ShepHyken

OCTOBER 25, 2019

Use effective analytics to maximize your exposure to the best potential candidates. Julius Caesar himself would never back away from the fight, placing yourself in different areas of the call center can show your team that you know and understand the work they do. Support your agents with the best technology and industry practices.

Call Center 192

Call Center Scripts Contact Center Advertising 192

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. This is where artificial intelligence, machine learning, natural language understanding, and analytics come in.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

CCNG

AUGUST 28, 2024

While almost all industries are going digital, there’s one industry that is leading the charge in the digital revolution, i.e., Contact Centers. By rapidly embracing digital tools like AI, Analytics, and Automation, contact centers are completely changing how they function and deliver customer experience.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. What is an enterprise contact center solution?

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

3CLogic

DECEMBER 1, 2022

When it comes to complex issues, it’s easier to solve problems and communicate clearly over the phone – and this is true not only in the customer service industry but across professional spheres. When organizations upgrade their voice channel solutions without this key integration, they are faced with two disparate systems.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Call Journey

JULY 13, 2020

Call Journey , thought-leader in data, AI and analytics space, is proud to announce its participation as the prime Gold Sponsor at the upcoming Genesys’ Virtual G-Summit ANZ 2020, happening on July 21-22, 2020. Call Journey is Genesys’ global conversation analytics partner. About Genesys. For more information, visit www.genesys.com.

Analytics 74

Analytics contact center solutions Contact Center Marketing 74

CX Global Media

JULY 26, 2017

Sharing this story with you and trying to help you to make sense (it helps me too) of the multitude of solutions in the contact center industry (Check out – Lassoing the Wild West Contact Center Technology ) is one reasons why I love attending contact center industry events and meeting with knowledgeable people such as Matt.

Contact Center 159

Contact Center SaaS Call Center Technical Support 159

NobelBiz

FEBRUARY 22, 2023

Whatever the driving force behind this transition, it is important to consider the technological advancements that have occurred in the contact center space in recent years. In that regard, Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations.

contact center solutions 52

contact center solutions Contact Center Cloud contact Contact center software 52

NobelBiz

MARCH 23, 2022

And generating an ROI on your contact center to increase your company’s bottom line is part of that growth strategy. You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will not be able to grow.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Cisco - Contact Center

AUGUST 3, 2020

This award honors vendors that have embraced technology as a key tool for customer service excellence and distinguish their success as innovators, thought leaders, and market movers in the contact center and customer care industries. Let me share some of the reasons Webex Contact Center received this recognition.

Contact Center 119

Contact Center Technology contact center solutions Virtual Agent 119

Upstream Works

SEPTEMBER 1, 2020

Contact center leaders should not only make these opportunities available, but ensure that agents are aware of what might lie ahead for them. Additionally, employees in any industry want to feel capable to not just do their jobs, but to do their jobs as well as possible. Stay Connected to Agents.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Call Journey

JULY 22, 2019

From back-to-back conferences and events in the United States, Call Journey, the innovator in Conversation Analytics, heads back home to Australia to attend the Genesys G-Summit which will be held at the Grand Hyatt Melbourne on July 30-31, 2019. Call Journey is a Global Speech Analytics Partner of Genesys. We are all about Voice data.

Analytics 65

Analytics Engineering contact center solutions Enterprise 65

Call Experts

OCTOBER 5, 2023

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Keep These Factors in Mind Before hiring a contact center, knowing what you’re looking for and what’s necessary to ensure a contact center meets your needs is essential.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Serenova

NOVEMBER 19, 2019

We’ve seen a consistently growing need for a combined CCaaS and workforce optimization solution set. The addition of ProScheduler to Serenova’s robust portfolio of contact center solutions represents the right combination of product, technology and talent to fit our vision while meeting market need—a win for all.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

JustCall

NOVEMBER 25, 2022

For meeting the goal of quality control, speech analytics software examines live or recorded calls and decodes emotional signs. Similar to voice recognition software, speech analytics software analyzes spoken language through artificial intelligence. Give call center agents instructions using call center voice analytics software.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Cisco - Contact Center

FEBRUARY 18, 2020

“I need easy access to cloud-based applications that work seamlessly with my on-premises contact center infrastructure”. Customer Journey Analyzer, our cloud-based advanced analytics reporting solution is now available for trial to all our on-premises contact center customers. You’re not alone! Learn More.

Contact Center 95

Contact Center Enterprise Self service contact center solutions 95

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

NobelBiz

MAY 14, 2024

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. What Is Conversational Analytics? It examines tone, pitch, volume, and pace.

Analytics 59

Analytics Call Center Contact Center Sales 59

NobelBiz

APRIL 30, 2024

The development of AI in customer service began with simple automated systems and has evolved into sophisticated AI solutions capable of handling complex queries with a human-like understanding. This evolution has been driven by advancements in machine learning, natural language processing, and big data analytics.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

NobelBiz

FEBRUARY 20, 2024

Features like call recording and analytics help monitor performance and identify areas for improvement. Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team! Clearer audio ensures better interactions with customers.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

CSM Magazine

DECEMBER 6, 2019

Poly , formerly Plantronics and Polycom have announced the additions of the EncorePro 300 headset and MDA 500QD series audio processor to its industry-leading portfolio of devices for the modern-day contact center. Poly believes in solutions that make life easier when they work together and with our partners’ services.

contact center solutions 10

contact center solutions Contact Center contact center workforce Chatbots 10

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Analytics 52

Analytics Call Center First call resolution Contact Center 52

TechSee

FEBRUARY 27, 2018

This on-demand model is revolutionizing commercial behavior and has been rapidly adopted by consumers everywhere, transforming industries such as ground transportation (think Uber or Lyft), travel (think Airbnb), grocery (think InstaCart or GrubHub), and freelance labor (think Upwork or Fiverr). As of 2017, roughly 3.7 million employees—2.8%

Customer Service 116

Customer Service Real estate Call Center Enterprise 116

Calabrio

FEBRUARY 26, 2021

To ensure our customers received this support, we pivoted our contact center solutions to help customers embrace this new world of work. The Workforce Optimization Innovation Awards recognizes vendors that are using data-driven analysis to advance the call center, CRM and teleservice industries one solution at a time.

Analytics 52

Analytics Contact Center contact center solutions CRM 52

Serenova

MARCH 31, 2020

With Serenova’s CxEngage Rapid Response program, contact centers can leverage a cloud solution within 48 hours. Agents will be able work from the safety of their own homes while still handling the exponential increase in call volume happening across industries. Managing the Performance of a Remote Team.

Contact Center 90

Contact Center Gamification contact center solutions Finance 90

Hodusoft

FEBRUARY 8, 2024

A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. Read Also: 5 Ways Multi-Tenant PBX Software Can Improve Your ISP Business The Role of Sophisticated Contact Center Software for MSPs 1.

Contact center software 52

Contact center software Contact Center Multi-channel support Analytics 52

NobelBiz

NOVEMBER 6, 2023

Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. Provided you have access to quality data feeds, these automation tools help streamline call center operations, improve efficiency, and enhance the overall customer experience.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

Cisco - Contact Center

JUNE 18, 2020

Over the past year, Cisco has been advancing our contact center portfolio to help our customers drive business growth and competitive differentiation. Read our announcement about the latest artificial intelligence innovations to our contact center portfolio. Identified by Aragon Research. End-to-End Encryption.

Contact Center 97

Contact Center Enterprise contact center solutions Cloud contact 97

VirtualPBX

JUNE 6, 2024

Let the Metrics Be Your Guide From live dashboards and scheduled reports to detailed call reporting , the analytics are at your fingertips. Omnichannel contact center solutions can help your team seamlessly navigate a multi-channel environment with intelligent continuity. The post What is an inbound call?

First call resolution 105

First call resolution Abandon rate contact center solutions Metrics 105

Cisco - Contact Center

FEBRUARY 1, 2021

Join renowned contact center industry analyst Sheila McGee-Smith and Cisco Contact Center VP/GM Omar Tawakol for a live stream on February 3, 2021, as they discuss five essential elements for the contact center platform of the future, and how Webex Contact Center delivers these.

Contact Center 87

Contact Center Transportation Customer Experience Wireless 87

Aspect

JULY 15, 2020

We have been a pioneer in the development of cloud-based contact center solutions with our Aspect Via Platform , and Aspect Via WFM is in high demand. Version 20 of our WFM solution makes it even easier to implement a cloud-based WFM system in practically any cloud environment. Many others, especially in AQM .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Call Journey

DECEMBER 17, 2019

Armed with an exciting and jam-packed roadmap for 2020, Call Journey, thought leader in Conversation Analytics space and a Genesys’ global speech analytics partner, is set to participate in the upcoming Genesys Global Kickoff, happening in January, 2020 at the Gaylord Palms Resorts and Convention Center in Orlando.

contact center solutions 75

contact center solutions Analytics Sales Contact Center 75

Noble Systems

APRIL 8, 2020

For years, analyst firm Frost & Sullivan defined the cloud or hosted contact center as a “network-based service in which a service provider owns and operates a contact center technology platform” ( The Hosted Model: Why It’s Revolutionizing the Contact Center Industry ). Advanced Analytics.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

TeleDirect

MARCH 12, 2018

One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with business process outsourcing (BPO). If you’re in the real estate industry and currently use BPO services, you already know the tremendous advantage they provide. How will an outsourced solution handle crucial information?

Real estate 94

Real estate outsourcing Call Center Business Process Outsourcing 94

Hodusoft

FEBRUARY 16, 2022

How to Find Best Hybrid workforce Contact Center Software in 2022. Contact centers and several other industries’ survival through the first few months of COVID-19 meant swift operational reboots primarily through work from home transitions. Analytics and reports. What does the future hold?

Contact center software 98

Contact center software Contact Center contact center solutions CRM 98