Mueller @holgermu and Doug Henschen @ DHenschen , covering the #OracleCloud Summit 2016 in NYC at the Waldorf Astoria @ WaldorfNYC. B2B Customer Experience: How does an application consume all this data – from service, sales, marketing, mobile… to result in a business outcome?

B2B 60

B2B SaaS B2C Advertising 60

Aspect

DECEMBER 27, 2017

2016 saw an explosion of interest and investments in chatbots, as I wrote in my last annual recap. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

JustCall

NOVEMBER 24, 2022

We take pride in powering the productive workflows of sales and support agents across the globe. This validates the significant investments we’ve made over the past year in building capabilities for training, coaching, agent productivity, automation, intelligent workflows, and analytics in our products. Learn more. Learn more.

SaaS 98

SaaS Technology Telecommunications Coaching 98

Joe Rawlinson

MAY 31, 2017

Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales. Dig into your marketing and sales data to determine when customers are buying and when they’re leaving your sales cycle altogether. Take a look at your most loyal customers. Data-driven Strategies.

Omni-channel support 98

Omni-channel support Customer retention CRM Sales 98

Natalie Petouhof

DECEMBER 1, 2015

Microsoft’s customer engagement solution, Dynamics CRM 2016, will be available worldwide. In addition, Dynamics CRM 2016 is also delivering significant enhancements in productivity, mobility and customer service: Productivity – Capabilities in CRM 2016 are seamlessly embedded into productivity tools, including Office 365.

CRM 56

CRM Analytics Sales Self service 56

aircall

JANUARY 28, 2022

They created a system that meshes with your sales method and sales team to produce the best results. This CRM takes your sales process and breaks it into customizable steps within its system. As you complete each step, the system gives you or your team the current status of the sale and what is needed to close it.

CRM 118

CRM Sales call center software Analytics 118

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk unveiled Customer Sentiment Score , our first predictive analytic, that enables companies to actively assess churn and take proactive steps to prevent it. Casey Whalen of Shopify explained that his company has merged the Sales and Support teams and now simply calls them “Improvers.”

Airlines 40

Airlines Customer centricity Metrics Self service 40

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. Our scalable call center software adapts easily to your business’ support and sales needs. Aircall – Call center software of a new generation. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

aircall

OCTOBER 26, 2016

Our cutting-edge call center software is filled with advanced features including live analytics and collaborative features that empower your agents. Our scalable call center software adapts easily to your business’ support and sales needs. Aircall – Call center software of a new generation. Have you ever tried Aircall?

call center software 48

call center software Call Center Interactive Voice Response Analytics 48

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. It’s obvious, then, that providing superior omnichannel support isn’t just for your customers — it’s also to benefit your sales and retention strategies. Ready to benefit from an omnichannel contact center?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Natalie Petouhof

MARCH 3, 2016

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. Sheila McGee-Smith, McGee-Smith Analytics. Sheila McGeeSmith, McGee-Smith Analytics. Paul Weber, Interactive Intelligence.

Enterprise 40

Enterprise Customer Experience Contact Center Analytics 40

Calabrio

JUNE 9, 2016

One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry. Not only have digital interactions gained substantial ground in 2016, but digital interactions, like chat, email, social media, SMS, etc.,

Benchmark 40

Benchmark Contact Center Banking Employee engagement 40

Win the Customer

FEBRUARY 17, 2018

billion in 2016 to $15.67 Cloud contact centers can also integrate analytics data from all service channels. It also makes it easier to customize service for individual customers, which can improve sales as well as customer service. Cloud contact center solutions are becoming the new standard for customer service.

Call Center 93

Call Center Contact Center Cloud contact voip 93

CX Journey

JANUARY 11, 2017

It appeared on their blog in August, 2016. Predictive analytics and, more importantly, prescriptive analytics. These are two important tools that customer experience professionals must have in their toolboxes in 2016 and beyond. Prescriptive analytics isn't just for survey data, though. What am I talking about?

Analytics 64

Analytics Surveys Education Customer Experience 64

DMG Consulting

MARCH 1, 2019

DMG’s 2015 edition of the “WFO Mid-Year Market Share Report” analyzed 45 vendors worldwide; the 2016 edition compared results for 42 providers; and the 2017 edition examined the performance of 39 WFO suite vendors. ANALYTICS, AI, AND RPA. During this transition, the market experienced a number of mergers and acquisitions.

Marketing 84

Marketing Contact Center Analytics Enterprise 84

C3Centricity

AUGUST 17, 2020

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader. Customer services are seen as complaint handlers.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

Hello Customer

MAY 17, 2020

More than ever businesses realise the importance of listening to customers, especially now that personal contact has been absent for some time and online sales are booming. Van Lerberghe is a marketing and sales executive with generous experience in Silicon Valley. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Natalie Petouhof

SEPTEMBER 8, 2015

How to Solve The Issues Related to Productivity and Customer Engagement: One way to solve these issues is with Microsoft Dynamics CRM 2016, which is their latest customer engagement solution. The Microsoft Dynamics CRM 2016 release also introduces Delve functionality into the application. Mobility and.

CRM 58

CRM Analytics Sales Accountability 58

aircall

JANUARY 24, 2022

The idea of customer support is more than a necessity for post-sale activities. You have many more opportunities to show your customers that you value them from the initial sale to after-care support, customer service, and new sales. That figure is up by $13 billion from 2016. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

Natalie Petouhof

JANUARY 24, 2016

Analytics Innovation. Sales Predictions Using Social Conversations. Analytics for the Holidays. Connecting the Dots and Humanizing Email Experience See Faster Email-to-Sale Conversions. Most Innovative Analytics Platform. Brandwatch Analytics. FollowAnaytics’ Enterprise Mobile Analytics Platform.

Marketing 40

Marketing Analytics Big data Engineering 40

Fonolo

MARCH 25, 2019

While it was outside the top 100 search terms on gartner.com in January 2016, it was ranked #7 by May of the following year. In this live panel discussion, three industry thought leaders narrow in on the latter, focusing on speech analytics, NLP, and other AI tech. 2) Natural language processing (NLP). Vice President Product Marketing.

Engineering 70

Engineering Contact Center Education Chatbots 70

Aspect

NOVEMBER 1, 2017

According to the 2016 Aspect Consumer Experience Index, 67 percent of consumers say a personalized customer service experience is more important than speed of service. Using data analytics, you can measure the performance of your agents and contact center as a whole to adjust your future initiatives too.

Contact Center 81

Contact Center contact center solutions Coaching Chatbots 81

Natalie Petouhof

JANUARY 5, 2016

And we help translate what the data scientist know so well to the business people that need to use it to make better customer experiences in marketing, sales and customer service. So in short, CES 2016 is about everything that can be connected will be connected. It could — if we learn how to harness it. My POV on #IOT?

Big data 40

Big data B2C B2B Technology 40

DMG Consulting

JUNE 7, 2017

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016. increase in the QA sector.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MARCH 8, 2019

The vast majority of the sales were to existing contact centers whose management made the decision to migrate to the cloud. at the end of 2016 (July 2017). The result is higher sales rates, larger collections and greatly improved customer service. Assuming an average cost per seat of $125/month, this is already a $4.1

Contact Center 72

Contact Center Marketing SaaS Virtual Agent 72

delighted

JUNE 24, 2020

In fact, Adam Khraling, VP of Global HRIS at American Express has done just that : “For us, the focus around employee experience is on creating a seamless experience around the things somebody needs to do as an employee while allowing them to focus on the business we hired them for—development, sales, leading new products [and so on].

Employee engagement 105

Employee engagement Surveys Technology Analytics 105

CX Journey

FEBRUARY 5, 2015

By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Natalie Petouhof

APRIL 4, 2016

The commerce software helps integrate all digital and physical customer touchpoints onto a single platform – including online, mobile, point-of-sale, call center, social media and print. Regardless of your industry, SAP can help to create contextual, personalized and relevant customer experiences that boost loyalty and increase sales.

CRM 40

CRM B2C B2B Marketing 40

DMG Consulting

MAY 25, 2018

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2016 to$1,655.3 Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. When: Today, 23 May 2018. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Here are three key trends to watch: 1.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

C3Centricity

DECEMBER 3, 2018

According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. A 2016 Spencer Stuart Survey shows data analysis and insights are one of the three main areas where CMOs need the most development as a leader.

Big data 87

Big data B2C Marketing Airlines 87

Comm100

JANUARY 21, 2021

In 2016 the global live chat software market was valued at US $590 million – a conversative estimate says that by 2023 this will rise to almost US $1bn. Live chat is typically used by sales, marketing, and customer support. Increase sales. Live chat doesn’t just help increase sales. We’ll get into this later).

Surveys 98

Surveys Marketing Sales Customer Support 98

Infinity

FEBRUARY 4, 2020

For businesses, they undoubtedly increase market coverage and attract more customers, but many policy sales from aggregators only break-even in year one. Insurance brokers buy a lot of their leads/sales from third parties and the majority don’t generate their own. Conversation Analytics does this for you at speed and scale.

Customer retention 52

Customer retention Analytics Sales Marketing 52

Totango

JANUARY 10, 2019

It should offer the visibility needed to gauge each stage of the customer journey through KPIs, dashboards, analytics, and best practices. And it should work seamlessly with your CRM solution to support your sales pipeline. The ability to pick out high-value customers can significantly help you increase sales.

Enterprise 63

Enterprise SaaS CRM Upselling 63