Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

To deliver this successfully, agents need contact center solutions that allow them to move between channels and touchpoints easily so they can seamlessly help customers regardless of the channel. What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Global Response

OCTOBER 15, 2024

While this may sound good , you may wonder , “ D oes my business actually need an omnichannel contact center?” According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

VocalCom

JUNE 24, 2020

Gartner reveals that 91% of organizations are planning to deploy AI within the next three years and that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%. AI to enhance human relationships.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

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

Revation Systems

FEBRUARY 3, 2020

The contact center was experiencing increasingly long wait times on inbound calls that led to high abandonment rates (patients who were calling into the clinic would wait on hold and eventually hang up before speaking to an agent). The Solution. The clinic’s customer satisfaction rates were dropping at alarming levels.

Abandon rate 62

Abandon rate Healthcare Contact Center Multichannel 62

VocalCom

APRIL 6, 2020

The Vocalcom Salesforce Edition solution is a cloud contact center solution developed natively in the Salesforce.com application, of which Vocalcom is the independent software vendor partner with the greatest growth in 2019.

Contact Center 62

Contact Center Cloud contact contact center solutions Customer Experience 62