Talkdesk

NOVEMBER 14, 2017

Finding the right contact center solution for your company can feel overwhelming with so many competitive offerings in the industry. To help you narrow down the field, Gartner compiled the Contact Center as a Service (CCaaS) Magic Quadrant , a summary of the solutions at the most mature end of the industry.

contact center solutions 40

contact center solutions Contact Center Multichannel Analytics 40

Cisco - Contact Center

MAY 30, 2019

Your contact center agents’ journey plays a critical role in customer experience. 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? The Golden Opportunity.

Contact Center 68

Contact Center contact center solutions Self service Engineering 68

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

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

AUGUST 28, 2018

Nothing says summertime like lounging by the pool and reading contact center industry reports, amirite? About: For this report, industry analyst Peter Ryan gathered the views of 352 enterprise executives, each with decision-making authority over contact centers. Our favorite chart: Contact Center 2.0,

Contact Center 65

Contact Center Abandon rate Call Center Surveys 65

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

Cisco - Contact Center

JANUARY 21, 2020

The language barrier is undoubtedly and historically adding complexity to international business, and this is especially true when we consider Contact Centers and the high-quality customer experience they have to deliver in business-to-consumer services. Therefore, the challenge is even higher for Digital Contact Centers.

Contact Center 54

Contact Center contact center solutions Call Center Cloud contact 54

VocalCom

APRIL 6, 2020

This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience. The Vocalcom Salesforce Edition solution is one which adapts itself to all types of changes without difficulty and with great responsiveness.

Contact Center 62

Contact Center Cloud contact contact center solutions Customer Experience 62

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. Instead, take advantage of cutting-edge solutions to remain agile, productive and support customer experience initiatives.

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

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

SEPTEMBER 8, 2017

This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center. A cloud-based contact center solution can be the cornerstone of your disaster recovery plan. Download your report, Drive Revenue With Great Customer Experience, 2017.

Contact Center 48

Contact Center contact center solutions Customer Experience Management 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. million in 2017.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Fonolo

FEBRUARY 13, 2019

Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. Who wrote it: Contact Babel. About: We almost always include a Contact Babel report in these posts. This year’s edition is based on questionnaires answered by 222 contact center managers and directors, and weighs in at a healthy 363 pages!

Contact Center 57

Contact Center Call Center APIs outsourcing 57

TechSee

FEBRUARY 27, 2018

On-demand customer service is emerging as a viable solution to compete in this fast-paced market. Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar call centers. As of 2017, roughly 3.7

Customer Service 116

Customer Service Real estate Call Center Enterprise 116

Talkdesk

JUNE 3, 2019

Contact centers, oftentimes considered archaic, slow-moving and inflexible are transitioning to a cloud-based model that enables them to become nimble, scalable and innovative. It’s critical to keep in mind the type of cloud a vendor is touting when evaluating the capabilities of your contact center. from 2017-2022.

Cloud contact 43

Cloud contact Contact Center contact center solutions Analytics 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

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

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. Our HoduCC omnichannel contact center software is one such useful tool that has helped many e-commerce companies of different sizes.

Abandon rate 52

Abandon rate Contact center software Interactive Voice Response Contact Center 52

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

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

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. between 2017 and 2018 (as of July 31, 2019). 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Differentiated and compelling capabilities driving growth.

Consulting 48

Consulting Consulting Contact Center Marketing 48

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. appeared first on Sharpen Contact Center Software. INDIANAPOLIS (Oct.

Technology 52

Technology Contact center software Customer Service contact center solutions 52

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. This kind of integration is necessary. And it’s what’s next.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

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. offers the ability to build advanced automated services.

Virtual Agent 59

Virtual Agent contact center solutions Contact Center Cloud contact 59

Avaya

MAY 16, 2019

It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center. Taiwan’s O-Bank was born all digital. We want to offer the most innovative and convenient customer experience,” says Becky Yang, Head of Customer Service at O-Bank.

Banking 59

Banking contact center solutions Contact Center Accountability 59

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

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

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

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. Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified.

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. But AI is not magic.

Contact Center 48

Contact Center contact center solutions Healthcare Analytics 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

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. Donte Lazarus, the Contact Center Director at Roper St. The Results .

Healthcare 48

Healthcare call center solutions Call Center Contact Center 48

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52