Connect

APRIL 23, 2025

In this regard, Pepper says businesses need a multi-modal approach to data security , starting with employee awareness and clear company policies, technical controls, and restrictions and guidelines on using AI engines.

Government 77

Government Telecommunications Consulting Consulting 77

NobelBiz

JULY 27, 2021

As software is increasingly handled remotely for a number of reasons, including financial, human, and time restrictions, businesses must examine a wide range of considerations when determining if staying with on-premise or choosing cloud architecture is the best option. Rapid migration: quick implementation.

contact center solutions 52

contact center solutions Cloud contact Contact Center APIs 52

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

Connect

FEBRUARY 2, 2025

Uncovering intent in this way is how Connect helps our contact centre customers understand their customers needs. Δ The post Contact centre cloud migration data layering appeared first on Connect | CCaaS, CX, AI, Cloud Contact Centre Solutions Partner.

Journey mapping 68

Journey mapping Virtual Agent Cloud contact Chatbots 68

Connect

APRIL 23, 2025

These capacity limitations mean customers turn to other channels like email and social media, which require scarce human resources to process and add additional pressure on contact centre agents.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Calabrio

MARCH 4, 2025

In fact, when people use the term omnichannel contact center they may actually be referring to the software thats enabling their omnichannel capabilities. Omnichannel contact center software is the engine that powers this unified view. Genesys Cloud is known for its open API and extensive customization options.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

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. May 2, 2022 By Donna Fluss. What is required in a CCAAS solution?

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Fonolo

DECEMBER 15, 2020

Building redundancy into your contact center systems is essential for resiliency. Commercial airplanes can fly with as little as 1/4 of their engines running. Your contact center needs to be able to continue to operate in the event of a serious incident such as a fire, natural disaster, or cyber-attack.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Serenova

FEBRUARY 6, 2019

While a monolithic architecture better suits simple, lightweight technologies, contact centers clearly require a heavier lift and need an architecture that is adaptable. Microservices means a fundamental shift in how engineering teams approach software development.

Cloud contact 40

Cloud contact Contact Center Engineering APIs 40

Spearline

JANUARY 6, 2022

Despite the fact many businesses have either already migrated to the cloud, or are considering doing so, many still have their doubts about reliability. Cloud solutions boast high reliability and present very compelling arguments. But, many engineering teams have had their fire fighting experiences.

Call flow 122

Call flow Contact Center Benchmark contact center solutions 122

Talkdesk

NOVEMBER 13, 2020

All those voices echoing loudly across industries, across time zones in support of Talkdesk is one of the reasons we believe we are a Leader in the 2020 Gartner Magic Quadrant for Contact Center as a Service. I miss lively debates with the engineering team in Lisbon. I miss the hum of voices in the San Francisco office.

Cloud contact 111

Cloud contact Contact Center Engineering Marketing 111

Connect

SEPTEMBER 10, 2024

However, that’s not to say GenAI doesn’t already have a role in the contact centre, with various use cases emerging. “A A powerful use case includes real-time agent assist roles, where the GenAI engine listens and summarises the conversation,” continues Copeland.

Chatbots 94

Chatbots Engineering Cloud contact Technology 94

Talkdesk

APRIL 15, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. In this post, we cover the topic of infrastructure security, which covers nine areas: cloud security, encryption, password requirements, authentication requirements, network security, endpoint security, access control, customer data and audit.

Wireless 81

Wireless industry standards Engineering Cloud contact 81

Talkdesk

APRIL 22, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. The Engineering Security team tracks such issues and follows up frequently until they can verify that the issues have been remediated. Internal penetration tests are also conducted by the Engineering Security team. FISMA Moderate.

industry standards 15

industry standards Engineering Cloud contact Enterprise 15

Talkdesk

APRIL 1, 2020

With a modern cloud contact center solution like Talkdesk ®, agent capacity is uncapped. Talkdesk is the only contact center solutions provider to offer a 100% uptime SLA. Talkdesk GCN is built with distributed systems engineering practices using diverse cloud infrastructure providers, including Amazon Web Services (AWS).

Call Center 105

Call Center contact center solutions Contact Center Cloud contact 105

AWS Machine Learning

NOVEMBER 6, 2023

Although protecting customer privacy and safety is important in general to contact centers, it’s even more important to mask sensitive information such as bank account information and Social Security numbers before generating automated call summaries, so they don’t get injected into the summaries.

Contact Center 135

Contact Center CRM Analytics Average Handle Time 135

JustCall

AUGUST 16, 2021

Contact centers that install all their hardware, infrastructure, and technology at their office premises are called on-premise contact centers. Cloud Contact Center. A cloud contact center is hosted in a data center. CCaaS is essentially contact center software hosted on the cloud.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

3CLogic

AUGUST 3, 2021

To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly. Inadequate or poorly distributed staffing is among the most common reasons why a call center has long hold times.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Inbenta – Hybrid chat and chatbots with NLP-powered search.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

AWS Machine Learning

NOVEMBER 15, 2023

Solution overview After extensive research, the Principal team finalized AWS Contact Center Intelligence (CCI) solution s, which empower companies to improve customer experience and gain conversation insights by adding AI capabilities to third-party on-premises and cloud contact centers.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

NobelBiz

FEBRUARY 20, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

voip 105

voip Interactive Voice Response Contact Center Call Center 105

Enghouse Interactive

DECEMBER 5, 2018

Cloud contact centre adoption rates will continue to grow. We are seeing a growing willingness for businesses to move to cloud-based contact centres and we expect that trend to continue during 2019. Today, all these concerns are steadily melting away and there is a much higher level of confidence in the cloud.

Coaching 65

Coaching Analytics Cloud contact Self service 65

Connect

AUGUST 29, 2024

The comprehensive project services offering encompasses design, engineering support and project management to tailor solutions that meet these specific business needs. Your query Consent * I have read and understood the Privacy Policy * CAPTCHA Name This field is for validation purposes and should be left unchanged. Δ

Consulting 69

Consulting Consulting Engineering Cloud contact 69

Connect

FEBRUARY 20, 2025

With over 35 years of experience in the industry, Connect understands legacy on-premises contact centre solutions like Avaya. As the leading Avaya partner in South Africa and in the United Kingdom, our experienced engineers can support companies that choose to sweat their Avaya platforms and maintain their wait-and-see approach.

Cloud contact 61

Cloud contact Engineering Consulting Consulting 61

NICE inContact

AUGUST 21, 2019

The right answer is for all customer interactions, including email and newer digital channels growing in popularity among Millennials and GenZ, such as Facebook Messenger or WhatsApp, to be routed by the contact center routing engine, not just the voice and/or web chat.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021.

Technology 52

Technology Cloud contact Telecommunications Analytics 52

NICE inContact

NOVEMBER 6, 2019

The company found exactly the solutions it needed when it moved to NICE inContact’s CXone cloud contact center platform —and it’s never looked back. Says TruGreen Senior Voice Engineer and Enterprise Architect Chris Scholl: “There’s nothing we can’t do with CXone.”. With more than 2.3

Contact Center 54

Contact Center Self service APIs Cloud contact 54

JustCall

NOVEMBER 25, 2022

Talkdesk NICE CXone Salesken CallMiner Eureka Genesys Cloud CX Avaya OneCloud CCaaS Observe.AI Talkdesk® is the global cloud contact center market leader for customer-focused businesses. Genesys Cloud CX is built for people and built for change. CloudTalk Mediafly Coach360 (formerly ExecVision) Five9. NICE CXone.

Analytics 52

Analytics Cloud contact Coaching Telecommunications 52

AWS Machine Learning

MARCH 7, 2023

The workflow steps are as follows: We use Amazon Connect as a cloud contact center for consumer-CSA interactions. Contact Lens for Amazon Connect generates call and chat transcripts; derives contact summary, analytics, categorization of associate-customer interaction, and issue detection; and measures customer sentiments.

Analytics 98

Analytics Contact Center Engineering Cloud contact 98

Talkdesk

DECEMBER 30, 2019

Recognize that subject matter experts may not exist within the walls of the traditional contact center — they may be in the legal, finance or engineering departments, for instance. Resolution 4: Enable The Knowledge Worker. Resolution 5: Get the Right Technology for the Job.

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61

Connect

OCTOBER 10, 2024

“Addressing these risks requires a solution that can ensure the correct person is accessing sensitive data on the correct and healthy device, in an acceptable location, at the correct time of day, ensuring no unauthorised eyes are on your sensitive or regulated data,” concludes Keith Bowie, CIO and SVP of Engineering at SessionGuardian.

industry standards 60

industry standards Cloud contact outsourcing Chatbots 60

Talkdesk

APRIL 8, 2019

Security is one of the most critical aspects of any enterprise cloud contact center. Talkdesk understands that the confidentiality, integrity and availability of our customers’ data is vital to your business operations and our own success. This blog post is the first in a four-part series outlining Talkdesk’s security policies.

Government 45

Government Cloud contact Engineering Enterprise 45

Connect

APRIL 18, 2024

It is costly and complex to build out Gen AI capabilities as creating the modelling needed to derive insights from AI engines is intensive, requiring scarce and expensive resources like data scientists and other technical experts. However, Gen AI is not a plug-and-play solution.

Virtual Agent 92

Virtual Agent Chatbots Average Handle Time Engineering 92

Balto

MAY 25, 2022

Louis, MO — Balto, the #1 real-time guidance platform for contact centers, won first place in the May 2022 Talkdesk Digital Showdown , a semi-annual competition run by Talkdesk®, Inc., a global cloud contact center leader for customer-obsessed companies. Representing Balto was Pat Kerr, director of solutions engineering.

Coaching 52

Coaching Contact Center Cloud contact Engineering 52

Fonolo

NOVEMBER 21, 2018

Twilio Flex was officially released prompting VP Al Cook to say , “Current approaches to cloud contact centers typically don’t offer the level of customization that these large organizations need … [unless] … you bludgeon a premises-based contact center into submission with enough time and professional services.” Roland Selmer.

Call Center 57

Call Center Contact Center Chatbots Engineering 57

NobelBiz

APRIL 23, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. How NobelBiz Omni+ can take your Contact Center to the Next Level?

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

AWS Machine Learning

NOVEMBER 28, 2022

For example, WaFd Bank, a full-service US bank, improved its customer experience with Talkdesk (a global cloud contact center company) and AWS Contact Center Intelligence (CCI) solutions, reducing call times by up to 90%. Amazon CodeWhisperer offers broader support and easier administration.

Healthcare 98

Healthcare Analytics Banking Contact Center 98