Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience. Native high-definition video integration is the next important step.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Avaya

OCTOBER 2, 2017

One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. Avaya will be at Stand Z-C20 in Za’abeel Hall, Dubai World Trade Center, October 8-12. The post Avaya at GITEX 2017: See What You Can Make with the Latest Technology appeared first on Avaya Connected Blog.

Technology 43

Technology Telecommunications Government contact center solutions 43

Bright Pattern

FEBRUARY 1, 2018

Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

TechSee

FEBRUARY 27, 2018

As of 2017, roughly 3.7 This resource availability, coupled with the digitalization of customer service ,cloud-based contact center solutions and robust and reliable connectivity, all indicate that the time is ripe for on-demand customer service to be adopted at a quicker pace. million employees—2.8%

Customer Service 116

Customer Service Real estate Call Center Enterprise 116

SharpenCX

OCTOBER 19, 2017

19, 2017) – Sharpen Technologies, a contact center platform with an agent-first focus, today announces the launch of.CX, a new programming language that empowers companies to provide complete customization in customer service. INDIANAPOLIS (Oct.

Technology 52

Technology Contact center software Customer Service contact center solutions 52

8x8

MAY 16, 2017

For small businesses and companies with teams of informal and non-traditional contact centers – such as sales, collections, marketing, human resources, recruiting and help desks – using complex contact center solutions for customer engagement can be daunting, especially when they lack internal expertise and resources.

Contact Center 48

Contact Center contact center solutions Cloud contact Interactive Voice Response 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Get started today by checking out the year’s most innovative contact center solutions.

Contact Center 48

Contact Center Technology Real estate contact center solutions 48

Aspect

JANUARY 10, 2018

2017 was a banner year for the economy, but not all businesses benefitted the same. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives. Get started today by checking out the year’s most innovative contact center solutions.

Contact Center 48

Contact Center Technology Real estate contact center solutions 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

8x8

OCTOBER 12, 2017

At 8x8, we aim to stay nimble, responsive and innovative as the company revolutionizes the business communications industry by unifying cloud telephony, messaging, meetings and contact center solutions along with big data and speech analytics on a single cloud platform. The seven new 8x8 patents issued by the U.S.

voip 48

voip contact center solutions Analytics Contact Center 48

Avaya

MAY 16, 2019

From our industrial bank days, we knew Avaya could provide the contact center solution,” Lin Tom, O-Bank’s vice-president reflects, “but having the same partner across the customer experience has made things simple for us.”. Avaya is helping us do that.”. 80% of its customers are under the age of 40.

Banking 59

Banking contact center solutions Contact Center Accountability 59

CSM Magazine

FEBRUARY 25, 2020

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries. One such solution the chat bot, Ruby.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

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

Cisco - Contact Center

MAY 30, 2019

This is no different in a contact center. In 2017 the French state railway SNCF spent $15bn on a new fleet of trains. Want to know more about Cisco Contact Center solutions? Missing that opportunity can cost a business – and often does more harm to the brand than management realizes. Check us out here.

Contact Center 68

Contact Center contact center solutions Self service Engineering 68

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

NICE inContact

SEPTEMBER 8, 2017

A cloud-based contact center solution can be the cornerstone of your disaster recovery plan. As long as agents have a dial-tone and access to the internet, they can manage customer contacts through the contact center platform. Download your report, Drive Revenue With Great Customer Experience, 2017.

Contact Center 48

Contact Center contact center solutions Customer Experience Management 48

Monet Software

DECEMBER 21, 2018

It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. In April, Monet received a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award from TMC. Another award so soon? What will the New Year bring?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

DMG Consulting

MAY 25, 2018

This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Plantronics

NOVEMBER 30, 2017

This week it seems that the whole world is congregating in Las Vegas at Amazon Web Services re:Invent 2017. Amazon Connect, which was released earlier this year, is a cloud-based contact center solution that is based on Amazons own internal contact center technology.

contact center solutions 40

contact center solutions Contact Center Technology 40

Plantronics

NOVEMBER 30, 2017

This week it seems that the whole world is congregating in Las Vegas at Amazon Web Services re:Invent 2017. Amazon Connect, which was released earlier this year, is a cloud-based contact center solution that is based on Amazons own internal contact center technology.

contact center solutions 40

contact center solutions Contact Center Technology 40

Talkdesk

JUNE 3, 2019

In 2017, the hosted/cloud market grew by 12.7% from 2017-2022. ACD, in other words, the contact center market, is forecast to grow 16.8% However, hosted or pure cloud deployments weren’t commonly seen until the arrival of CRMs and ERP systems such as Salesforce in the early 2000s. during this same period. “We

Cloud contact 43

Cloud contact Contact Center contact center solutions Analytics 43

DMG Consulting

APRIL 4, 2017

Cloud Solutions Are Rising in the Contact Center. The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems.

Contact Center 59

Contact Center contact center solutions Business Process Outsourcing Enterprise 59

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 people (4.4 %) of the 512.4

Contact Center 54

Contact Center contact center solutions Call Center Cloud contact 54

Hodusoft

MARCH 5, 2025

A study conducted jointly by MasterCard and University of Oxford in 2017 found nearly one-third of people couldn’t make the purchases due to failure to remember their password. Implementing an advanced contact center solution like HoduCC can help e-commerce businesses resolve billing issues efficiently.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

NICE inContact

AUGUST 27, 2018

Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users worldwide in 2018 is 196 billion , up 13 percent from 2017. Ensure that your contact center solution allows for this. In July 2018, Facebook had 2.2

Contact Center 48

Contact Center contact center solutions Analytics Surveys 48

Talkdesk

OCTOBER 25, 2017

New Customer Wins, European Expansion and Key Hires Support Smarter Contact Centers. October 25, 2017 – Talkdesk , the leading intelligent contact center cloud platform, today announced unprecedented momentum across all facets of its business. San Francisco, Calif. Peter holds a B.S.

Contact Center 8

Contact Center Engineering Contact center software Finance 8

Fonolo

AUGUST 28, 2018

Our favorite chart: Contact Center 2.0, The Rise of Collaborative Contact Centers. About: This report is the result of surveying 500 employees involved in contact center solutions at companies with a formal contact center or with plans to introduce one. Where to get it: Here.

Contact Center 65

Contact Center Abandon rate Call Center Surveys 65

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. For example, a cloud-based unified communications and contact center solution on a single platform can dramatically reduce your costs while helping you significantly improve customer service.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

DMG Consulting

APRIL 4, 2022

But as recently as five years ago, AI was not really a thing in most IT sectors, including contact center technology. And then in 2017, seemingly out of nowhere, software vendors everywhere claimed their solutions were AI-enabled. And this is just the beginning for contact centers.

Contact Center 48

Contact Center contact center solutions Healthcare Analytics 48

DMG Consulting

DECEMBER 11, 2019

between 2017 and 2018 (as of July 31, 2019). CBCCI offerings have reached functional parity with on-premise solutions, and companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. The number of CBCCI seats in the market grew by 20.1%

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG’s eleventh annual report on this sector provides contact center, IT and enterprise leaders and managers in small, mid-size and large companies with the information they need to select the right solution, functionality and partner to meet their organization’s current and future cloud-based contact center infrastructure (CBCCI) needs.

Consulting 48

Consulting Consulting Contact Center Marketing 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. “By

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Enterprise 40

Revation Systems

MAY 2, 2019

Francis was in search of a new call center solution that could provide valuable insight to help the organization analyze and improve its level of service and quality of care. . The Solution . At the end of 2017, Roper St.

Healthcare 48

Healthcare call center solutions Call Center Contact Center 48

Revation Systems

JULY 17, 2019

Francis was in search of a new call center solution that could provide valuable insight to help the organization analyze and improve its level of service and quality of care. . The Solution. At the end of 2017, Roper St.

Healthcare 48

Healthcare call center solutions Call Center Contact Center 48

Bill Durr

JUNE 26, 2017

On February 1, 2017 Donna Fluss, president of DMG Consulting, posted an article on destinationcrm.com entitled “Workforce Optimization is Under Siege.” Fluss writes that innovative WFO vendors will expand from pure contact center solutions to solutions that span the enterprise to include back-office and branch operations.

Analytics 40

Analytics Contact Center Consulting Consulting 40

Fonolo

FEBRUARY 13, 2019

As the IDC report notes, this goes far beyond just the call center. 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.”.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78