Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Win the Customer

OCTOBER 12, 2018

As self-service technology expands, companies must innovate with new ideas to provide a better customer service and brand experience. Here’s a look at customer self-service and the role of burgeoning cloud contact centers. Gone are the days when a phone was the only option to reach a customer support team.

Self service 98

Self service Cloud contact Contact Center contact center solutions 98

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. Graphs courtesy of Metrigy.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

CSM Magazine

MARCH 27, 2025

Sabio Group , the digital customer experience (CX) transformation specialist and expert services partner, today announced a significant new cloud migration project with Essent N.V., We will provide real-time oversight of contact centre performance, while ensuring continuous optimisation based on customer and agent feedback.

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

Spearline

NOVEMBER 25, 2020

The Taylor Research Group highlights in their Contact Center Industry Stats that “although customers want multiple options when it comes to communicating with an organization, voice still remains the most critical and predominant channel” Contact Babel’s research indicates that telephone calls account for 66.3%

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

AWS Machine Learning

MARCH 29, 2024

The integration of Amazon Lex with Talkdesk cloud contact center is inspired by WaFd Bank (WaFd)’s digital innovation journey to enhance customer experience. In our previous post , we described how Amazon Lex integrates with the Talkdesk cloud contact center for the voice channel.

Cloud contact 115

Cloud contact Contact Center Chatbots APIs 115

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. To ensure they get full value from cloud-based contact center solutions, here are three key considerations.

contact center solutions 78

contact center solutions Cloud contact Contact Center At home agents 78

TechSee

AUGUST 10, 2023

TechSee previously announced a partnership with Amazon Web Services’ (AWS) Partner Network, listing TechSee in the AWS marketplace, creating a frictionless purchasing process for mutual AWS/TechSee customers m deepening the relationship between the two companies. Simply put, text and voice are not enough for today’s highly demanding consumer.

Average Handle Time 206

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

Lumoa

JUNE 23, 2021

Source: Gartner These developments are in keeping with Gartner’s Hype Cycle for Customer Service and Support Technologies , which identified five solutions that would take customer experience in the future. The post CCaaS Trends: The Evolution of Cloud Contact Centres appeared first on Lumoa.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

LiveVox

DECEMBER 20, 2023

On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge.

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 82

Cloud contact Self service Contact Center Virtual Agent 82

Cisco - Contact Center

DECEMBER 17, 2020

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all. Digital-first customer experiences — when and how customers want.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Connect

NOVEMBER 24, 2024

Advanced WFM solutions can also confirm agent credentials to ensure only authorised persons can log on, or mask credit card details from agents to protect this sensitive financial information and reduce the risk of fraud in an elegant way without making these processes more restrictive for agents and negatively impact the customer experience (CX).

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

Calabrio

FEBRUARY 25, 2025

Customer Experience Customer Experience (CX) Platform: Your Guide to What It Isand Which Are the Best Solutions Share Has the digitization of customer experiences been a blessing or a curse to your business? What Is a Customer Experience (CX) Platform? Of course, we cant leave it at that.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Cisco - Contact Center

FEBRUARY 19, 2021

The reason that caught my attention is that his interaction had many of the attributes I expect in a great customer interaction : no need to wait, no need to work hard to prove who he was, no need to repeat himself, and with full context into his past relevant interactions with the company. From Customer Service to Customer Experience.

Customer Experience 98

Customer Experience Contact Center APIs contact center solutions 98

NobelBiz

DECEMBER 11, 2023

Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Queue management includes hold music or comfort messages.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

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

Connect

NOVEMBER 11, 2024

In the 30 years that we’ve been in business, we’ve seen a rapidly evolving future in the realm of customer experience. In South Africa, we’ve seen a steady digital migration that leverages off cutting-edge AI systems to anticipate and fulfill customer needs. This is made possible when smart technologies and data come together.

Customer Experience 83

Customer Experience Wait times Cloud contact Analytics 83

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

Cloud contact 52

Cloud contact Contact Center contact center solutions Quality management 52

CSM Magazine

DECEMBER 17, 2019

Even younger customers are embracing voice, thanks to the ubiquity of voice assistants such as Siri and Alexa. To help boost their NPS and differentiate their services, banks will turbocharge contact centres with smart voice channels that offer a frictionless customer experience.

Banking 85

Banking Customer Experience Abandon Call Virtual Agent 85

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. What is a Customer Experience Map? Let’s delve deep into the nuances of each to clarify their significance.

Journey mapping 104

Journey mapping Customer Experience Interactive Voice Response Contact Center 104

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. SuccessKPI, Inc.,

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

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.” “Experiences that would make customers take their business elsewhere include unfriendly service (60%) and employees’ lack of knowledge (46%).”

Call Center 207

Call Center outsourcing Contact Center Finance 207

CSM Magazine

JUNE 13, 2024

Sabio Group, the global digital customer experience (CX) transformation services specialist, has secured a new contract with a leading Swedish energy provider. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.

Cloud contact 52

Cloud contact Enterprise Technology Customer Experience 52

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? It’s 100% yours.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

Calabrio

MARCH 4, 2025

Thats why, to offer customer experience excellence across all these touchpoints, the key word is not multichannel but omnichannel. And why is it so critical to customer service and the all-important hub that is the omnichannel contact center? Todays software ensures that experiences are not just visible but measurable.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Aspect

DECEMBER 1, 2020

For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

Alorica

MARCH 17, 2021

Collaboration unites Talkdesk’s industry-leading cloud contact center solutions with Alorica’s forward-thinking vision, execution and performance management capabilities, including its work-at-home solution, Alorica Anywhere Sixty-five percent of companies who lack omnichannel say it’s a high priority goal for their organization, according to Talkdesk (..)

contact center solutions 77

contact center solutions Cloud contact Customer Experience Contact Center 77

Aspect

NOVEMBER 5, 2018

However, moving to the cloud can save you money since a cloud contact center is an OPEX cost there is no upfront CAPEX cost. Many contact centers carry additional seats at great expense to accommodate unexpected call volume. Learn more about how Aspect’s cloud contact center solution can work for your business.

Call Center 107

Call Center Cloud contact Contact Center contact center solutions 107

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

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

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

Connect

FEBRUARY 2, 2025

This is particularly relevant in the contact centre industry, where rapidly evolving consumer preferences and shifting engagement patterns necessitate broader digital capabilities to streamline customer experiences (CX) and facilitate seamless omnichannel engagements. About ‘ Connect.

Journey mapping 65

Journey mapping Virtual Agent Cloud contact Chatbots 65

Connect

JANUARY 22, 2024

To meet customer expectations for personalised experiences , comprehensive insight into all interactions is essential for both employees and customers in 2024. A cloud contact centre integrated with AI offers the essential capabilities to deliver scalable end-to-end experiences.

Cloud contact 92

Cloud contact Contact Center Marketing Customer Experience 92

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets.

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

Callminer

JUNE 12, 2018

The timing is as follows: CallMiner – Top of the Hour – Optimizing Contact Center Outcomes with CallMiner Interaction Analytics. Authority – 15 Minutes past the hour – Enhance the Customer Experience Using a Unified Desktop & Improve Agent Performance, Consistency and Compliance.

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140