CSM Magazine

DECEMBER 9, 2024

Customer experience can literally make or break a business, so it’s alarming that a number of UK companies remain tethered to legacy contact centre systems. But what’s even more concerning is that those who’ve made the leap to cloud solutions aren’t necessarily reaping the promised rewards.

Cloud contact 52

Cloud contact Average Handle Time Metrics Technology 52

NobelBiz

MARCH 1, 2021

Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance. The post What Are The Benefits of Choosing Cloud Contact Center Solutions? appeared first on NobelBiz®.

contact center solutions 98

contact center solutions Cloud contact Contact Center SaaS 98

Ameyo

DECEMBER 10, 2020

Today, let … On-premise Vs Cloud Contact Center: How to Make the Right Choice Read More » The post On-premise Vs Cloud Contact Center: How to Make the Right Choice appeared first on Ameyo. With so much conflicting information available today (thank you internet), making this decision can be tricky.

Cloud contact 98

Cloud contact Contact Center contact center solutions 98

Contact Center Pipeline

FEBRUARY 22, 2023

“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked servers, has arguably dominated the contact center technology conversation for the past […]

Contact Center 130

Contact Center Cloud contact Technology 130

Upstream Works

FEBRUARY 20, 2025

Explore how on-premise and cloud contact centers are innovating with AI and why on-premise innovation is still at the forefront for some industries. The post 2025 CX Trends: AI Innovation for On-Premise & Cloud Contact Centers appeared first on upstreamworks.com.

Cloud contact 88

Cloud contact Contact Center 88

Spearline

NOVEMBER 25, 2020

Many of our customers use our service before, during, and after a migration to a cloud contact center (or other infrastructure changes) to test, pinpoint, and troubleshoot issues. Call detail record info along with test audio forces ownership of carrier issues, reducing downtime & expediting carrier root cause analysis.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

Ameyo

JUNE 25, 2020

The contact center software providers, in the post-COVID era, are not limited to providing solutions that help businesses … How a Traditional Cloud Contact Center is different from a Remote Call Center Software? appeared first on Ameyo.

call center software 96

call center software Cloud contact Contact Center Call Center 96

ShepHyken

APRIL 5, 2019

Initially, chatbots were little more than a method deployed to take some of the weight off contact centers and their agents. These automated solutions could answer questions quickly and automate repetitive tasks in the cloud contact center. That’s the kind of service that today’s chatbot can offer.

Chatbots 299

Chatbots Customer Experience Cloud contact Contact Center 299

Upstream Works

JULY 16, 2021

To address this, contact center leaders need to think about innovation and emerging technologies like Artificial Intelligence (AI) and how cloud-based contact center solutions enable them to keep pace. Learn more about our omnichannel contact center solutions here. Here are three examples to illustrate.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Beyond Philosophy

AUGUST 25, 2022

Triant explains that UJet is a pioneer in the next generation of cloud contact center applications, typically called cloud contact center as a service. As Vasili Triant , Chief Operating Officer of UJet , explained on a recent podcast, many go-to-market activities can help in this effort. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

LiveVox

DECEMBER 20, 2023

Here we delve […] The post Healthcare Analysis in 2024: Leveraging AI and Cloud Contact Centers for Optimized Patient Experience and Engagement appeared first on LiveVox.

Cloud contact 93

Cloud contact Healthcare Contact Center Customer Experience 93

AWS Machine Learning

FEBRUARY 6, 2023

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. Talkdesk CX Cloud contact center – Talkdesk, Inc.

Cloud contact 92

Cloud contact Self service Contact Center Virtual Agent 92

Cyara

JUNE 29, 2023

Cloud contact center migration can be a complex and challenging journey. According to CX Today , the CCaaS (Contact Center as a Service) space will grow to $19.8 Businesses that choose to follow this path can gain many benefits. Those that don’t, might not. billion by 2031, putting it on a 16.8% annual growth rate.

Cloud contact 67

Cloud contact Contact Center 67

Lumoa

JUNE 23, 2021

The technology’s growth in the current year has been coming for some time now and is expected to influence contact centers massively. Today, organizations are implementing cloud contact centers that let remote agents engage consumers in the same way as they did in physical centers.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Concentrix

DECEMBER 12, 2024

Discover how a retailer implemented a cloud contact center solution, powered by Amazon Connect, to enable seamless customer interactions across multiple channels.

Cloud contact 62

Cloud contact Contact Center Self service contact center solutions 62

ConvergeOne

MARCH 3, 2022

Salelytics is a leading provider of inside sales and multichannel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients.

Cloud contact 97

Cloud contact Contact Center Multichannel Sales 97

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

NICE inContact

NOVEMBER 16, 2020

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.

Cloud contact 88

Cloud contact Contact Center Analytics Management 88

TeleDirect

FEBRUARY 14, 2024

At TeleDirect, we deliver cloud-based contact center solutions to companies and industries across America. Read our guide to cloud-based customer service to learn more about it. Cloud Contact Center: What Is It & How Does It Work? What Is a Cloud Contact Center? Your brand can provide this, too.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Connect

OCTOBER 15, 2024

Δ The post NUX: The unsung hero of your customer experience appeared first on Connect | CcaaS | AI and Cloud Contact Centre Solutions | Network Services Specialist.

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

Eptica

JULY 16, 2021

However, many businesses still have questions about the impact that moving their operations to the cloud would have. To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

CSM Magazine

JUNE 13, 2024

Vattenfall, one of Europe’s largest producers and retailers of electricity and heat, has entered an agreement with Sabio for the delivery of Genesys Cloud and support services. “It is such an exciting project, with a real-tier one utilities specialist.

Cloud contact 52

Cloud contact Enterprise Technology Customer Experience 52

Noble Systems

APRIL 8, 2020

Once primarily the realm of deployments of 75 agents or fewer, cloud-based solutions are increasingly gaining adoption in environments with up to several thousand agents. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. Roles and Web-based Dashboards.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Connect

NOVEMBER 24, 2024

Δ The post 5 key trends shaping the contact centre in 2025 appeared first on Connect | CcaaS | AI and Cloud Contact Centre Solutions | Network Services Specialist.

Engineering 103

Engineering Quality management Cloud contact Interactive Voice Response 103

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

Aspect

DECEMBER 1, 2020

In the 2019 report, Gartner praised our offering, stating customers should “Consider Aspect’s Via platform if you are looking to deploy feature-rich CCaaS capabilities, particularly in large and very large contact centers.” Developing the most advanced enterprise cloud contact center solution for the mobile workforce.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

Fonolo

JANUARY 12, 2021

Five9 is another leading cloud-contact center platform, with a pretty good call-back feature. Talkdesk is the final cloud contact center technology we’re covering today. .” NICE software is, and customers are a combination of companies they’ve bought over time, but Fonolo’s solution works with them all.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

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.” Call Center Workforce Statistics.

Call Center 207

Call Center outsourcing Contact Center Finance 207

CX Accelerator

JULY 22, 2019

Corey has dedicated his career to building strong, long lasting relationships within partner channels bringing people and technologies together to improve the customer experience within the contact center industry. Back To CX Accelerator Blog. NPS #VoC #ContactCenter.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

3CLogic

AUGUST 18, 2020

However, migrating to the cloud is not as simple as flipping a switch, especially if an enterprise has already invested in an on-premise telephony infrastructure. Total Cloud. Recent research would suggest moving to a cloud contact center is not a question of if, but when. to drive superior customer outcomes.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Eptica

SEPTEMBER 2, 2022

Why contact centres must focus more in First Contact Resolution. Tags: Cloud Contact Centre Categories: Best Practice. To help we’ve answered key questions that end-users ask in our latest blog. Read the full piece on the website of our parent company Enghouse Interactive here. Share this page on: Tweet.

Cloud contact 124

Cloud contact Best practices Chatbots Management 124

Connect

JANUARY 22, 2024

A cloud contact centre integrated with AI offers the essential capabilities to deliver scalable end-to-end experiences. This contact centre buyer’s guide by Genesys outlines specific capabilities crucial for maximising value in customer, employee, and business interactions on a cloud platform.

Cloud contact 91

Cloud contact Contact Center Marketing Customer Experience 91

Eptica

JANUARY 9, 2022

Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Calabrio

MARCH 4, 2025

The Best Omnichannel Contact Center Software Options Obviously, choosing the right software is a critical decision. To help guide your search for the right solution, here are some of the best omnichannel contact center software options available today. Genesys Cloud is known for its open API and extensive customization options.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Talkdesk

APRIL 16, 2021

Conquer the Complexities of Outbound Engagement with Everything you Need, All in One Place Talkdesk brings the industry’s best cloud contact center together with Salesforce Sales Cloud to give your organization everything you need to convert a prospect into a happy customer.

Cloud contact 112

Cloud contact Contact Center Sales 112

CX Accelerator

JULY 22, 2019

Corey has dedicated his career to building strong, long lasting relationships within partner channels bringing people and technologies together to improve the customer experience within the contact center industry. Back To CX Accelerator Blog

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174