Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Bright Pattern

FEBRUARY 1, 2018

The cloud transition continues to turn tables. Historical Cloud Contact leaders are being joined by a set of new entrants.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Artificial Intelligence.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015.

CRM 48

CRM Contact Center Multichannel Cloud contact 48

VocalCom

APRIL 6, 2020

In order to make remote work accessible to all of the PMC staff, Generali and PMCTreize solicited Vocalcom for all of the technical aspects of the remote work implementation on their contact center tools. Vocalcom knew how to respond efficiently to our needs.

Contact Center 62

Contact Center Cloud contact contact center solutions Customer Experience 62

Serenova

NOVEMBER 19, 2019

By combining Serenova’s CCaaS with intelligent, native WFM, we will offer a new and innovative way for contact centers to ensure the right staffing, at the right time, for optimal cost efficiencies and customer experience. This kind of integration is necessary. And it’s what’s next. This is our second acquisition to build out our WFO line.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

NICE inContact

OCTOBER 28, 2016

In fact, we are the only cloud contact center software provider to be recognized as a leader by the 5 leading analyst firms: Gartner, IDC, Ovum, Frost & Sullivan, and DMG. Below, we outline the top 5 customer experience trends and how we are addressing them as we move into 2017. Voice is Still Critical to Customer Service.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Bright Pattern

APRIL 26, 2018

The migration to the cloud continued in 2017 as small business (SMB) and enterprise contact centers realized the benefits of having a cloud contact center, such as reduced capital expenditure, increased agent engagement, and improved customer service.

Contact Center 48

Contact Center Cloud contact Enterprise Customer Service 48

Aspect

JUNE 5, 2018

The point is that while customer service has for some time been seen as a strategic advantage for those companies who do it right, the contact center is becoming more and more central to not just customer experience delivery, but central to the soul of the brand. How then do you mojoize the contact center?

Contact Center 73

Contact Center Surveys Analytics Customer Service 73

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

8x8

MAY 16, 2017

By offering ease of use, flexibility, instant changes and revolutionary economics, a new type of contact center solution is giving businesses and teams a new and intelligent way to maintain and manage open lines of communications with customers, partners and fellow employees.

Contact Center 48

Contact Center contact center solutions Cloud contact Interactive Voice Response 48

Fonolo

MAY 1, 2019

The restructuring of that debt is what triggered their journey through bankruptcy in 2017. The offer from Mitel would value Avaya at more than $2B. It isn’t clear yet what would happen with Avaya’s roughly $3B in debt.

Contact Center 99

Contact Center Entertainment Call Center call center software 99

SharpenCX

JULY 23, 2020

Contact centers are no longer confined to those windowless rooms with cubicles. With the rise in virtual and cloud contact centers, we’re seeing more companies managing agents who work in separate buildings, cities, states, or even countries. They’re no longer bound by the same geographic restrictions.

Contact Center 101

Contact Center Call Center At home agents Education 101

NICE inContact

OCTOBER 21, 2019

The company moved to NICE inContact CXone , fully embracing a cloud contact center strategy in 2017, and that was a real turning point.

Abandon rate 48

Abandon rate Cloud contact Contact Center Management 48

CSM Magazine

FEBRUARY 25, 2020

Artificial intelligence (AI) is proven to be a clear success factor when it comes to customer experience (CX) and is an important ingredient in the mix of contact channels. In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

Balto

MAY 25, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, won first place in the May 2022 Talkdesk Digital Showdown , a semi-annual competition run by Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies. Founded in 2017 and based in St.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Cisco - Contact Center

JANUARY 21, 2020

With new generations of new consumers speaking their mother tongue language when calling a contact center, the translation problem will not disappear anytime soon. Cisco has a portfolio of on-premise, hybrid, and cloud contact center solutions. million immigrants entered the EU from non-EU countries, and a total of 22.3

Contact Center 54

Contact Center contact center solutions Call Center Cloud contact 54

Balto

JUNE 8, 2022

Balto’s integration/application is now available with Genesys Cloud CX , an all-in-one solution and the world’s leading public cloud contact center platform that helps organizations provide better experiences to their customers and employees. Founded in 2017 and based in St.

Contact Center 52

Contact Center Coaching APIs Cloud contact 52

Fonolo

AUGUST 21, 2019

Although revenue continued to grow, the debt resulting from that deal (and earlier commitments) proved too burdensome and they declared Chapter 11 bankruptcy in 2017. In 2007, they were taken off the public market via a private equity deal. They emerged from that with restructured debt and a new public listing as NYSE:AVYA.

Healthcare 84

Healthcare Call Center Enterprise Contact Center 84

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Millennials pioneered the internet, texting, and emailing.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). The attention span of Millennials is estimated to be 12 seconds, and only eight seconds for Gen-Z ( Forbes , 2017 ). Millennials pioneered the internet, texting, and emailing.

Contact Center 54

Contact Center Gamification Management Call Center 54

Taylor Reach Group

JULY 6, 2018

million complaints about robocalls in 2017, more than double the 2.18 Cloud: Most Contact Centers Have Not Moved to the Cloud – But It Won’t Be Long. Call Centre Helper’s survey suggests that a little over a fifth, 21.0%, of Contact Centers have moved to the cloud. million complaints logged in 2013. (NY

Contact Center 58

Contact Center Technology Interactive Voice Response Journey mapping 58

Fonolo

FEBRUARY 27, 2019

Their estimate is that the global cloud-based contact center market is expected to grow from $6.80 billion in 2017 to $20.93 Global Outlook. Research and Markets released a report in March of last year. billion by 2022 (CAGR of 25.2%).

Call Center 91

Call Center Contact Center Service level Enterprise 91

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia.

Contact Center 67

Contact Center Benchmark Self service Best practices 67

Talkdesk

NOVEMBER 29, 2017

As 2017 comes to a close, call centers are busier than ever fielding calls from customers and planning for the new year. Video #4: How Vivino Set Up Their Contact Center in a Day. Chad Boonsupa, Head of Global Customer Support of Vivino.

Contact Center 40

Contact Center Agent Empowerment Cloud contact Sales 40

Revation Systems

NOVEMBER 6, 2018

percent from 2017 to $3.86 The importance of security for healthcare cloud offerings is only growing, and software/IT vendors will need to shift to meet these expanding requirements. In fact, the lack of proactive security planning and investment can often end up costing a company more money in the long run. percent to $148.

Healthcare 48

Healthcare industry standards Cloud contact Contact Center 48

USAN

OCTOBER 22, 2017

October 23, 2017 – USAN, a provider of cloud-based omnichannel customer engagement solutions, today announced the availability of Visual IVR for Amazon Connect on AWS Marketplace. Visual IVR is a customer self-service solution that seamlessly integrates with Amazon Connect, a cloud contact center platform.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

DMG Consulting

OCTOBER 26, 2017

IT Managers’ Guide to Cloud-Based Contact Center Infrastructure. 10/23/2017. If a company has required IT resources to support their on-premise contact center solution, they will need similar assistance with a cloud-based solution. By Donna Fluss. Introduction.

Contact Center 48

Contact Center Management contact center solutions Consulting 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia.

Contact Center 54

Contact Center Benchmark Self service Best practices 54

NobelBiz

FEBRUARY 21, 2023

billion in 2017 to $10.4 That’s where the role of a cloud contact center solution comes in. NobelBiz OMNI+ is a complete cloud contact center software CCaaS equipped with a complex toolbox of features, functions, and integrations carefully designed to manage the operations of every type of contact center.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

billion in 2017 to $10.4 That’s where the role of a cloud contact center solution comes in. NobelBiz OMNI+ is a complete cloud contact center software CCaaS equipped with a complex toolbox of features, functions, and integrations carefully designed to manage the operations of every type of contact center.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NICE inContact

DECEMBER 3, 2018

Our research was conducted in the US, Australia and the UK, with regional insights showing: In the US, self-service use almost doubled from 17% in 2017 to 31% in 2018. Consumers across all regions use agent-assisted channels twice as often as self-service. 68% of all interactions were agent-assisted.

Contact center software 48

Contact center software Self service Contact Center Benchmark 48

Fonolo

FEBRUARY 13, 2019

The move to cloud is certainly one of the big trends in customer service. For more on customer service trends, see our latest whitepaper. “… cloud contact center solutions helped 71% of organizations easily scale up or scale down … in response to seasonality fluctuations as well as in the event of disasters.”. of in 2016; 26.4%

Contact Center 57

Contact Center Call Center APIs outsourcing 57

teleopti

JANUARY 7, 2019

According to the digital market research company eMarketer, mCommerce sales in the UK are quickly approaching half of the country’s retail eCommerce market. By 2021, purchases made online via mobile devices will account for 51.7% of total retail eCommerce sales , up from 43.3%

Customer Service 49

Customer Service Contact Center Technical Support Self service 49

JustCall

JULY 20, 2022

You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility. Their unique services include cloud-based and on-site phone systems. In 2017, Mitel acquired Shoretel and has since added Shoretel’s products to theirs.

voip 10

voip Interactive Voice Response Enterprise APIs 10

Dialer 360

MARCH 9, 2018

Do you know, “The cloud contact center industry is expected to increase from $5.43 billion in 2017 to $15.67 If you have customers in different countries, speaking multiple languages, do tell it along to your call center provider. billion by 2021?”. Outbound Call Center Solution Availability.

call center solutions 20

call center solutions Call Center call center software outsourcing 20

Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Which Topics Are Most Important for Your Customer Service Department in 2017?

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176