Cisco - Contact Center

DECEMBER 17, 2020

If customer experience wasn’t important enough already, among the many things 2020 has taught us is that it is the essential ingredient to sustained business success. And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

JustCall

APRIL 13, 2020

As per reports , 75%of the millennial workforce in 2020 are to follow this practice. Average response time is something that can be tackled using automation like SMS Bots. Remote customer service is all about pace with quality. Managers can use the Interactive Voice Response(IVR) to reduce the Average Resolution Time.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

DMG Consulting

NOVEMBER 29, 2017

in 2018, 23% in both 2019 and 2020, and 21% in 2021. The cloud has become the dominant sales model for contact center infrastructure solutions, ACDs, dialers, IVRs and more,” said Donna Fluss, President of DMG Consulting LLC. This represents only 11.4% DMG predicts that the number of seats will grow by 22% in 2017, 22.5%

Consulting 48

Consulting Consulting Contact Center Marketing 48

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Voice of The Customer. Quality Management. WEBINAR ON DEMAND: 2020 – The Year That Transformed WFM • watch. WFO TERMS TO KNOW. Process Automation.

Management 86

Management Gamification Quality management Schedule adherence 86

Enghouse Interactive

APRIL 13, 2021

2) Deloitte: Digital Consumers Trends 2020. (3) 4) Consultancy.uk blog: McKinsey&Co – December 2020 Covid-19 Has Accelerated Digital Transformation by Seven Years. (5) 5) Metrigy: Customer Engagement Transformation: 2020-21 Research.

Contact Center 93

Contact Center Morale Technology Self service 93

Enghouse Interactive

FEBRUARY 9, 2021

now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases. AI-Enabled Self Service (34.8% planned, 38.7% If desired, the call flow can be routed to live agent support. Metrigy Research – defining the “Success Group”.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

DMG Consulting

MARCH 31, 2017

The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

DMG Consulting

MAY 8, 2017

DMG expects the number of gamification seats to grow by 30% in 2017 and 2018, 35% in 2019 and 2020, and 33% in 2021. DMG foresees the next 3 – 5 years to be highly productive for gamification providers, as this is an area that is attracting substantial interest and investments. For more information, visit www.dmgconsult.com. # # #.

Gamification 48

Gamification Consulting Consulting Contact Center 48

DMG Consulting

MARCH 16, 2018

The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. NewGen WFM with real-time adaptive forecasting and scheduling will revolutionize the world of workforce management.”. DMG expects the WFM sector to continue to grow at a strong rate for a mature market.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

OCTOBER 18, 2017

An even greater opportunity exists for vendors to deliver solutions that are cloud-based and address both speech and text interactions. DMG predicts that the contact center speech analytics market will grow by 12% in 2017, 11% in 2018, 10% in 2019, 10% in 2020, and 10% in 2021.

Consulting 48

Consulting Consulting Analytics Marketing 48

Enghouse Interactive

JULY 29, 2021

Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change. On a global basis, 81.6%

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

JANUARY 13, 2021

McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy. They asked participants for their before-and-after business metrics on revenue, cost, customer ratings, and/or agent productivity for projects that use artificial intelligence (AI) or AI-enabled analytics to improve customer engagement.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

8x8

FEBRUARY 6, 2019

VIsibility into customer interactions and IVR usage. Quality management. Performance management tool built around collaboration and coaching. Provides voice-of-the customer insights for 100% of calls. Provide a real-time view into critical contact center metrics. Contact center analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

Enghouse Interactive

FEBRUARY 18, 2021

Their most recent research “ Customer Engagement Transformation: 2020-21 Research Study” was undertaken in August – October of 2020 and reflects key learnings from their transformation accelerated by the Covid-19 pandemic. Access the on-demand playback. Metrigy Research – defining the “Success Group”.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Contact Center Best Practices for 2020. According to Harris Interactive, even before the pandemic, 77% of customers said it took too long to reach a live agent by a contact center phone number. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

JustCall

FEBRUARY 13, 2023

IVR The Interactive Voice Response (IVR) is an automated voice response system used by call centers to provide a menu of choices to callers in lieu of live agents. An IVR menu is often used as the first point of contact for customers and the business.

Sales 52

Sales Call Center Interactive Voice Response CRM 52

JustCall

MARCH 21, 2022

In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years. An IVR menu is often used as the first point of contact for customers and the business. Predictive Dialers.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52