Aspect

SEPTEMBER 28, 2017

If Ben Franklin were alive today, his famous quote would read something like this, “In this world, nothing can be said to be certain except death and taxes and cloud software.” Most industry leaders agree that their software will eventually reside in the cloud, but what’s the state of the cloud contact center right now?

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

Cloud contact 86

Cloud contact Contact Center Marketing Technology 86

Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 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. So, what contact center technology trends can one expect in 2022.

Contact Center 98

Contact Center Technology Contact center software Chatbots 98

Talkdesk

FEBRUARY 15, 2021

With this revolution comes the opportunity for healthcare providers to transform their contact centers into strategic assets. Modern contact centers are integral to driving unified and seamless PX. Contact centers’ new role is care coordination. Contact centers can excel at patient and business intelligence.

Healthcare 98

Healthcare Contact Center Cloud contact Surveys 98

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Learn more about our omnichannel contact center solutions here.

contact center solutions 78

contact center solutions Cloud contact Contact Center Journey mapping 78

Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Here are the major trends that emerged from our global research survey. . Contact centers are the missing link in transforming CX. The CX stakes are rising.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Call Center Workforce Statistics. ” – E.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Noble Systems

APRIL 8, 2020

Since its inception almost 20 years ago, Contact Center as a Service (CCaaS) was primarily tailored for Small-to-Medium Businesses (SMBs), offering scaled-down features in exchange for convenience and low cost-of-entry. According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Fonolo

DECEMBER 17, 2019

Change is the only constant trend. It’s been a journey: The contact center evolved from the humble call center, as more channels of communication became commonplace. With this ‘meta-trend’ to give us some context, here are three of our top trend predictions for the contact center in 2020.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Enhanced voice response & routing.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

LiveVox

DECEMBER 1, 2020

When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future.

Cloud contact 65

Cloud contact Contact Center 65

Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Effortless.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Thinq

MARCH 15, 2020

Call centers have adopted a number of technological advancements in the wake of recent economic improvement and a pandemic. There are a few projections, trends, and solutions for call centers that businesses should be aware of for the years ahead.

Cloud contact 52

Cloud contact Contact Center Call Center Technology 52

SharpenCX

JANUARY 3, 2022

Contact centers have a bleak history of high turnover rates and maintain a reputation for being soul-killing environments to work in. In the future, contact center leaders must adapt to support a flexible workforce and find creative ways to scale quickly. First, What is the Gig Economy?

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Hodusoft

MAY 24, 2022

Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. What are cloud-based contact centers?

Contact Center 98

Contact Center Contact center software Cloud contact contact center solutions 98

Cisco - Contact Center

NOVEMBER 24, 2020

Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead. He’s the VP and General Manager of Cisco’s Contact Center Business Unit. The ultimate goal?

Contact Center 100

Contact Center Technology contact center solutions Cloud contact 100

NICE inContact

OCTOBER 14, 2020

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise.

Contact Center 105

Contact Center Cloud contact Engineering Marketing 105

NICE inContact

AUGUST 11, 2020

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help.

Cloud contact 62

Cloud contact Contact Center Technology Best practices 62

NICE inContact

AUGUST 20, 2020

Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. The same is true when searching for the best cloud contact center software for your organization.

Contact center software 62

Contact center software Cloud contact Contact Center Customer Experience 62

Calltools

JANUARY 20, 2021

Managers in contact centers focus on providing the best customer experience possible and are looking to the cloud to provide it. In Deloitte’s most recent Global Contact Center Survey , they found that 55% of contact center leaders have moved to the cloud or will be doing so within the next two years.

Cloud contact 52

Cloud contact Contact Center Call Center CRM 52

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

VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents.

contact center solutions 62

contact center solutions Cloud contact Contact Center Coaching 62

Voiptime

AUGUST 24, 2022

The multichannel cloud contact center is a new trend in the contact center industry and buyer service. This is the reason why the cloud contact center solution must possess several digital channels. How about discovering which contact channels are preferred the most?

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Multichannel Contact Center Cloud contact contact center solutions 74

NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. To meet the many challenges, Webhelp chose NICE inContact’s unified CXone cloud CX contact center platform. Learn more about harnessing the power of CXone cloud contact.

Contact center software 54

Contact center software Cloud contact Contact Center APIs 54

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. Getting it right, in this always-on, digital world, means staying ahead of consumer trends and delivering on evolving expectations.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

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

SharpenCX

MAY 27, 2021

And, get the trends they’re calling the most important forces impacting the market this year. So today, let’s dive in on what customer service research reveals as the top three priorities for contact centers this year. Trend #1: Omnichannel Customer Service is Bigger than Ever Before. What’s a lunch break?).

Contact Center 67

Contact Center Customer Service Interactive Voice Response Coaching 67

NobelBiz

JANUARY 3, 2024

Outbound call centers are evolving rapidly, driven by technological advancements and changing market dynamics. In 2024, several key trends are set to redefine the landscape of these centers. The partnership between NobelBiz and Customer Dynamics focuses on enhancing outbound compliance for contact centers.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

Noble Systems

FEBRUARY 10, 2021

What Contact Centers Can Do Now to Address Shifting Customer Behaviors. Earlier in this 3-part blog series, we looked at recent changes in consumer demands ( Part 1 ), including the top five contact center customer behavior trends that are here to stay ( Part 2 ). Anywhere customer service and engagement.

Contact Center 98

Contact Center Gamification Self service Analytics 98

Jon Arnold

SEPTEMBER 4, 2019

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. As a regular contributor to UK-based Enterprise Management 360 , I get involved in various projects, including podcasts.

Contact Center 60

Contact Center Cloud contact Enterprise Management 60

NobelBiz

APRIL 23, 2024

This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. This is why automation is especially transformative in contact centers. 81% of contact center executives are actively investing in AI for agent-enabling technologies.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

DMG Consulting

MAY 6, 2022

The Cloud Contact Center Land Grab Is On. THE contact-center-as-a-service (CCaaS) vendors have hit their stride by giving enterprises what they want—the ability to meet the dynamic omnichannel needs of their customers on an inbound and outbound basis. The future of contact center technology is in the cloud.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Call Experts

MARCH 5, 2020

Cue the experienced live-agent contact center. . Here are our top 4 benefits of partnering with a contact center to support and grow your plumbing business: . Hire a plumbing contact center that works 24x7x365. Contact centers are available virtually and remotely. 24x7x365 answering service.

Contact Center 80

Contact Center Journey mapping Interactive Voice Response Call Center 80