Cyara

JULY 9, 2019

Businesses of all sizes want the most reliable, secure and advanced contact center solutions, coupled with ease of configuration/integration, all at the most affordable price point possible. Cloud contact centers, particularly Amazon Connect, provide businesses with a service that incorporates and embraces all of these characteristics.

Cloud contact 52

Cloud contact Contact Center Average Handle Time contact center solutions 52

VocalCom

JANUARY 28, 2019

Here are seven major trends shaping the customer experience in 2019. AI has been transforming the customer experience landscape for some time now, and it won’t be slowing down in 2019. Chatbots Magazine further adds that 67% of people expect to use messaging apps when communicating with a business. Security is an absolute must.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

VocalCom

JUNE 18, 2020

Before the pandemic even started to disrupt business, the contact center industry was already widely migrating to Cloud. Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Transparent BPO

JUNE 19, 2019

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology , such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

NICE inContact

MARCH 5, 2019

And we’ll also look at ways to use this evolution to your advantage, along with which trends and predictions to focus on in 2019. Other “future” developments—chatbots and AI—are already here, right now. How Webhelp profits from simplified integration of chatbots and AI. Don’t miss this exciting presentation! REGISTER NOW.

Benchmark 67

Benchmark Chatbots Self service Customer Experience 67

Fonolo

MAY 22, 2019

In addition to today’s batch of four reports, please check out our new re-issued report on managing call spikes in the contact center. Ventana’s Value Index for Cloud Contact Centers (2018). They state, “AI is currently a hot topic … [but] for contact centers is not new. CCW’s Future of the Call Center (2019).

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 57

Contact Center contact center solutions Enterprise Cloud contact 57

Fonolo

DECEMBER 17, 2019

With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020. Contact Center Trend #1: Texting is Back (With Bells On).

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

SharpenCX

JANUARY 6, 2021

And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019. Now, leaders like you are certainly looking ahead, making strategic decisions about what’s next as cloud migration accelerates. And our resilience grew. What’s more?

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

CSM Magazine

JULY 21, 2020

Recruiting and onboarding new staff in line with social distancing is uncharted territory, but using cloud contact centre solutions can get you off to a good start. New recruits might be home alone but using chatbots through either speech or text can help them find answers to customer queries and suggested responses quickly and easily.

Gamification 52

Gamification Cloud contact Surveys Education 52

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution. What Is an Omnichannel Call Center? Integrate Tools.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Fonolo

NOVEMBER 17, 2020

Whether it’s handling and routing necessary inquiries through self-service tools and chatbots or using AI to improve reporting and predictive modeling, AI will be essential in delivering excellent customer experiences in the future. Contact Center Trends 2019. 2) The Cloud Will Reign Supreme. As Richard J.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

MARCH 21, 2019

Big announcements this year include the launch of two new cloud contact centers called Edify and Thrio ; a new contact center from Vonage called CX Cloud Express (based on their acquisition of NVM which we covered here ); and the rebranding of Polycom/Plantronics as “Poly.”. 6 Must-Read Customer Experience Trends in 2019.

Enterprise 15

Enterprise voip Call Center Chatbots 15