3CLogic

NOVEMBER 27, 2023

In a recent webinar, we demoed our cloud contact center integration for SAP, which features these technologies — such as voice self-service and AI-powered analytics — and how they can enhance experiences for both agents and customers. The statistics show customers prefer voice interactions.

Customer Experience 59

Customer Experience Contact Center Self service Cloud contact 59

Hodusoft

APRIL 27, 2022

In the early 1990s, call centers faced the challenge of integrating voice with non-voice channels, while still maximizing their investment in voice-based solutions, including expensive interactive voice response (IRV) systems. Live website chat . Telephony via VoIP. Text messaging (SMS).

Contact Center 105

Contact Center Multichannel Contact center software Interactive Voice Response 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. Flexible Cloud, Premises, and Hybrid Deployment Options.

Contact Center 132

Contact Center Enterprise contact center solutions Cloud contact 132

Vonage

JANUARY 30, 2019

It’s my favourite webinar of the year – our most popular and great fun! Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record. For instance, what about inventing a non IVR way of connecting customers to the best resource?

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Babelforce

NOVEMBER 4, 2021

It’s similar to self-service IVR but for messaging. Just encourage customers to switch channels within your IVR. Check out our recorded webinar on WhatsApp now! Offer customers several options to choose from when they start a conversation to help them find answers. 4 Deflect calls to WhatsApp.

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 98

Contact Center contact center solutions Enterprise Cloud contact 98

Serenova

FEBRUARY 3, 2020

In a webinar drawing on ICMI’s industry-leading research and insights from the 2020 ICMI Featured Contributors (including Serenova Vice President of Customer Success Jen Jackson ) ICMI Group Principal Analyst Roy Atkinson explored what’s trending in 2020 and why contact center leaders should pay attention. Recruiting Challenges.

Interactive Voice Response 40

Interactive Voice Response Self service Contact Center Analytics 40

NICE inContact

OCTOBER 17, 2019

When it comes to making contact center investments that will deliver significant return on investment for public sector agencies looking to improve the citizen experience – there are three categories that agency leaders should focus on: Understand the current state of your contact center? What technologies exist today?

Government 48

Government Contact Center Cloud contact Interactive Voice Response 48

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. In this blog, we’ll cover some of the capabilities that will be explored in the upcoming Enghouse Interactive ‘Seeing is Believing’ demo webinar.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Noble Systems

FEBRUARY 10, 2021

It also powers intelligent IVR , optimized and scalable workforce management , predictive analytics , self-service, and hyper automation. Check out these related resources: Webinar on Demand: Expert Panel Q&A: How Changing Customer Behavior Will Impact Contact Centers in 2021. Interested in learning more?

Contact Center 98

Contact Center Gamification Self service Analytics 98

8x8

OCTOBER 25, 2017

The good news: pure cloud contact center providers have benefited from legacy providers’ struggles to create flexible solutions to transform customer experiences and turn pain into triumph. The result is an inadequate toolset for customer service agents and poor training. Both of which delay and damage customer outcomes.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Enghouse Interactive

JULY 19, 2019

Webinar Recorded: Thursday, July 11 th 2019. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you. This negatively impacts the cost analysis for on premise solutions in favor of Cloud.

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

JustCall

APRIL 5, 2023

Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting. Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents.

voip 52

voip Enterprise Interactive Voice Response CRM 52

NICE inContact

AUGUST 20, 2019

Why go “cloud” or stay with an on-premises system? Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution? What functionality do I need beyond the basics of ACD , IVR and reporting ? The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NICE inContact

AUGUST 20, 2019

Why go “cloud” or stay with an on-premises system? Should I buy a dedicated contact center solution or a hybrid UCaaS (phone) solution? What functionality do I need beyond the basics of ACD , IVR and reporting ? The post Get Your Contact Center Ready for the Modern Age appeared first on NICE inContact Blog.

Contact Center 54

Contact Center Contact center software contact center solutions CRM 54

NobelBiz

JANUARY 3, 2022

Numerous contact center leaders and experts have heard of the omnichannel approach. However, few have a solid grasp on how to monetize the omnichannel business model in the context of a contact center. This webinar is intended for contact center executives investigating omnichannel technologies.

Contact Center 52

Contact Center Call Center call center software Consulting 52

Cisco - Contact Center

FEBRUARY 18, 2020

An intuitive conversational IVR, powered by Google Dialogflow improves customer self-service experiences over the phone by easily adding modern speech interfaces to existing self-service options. Cisco Contact Center Portfolio: Revolutionizing Customer and Agent Experiences. appeared first on Cisco Blogs.

Contact Center 134

Contact Center Enterprise Self service contact center solutions 134

NICE inContact

JULY 31, 2019

My call went directly to my bank’s automated IVR and, to be honest, this is when I started to panic and stepped out to the lobby… At this point, I’m thinking, “Oh great! Dig deeper into conversational AI in our upcoming webinar. I’m going to miss the beginning of the performance!” What’s your favorite instrument?).

Customer Experience 56

Customer Experience Banking Interactive Voice Response Contact Center 56

NobelBiz

JANUARY 3, 2024

Check out our latest webinar episode Fireside Chat: 2023 Contact Center Industry Recap & Future Projections Pro Tips for Understanding 2023’s Industry Landscape and Predicting Trends in 2024. This special session, in the spirit of the holiday season, offers unique value, making it a must-attend.

Call Center 105

Call Center Contact center software Contact Center Chatbots 105

NobelBiz

MARCH 23, 2022

Check our webinar session for contact center decision-makers who are exploring the implementation of omnichannel technology in their organizations. In general, call quality and latency issues are simply a function of the internet connection for cloud-powered contact centers. Jason Cutter, CEO of Cutter Consulting Group.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

NobelBiz

DECEMBER 19, 2021

Use an IVR: Inbound calls are qualified and directed to self-service or the appropriate service or adviser. Your consumers may respond to their most basic demands 24/7, in real-time, simply and straightforwardly, using this IVR, Interactive Voice Server.

Abandon rate 52

Abandon rate Contact Center Abandon Call Wait times 52

Talkdesk

JANUARY 12, 2018

For many of the older contact center providers, their legacy infrastructure has proven too expensive to maintain, with huge investments to upgrade, and too slow to adapt to evolving technology and customer needs. The call routing in legacy systems is still designed for the PSTN era has no call context other than IVR information.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Talkdesk

JANUARY 12, 2018

For many of the older contact center providers, their legacy infrastructure has proven too expensive to maintain, with huge investments to upgrade, and too slow to adapt to evolving technology and customer needs. The call routing in legacy systems is still designed for the PSTN era has no call context other than IVR information.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40

Enghouse Interactive

JANUARY 13, 2021

43% using video for customer interactions, and 67.2% Successful companies more likely to use cloud services and are more successful when they do. Using cloud contact center platforms drives more revenue (54.1% Video enablement: either use internally to manage remote agents, or externally for communications with customers.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

JustCall

JULY 20, 2022

IVR with visual flow designer – The IVR system is easy to create and modify using the visual flow designer. You can also leverage its cloud contact center solution, which supports features such as mobility, positive customer experience, collaboration, and flexibility. Top Features of RingCentral. Image Source.

voip 10

voip Interactive Voice Response Enterprise APIs 10

NICE inContact

JANUARY 11, 2019

In a webinar , Lauren and I discussed the changes the current decade has brought to QM and what companies should do in terms of planning for 2020 QM challenges. Change Brought by Omnichannel Interactions. Just as today we evaluate human agents and IVRs, we need to understand what metrics make sense for assessing bots.

Quality management 18

Quality management Management Average Handle Time Chatbots 18

West

NOVEMBER 8, 2018

Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges.

Self service 48

Self service Interactive Voice Response Cloud contact Enterprise 48