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 119

Cloud contact Contact Center Chatbots APIs 119

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. Irina Kirnos is a Product Marketing Manager at RingCentral in EMEA.

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Chatbots Customer Experience Cloud contact Contact Center 299

Spearline

NOVEMBER 25, 2020

At Spearline, we automatically test high volumes of toll and toll-free numbers with management alerts for non-functioning numbers. 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.

Cloud contact 98

Cloud contact Contact Center Call flow Benchmark 98

Upstream Works

MAY 18, 2021

To start that conversation, here are five considerations for IT to take into account when implementing a cloud platform in the contact center. Learn more about Upstream Works omnichannel cloud contact center solutions here. Cloud Flexibility. Cloud migration is not an either-or scenario for IT.

Cloud contact 78

Cloud contact Contact Center contact center solutions Chatbots 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. But, first, decision-makers, and customer experience and brand managers should determine how to put them together. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

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

Lumoa

JUNE 23, 2021

Furthermore, Gartner has stated that CCaaS solutions will function similarly to on-premise contact centers, with a few notable differences. While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

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. The bank has invested in a digital transformation of its contact center to provide exceptional service to its clients.

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Cloud contact Self service Contact Center Virtual Agent 86

Connect

NOVEMBER 24, 2024

Contact centres that need to respond to periods of high demand or manage large agent numbers, especially across geographies and time zones, need a system that can forecast engagement volumes and determine agent demand and the necessary skills at specific times of the day.

Engineering 103

Engineering Quality management Cloud contact Interactive Voice Response 103

Connect

OCTOBER 15, 2024

A well-managed, intelligent network infrastructure not only supports employee productivity but also plays a vital role in delivering exceptional customer experiences. Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple.

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

Fonolo

MARCH 30, 2020

Managing a contact center team is a challenge at the best of times. If your contact center hasn’t been driven remote by the pandemic, it will likely feel the impact soon — so prepare to go remote now. Managing Remote Contact Center Agents. Here are 5 tips on managing your virtual call center team.

Contact Center 133

Contact Center Management virtual call center Call Center 133

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Contact Center Wait times 105

NICE inContact

NOVEMBER 16, 2020

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

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

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Callminer

DECEMBER 17, 2019

Tools like speech analytics solutions help monitor QA, ensure compliance, and provide insights that aid in agent performance management , as well. 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 207

Call Center outsourcing Contact Center Finance 207

Talkdesk

FEBRUARY 16, 2021

And for those already participating in the digital economy, they had to rapidly implement work-from-home (WFH) infrastructure to manage the deluge of incoming requests when agents could no longer come to the physical workplace. You continue to lean on legacy on-premises contact center platforms.

Customer Experience 139

Customer Experience Cloud contact Contact Center Best practices 139

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. They need to be empowered and engaged to deliver results.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

CSM Magazine

APRIL 13, 2023

The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to the complexity and a lack of resources. Register for access: [link] Learn more about “The Frustrating Journey to Cloud Contact Center Success” study here: [link].

Cloud contact 52

Cloud contact Contact Center Consulting Consulting 52

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

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. The win reflects Sabio’s extensive knowledge of the contact centre industry and over two decades of expertise with Genesys.

Cloud contact 52

Cloud contact Enterprise Technology Customer Experience 52

Aspect

DECEMBER 1, 2020

Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact management and workforce optimization solutions they are today.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

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. Advanced Analytics.

Contact Center 97

Contact Center Cloud contact Contact center software Enterprise 97

Fonolo

JANUARY 12, 2021

Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. 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. Click-to-Call.

Automatic Callback 137

Automatic Callback Cloud contact Contact Center Interactive Voice Response 137

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

CSM Magazine

MARCH 27, 2025

The partnership will see Essent embark on its transition to enhance its contact centre capabilities whilst maintaining its commitment to delivering exceptional customer service. This will ensure the continuous optimisation and proactive maintenance of Essent’s contact centre operations. ” Essent, which serves 2.5

Engineering 52

Engineering Customer Experience Cloud contact Technology 52

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Tags: Cloud Contact Centres Categories: Trends & Markets. Published on: November 24, 2022. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Eptica

SEPTEMBER 2, 2022

Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Why contact centres must focus more in First Contact Resolution. Tags: Cloud Contact Centre Categories: Best Practice.

Cloud contact 124

Cloud contact Best practices Chatbots Management 124

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates. Published on: November 26, 2021. billion between now and 2025.

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outsourcing Customer Service Cloud contact Best practices 121

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. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.) Total Cloud.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

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

Connect

FEBRUARY 2, 2025

This step allows operators to generate insights from raw data by producing the reports and dashboards that the management team requires or has become accustomed to using to continue making decisions on forecasting. The first data layer should aim to close any reporting gaps in the CCaaS solution.

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Journey mapping Virtual Agent Cloud contact Chatbots 65

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight.

Best practices 113

Best practices Cloud contact Marketing Management 113

Noble Systems

APRIL 14, 2021

Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. Advantages of using a virtual contact center solution versus a traditional call center.

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virtual call center Call Center call center solutions call center software 98

Hodusoft

MAY 24, 2022

According to a report from Marketsandmarkets.com, “The worldwide cloud-based contact center market is estimated to increase at a CAGR of 25.8% This shows how cloud contact center software is gaining in popularity every passing day. What are cloud-based contact centers? billion by 2025 from USD 11.5

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Contact Center Contact center software Cloud contact contact center solutions 98

CSM Magazine

JUNE 14, 2022

Customers like Standard Bank , the continent’s largest bank, that recently implemented Calabrio Workforce Management (WFM) for 4,000 agents alongside its Amazon Connect Contact Centre as a Service (CCaaS) platform. The race to accelerate South Africa’s cloud journey.

Cloud contact 59

Cloud contact Banking Business Process Outsourcing Employee engagement 59