2019 Cloud contact Self service 
Spearline
NOVEMBER 25, 2020
The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3%
Callminer
DECEMBER 17, 2019
Cloud contact centers may be more reliable. “Cloud contact centers are 27% cheaper and experience 35% less downtime than their on-premise counterparts.” ” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline.
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Noble Systems
FEBRUARY 20, 2019
In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. Here are some of the 2019 trends that can help create an effortless agent experience.
Vonage
JANUARY 30, 2019
Too many digital agendas still focus on deflection rather than meeting five generations of customer expectation around live assistance, self-service and being proactive. Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models.
Enghouse Interactive
DECEMBER 5, 2018
The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype. Those questions are not likely to stop during 2019.
Call Experts
FEBRUARY 12, 2020
Key providers are building professional services and resources to assist customers with strategic AI plans. Self-service tools empower customers to reach out to agents for more complex interactions, like those requiring judgment and empathy. In 2019, automatic call distribution sported 23.3% More Blogs Menu.
Aspect
DECEMBER 1, 2020
Based on the characterization of contact center as a service solutions in the Gartner 2020 CCaaS Magic Quadrant report, Aspect chose not to participate. Developing the most advanced enterprise cloud contact center solution for the mobile workforce.
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