ROI CX Solutions

JANUARY 8, 2025

Cloud-based contact center software offerings continue to grow 2. Wide adoption of self-service contact center options 4. AI taking center stage in the CX world 5. Read Time: 7.5 Minutes Table of contents 1. Omnichannel offerings continue to rise 3. Remote & hybrid workforces arent going anywhere 6.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Find omnichannel software that makes life easier for your team. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

Not only that but, contact center leaders say the lack of an integrated agent desktop is their leading productivity challenge. The top five challenges are all united by a common theme: agent effort.” – Brian Cantor, CCW April 2020 Market Study. Find omnichannel software that makes life easier for your team. Obvious ROI.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 1, 2022

Customer Feature: OLE Health OLE Health, a 7-clinic non profit health system based in Napa and Solano counties began searching for a contact center platform in 2020 that would provide: Omnichannel Better data & reporting Cleaner, more intuitive interface Their previous legacy system, ShoreTel (Mitel) wasn’t cutting it anymore.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

Hodusoft

MAY 24, 2022

Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. . According to a report from Marketsandmarkets.com, “The worldwide cloud-based contact center market is estimated to increase at a CAGR of 25.8% billion in 2020” .

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Playvox

DECEMBER 21, 2022

Fortunately, there are solutions to help address your concerns, and we’ve got some suggestions for the best contact center software for remote workers. Almost half the contact center managers in our study said they would be bringing agents back to an office in 2022. Communication. So why the disconnect?

Contact center software 52

Contact center software Contact Center Coaching Quality management 52

Waterfield Technologies

OCTOBER 6, 2020

Setting the stage for accelerated growth Tulsa, Oklahoma – October 6, 2020 – Waterfield Technologies (WTI), a leading contact center software and systems integrator providing mission critical voice and conversational AI […].

Technology 98

Technology Contact center software Contact Center 98

Fonolo

JANUARY 9, 2020

There’s simply no way that a contact center on physical premises can provide the kind of ‘always-on’, personal level of service that consumers are increasingly coming to expect. What is a cloud-based contact center? Contact Centers Are Moving to the Cloud in 2020.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

SharpenCX

DECEMBER 10, 2019

As you run headfirst into 2020, we’re walking through an action plan to define your call center performance goals and the experience you want to deliver. Let’s say I own a dog-walking company in Indianapolis, and I’m planning my goals and strategies for 2020. Objective: Grow client-base and walk 40% more dogs by the end of 2020.

Call Center 84

Call Center Contact Center Customer Service First call resolution 84

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, move your digital transformation efforts forward.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

NICE inContact

OCTOBER 20, 2020

The Kansas City Chiefs, who won the Super Bowl in 2020, had to come back from double digit deficits in two other post-season games leading up to their Super Bowl victory. You might say coming from behind is a competitive advantage for them. In the business world, success often depends on having a competitive advantage over your rivals.

Contact center software 12

Contact center software Contact Center Best practices Call Center 12

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact center software 62

Contact center software Contact Center Best practices Call Center 62

Hodusoft

FEBRUARY 9, 2022

The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. And if one is to go by indications, contact center trends for 2022 , signal a whole new wave coming. AI technology.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Hodusoft

AUGUST 6, 2020

Even DoT has extended relaxation up to 31 st December 2020 to permit contact centers to carry out remote operations with their employees working from home. The contact center software integrates Whatsapp web, which means employees do not have to use their private mobile number but can use company numbers for WhatsApp chats.

call center software 52

call center software Call Center Contact center software call center solutions 52

Hodusoft

FEBRUARY 14, 2020

If you are starting a call center or wish to upgrade your contact center software then go through this list of top 10 call center software for 2020 and select one that suits your operations the best. Avaya has a large user base and offers the Elite and Aura variants of its contact center software.

call center software 52

call center software Call Center Contact center software voip 52

SharpenCX

DECEMBER 4, 2019

Two weeks ago, I sat at my desk with my headphones on digging into the 2020 contact center trends headed your way next year. And, Glassdoor is predicting 2020 will kick off a culture-first decade. As I poured through resources and spotted trends sure to stick around, one’s permanently seared into my brain.

Contact Center 67

Contact Center Customer Experience Wait times Contact center software 67

SharpenCX

NOVEMBER 21, 2019

Only, trying to run a successful contact center with decades-old methodologies simply won’t cut it next year. 2020 call center trends look to finally shake up the stale industry. As we look to 2020 call center trends, we look past shiny objects. In 2020, move your digital transformation efforts forward.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67

VocalCom

FEBRUARY 5, 2018

As a Walker study affirms, by 2020 customer experience will overtake price and product as the key brand differentiator. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

VocalCom

FEBRUARY 19, 2018

Cisco cites that by 2020, online videos will account for more than 80% of all consumer internet traffic. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 96

Contact center software Entertainment Advertising Contact Center 96

VocalCom

JANUARY 15, 2018

According to Gartner, 85% of customer interactions will be managed without a human by 2020. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

SharpenCX

AUGUST 28, 2019

Spending on digital transformation technology will surge to $2 trillion by 2020. That means by 2020, companies across the globe will waste a. The post Why it’s Said that Digital Transformation Falls on the CEO’s Shoulders, and Why No Exec Should Muscle the Initiative on their Own appeared first on Sharpen Contact Center Software.

Contact center software 64

Contact center software Contact Center Technology 64

Callminer

AUGUST 6, 2019

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

SharpenCX

JULY 16, 2019

In 2020, 75% of contact centers will still fail to meet customer expectations. The post You’re Failing Your Agents and It’s Not Your Fault: Redefining Agent Performance to Supercharge Your Customer Service Experience [Webinar Recap] appeared first on Sharpen Contact Center Software.

Contact center software 64

Contact center software Customer Service Contact Center 64

Fonolo

FEBRUARY 23, 2021

Not content with supplying you with cheap electronics, books, workout equipment, and organic quinoa, Amazon also supports most cloud-based contact center software today. At this point — around 2009 — call center technology was slowly moving to the cloud. Up until March 17th, 2020.

Call Center 96

Call Center Technology Interactive Voice Response Contact Center 96

Integra

MARCH 27, 2020

It is not even April 2020, and we have had already what seems to be the biggest challenge of the decade. The post WFH with uContact appeared first on Contact Center Software - Integra CCS. WFH – Working from home, or more like, Why from home?

Gamification 93

Gamification voip Contact center software Contact Center 93

Hodusoft

JUNE 15, 2020

If you want to know the secret to enhance customer interactions and engagement, you definitely need to attend this live webinar on 25th June 2020 at 5 p.m. HoduSoft, one of the leading VoIP service providers, has organized a live event for enhancing customer service through omnichannel contact center software (HoduCC).

Contact center software 52

Contact center software Contact Center voip call center software 52

Hodusoft

JUNE 17, 2021

HoduCC – the Call & Contact Center software by HoduSoft has been named as Category Leader and FrontRunner for call recording software in the latest list published by Gartner Digital Markets Report. The global call center market size amounted to 339.4 billion USD in 2020.

Marketing 98

Marketing Contact Center Telecommunications voip 98

Fonolo

JUNE 9, 2020

In April 2020, online retailer Zappos encouraged agents to make small talk with customers to help with ‘social connectedness’ during the COVID-19 lockdown. In an ideal scenario, customers will only need to call your support center once to have their issue resolved. Did you know? First Call Resolution (FCR).

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. – Brad Butler, Contact Center Software Consultant @ NobelBiz 2.

Best practices 98

Best practices Call Center Gamification Contact center software 98

Hodusoft

JULY 16, 2020

The event took place on Jun 25, 2020, 5 PM – 5:45 PM (IST). The webinar comprehensively explains how HoduCC – omnichannel contact center software helps in delivering enhanced customer engagement. Consequently, we had organized a live webinar on omnichannel experience that can enhance customer engagement.

Contact center software 52

Contact center software voip call center software Contact Center 52

SharpenCX

JANUARY 7, 2020

You’ve got a whole year ahead to grow, push your employees, and build a stronger call center. As a call center manager, your focus should live in two places — with your agents and your customers. Let’s look at how you can take on projects in 2020 that benefit both. 4 Call Center Projects to Boost CX and AX in the New Year.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

Cisco - Contact Center

NOVEMBER 24, 2020

Each section has been carefully authored by Cisco leaders who are subject matter experts, to help guide those looking to understand what the key subjects are for consideration as the contact center has joined digital channels as the primary place of commerce and service in 2020 and beyond.

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

VocalCom

JANUARY 21, 2019

According to IHS Markit, 7 billion devices are projected to carry AI-powered assistants by 2020. To deliver the very best customer experiences, learn about Vocalcom, a global leader in AI-powered contact center software solutions and premium omnichannel customer interaction platform.

Customer Experience 59

Customer Experience Chatbots Contact center software Interactive Voice Response 59

Hodusoft

FEBRUARY 8, 2024

This blog post explores how a sophisticated communication system such as HoduCC contact center software can coordinate and unify communication across multiple devices and channels and ensure the success of MSPs. As per recent reports , cyberattacks targeting MSPs started to rise after 2020. Read on and thank us later.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

Aspect

NOVEMBER 5, 2018

Global market intelligence firm, International Data Corporation predicts that by 2020, 67% of enterprise infrastructure and software will be for cloud-based offerings. Are you considering moving your contact center to the cloud? With 2019 less than 60 days away it may be time to ask yourself what you’re waiting for.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

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. Additionally, these companies have unique requirements for scalability, security and the ability to migrate applications and teams to the cloud at their own pace.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

SharpenCX

APRIL 7, 2020

In fact, Buffer ’s 2020 State of Remote Work report found that 98% of respondents want to continue to work remotely for the rest of their careers. We also have a program to help you spin up a remote contact center in 48 hours during this pandemic if you need help. And, 97% told them they would recommend remote work to others.

virtual call center 104

virtual call center Call Center Coaching Contact center software 104