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. Under the hood. buy discussion.

Cloud contact 48

Cloud contact Contact Center Enterprise Technology 48

Calabrio

MARCH 4, 2025

Your contact center software should provide a unified agent desktop and access to complete customer history. But meanwhile, specialized solutions like self-scheduling tools , gamification, and automated quality management may be required to deliver real impact. are necessary to create a seamless flow of information.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

Eptica

FEBRUARY 5, 2021

You might also be interested in these posts: 5 ways to get your contact centre fit for 2021. Practical ways to reduce hidden contact centre costs. Practical ways to reduce hidden contact centre costs. Share this page on: Tweet. Reviewing 2020 – our top blog posts from last year.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Serenova

APRIL 26, 2019

For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Cloud contact centers that rely on market-leading cloud infrastructures like Amazon Web Services (AWS) help ensure your contact center is available when your customers need it—often 24/7.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

NobelBiz

FEBRUARY 27, 2024

Brayan Carpio Senior Call Center Manager, Call4You Marketing “The technology aspect of NobelBiz stood out compared to the competition, and also the great team! Through the implementation of quality management processes, call centers can systematically identify, monitor, and address issues in real-time.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Calabrio

FEBRUARY 25, 2025

So, to further your education, maybe its better to describe what it is a CX platform does: Typically, a CX platform is a software solution that centralizes customer data from various sources, including CRM systems, marketing automation platforms, and interaction channels (e.g., phone, email, chat, social media).

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Vonage

JANUARY 30, 2019

It’s never been easy to find talent in competitive markets. Contact centres are a case in point. We know cloud contact centres enable both virtual and home-based resource models. As more centres migrate to the cloud, more can consider these options. Aligning Quality Management With Customer Experience.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Talkdesk

MAY 11, 2020

This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now. Additional Resources: .

Coaching 88

Coaching Contact Center Morale Analytics 88

Cisco - Contact Center

DECEMBER 17, 2020

And throughout the year, the physical world was impacted such that a significant increase in digital interactions and an elevated status for contact centers came to be. We’re excited to announce last week’s launch at WebexOne of the all-new Cisco Webex® Contact Center – a truly next generation cloud contact center.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Calabrio

MARCH 2, 2020

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan. Another example is how Twilio Flex and Calabrio ONE work together to improve quality management. Find out more about Calabrio and Twilio Flex.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

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

NICE inContact

JULY 12, 2016

Each customer interaction is a potential treasure trove of information that, when properly analyzed and disseminated, will enable your contact center to make the leap from a “cost center” to a revenue contributor. Consider the end results of how your WFO-enabled contact center will operate.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

NICE inContact

OCTOBER 25, 2019

There is extensive research that shows moving your contact center to the cloud is an inevitable requirement to staying competitive and relevant. In a recent market report , a key finding states.

Contact Center 48

Contact Center contact center workforce Cloud contact Quality management 48

CSM Magazine

FEBRUARY 17, 2021

Magnus Geverts at Calabrio encourages organisations to re-think their cloud contact centre strategy. In the first of a new series of blogs, he shares three top tips for empowering employees using the latest cloud-based innovations in Workforce Engagement Management (WEM). About the Author.

Gamification 52

Gamification Analytics Employee engagement Quality management 52

JustCall

MARCH 9, 2023

Genesys Cloud CX Genesys Cloud CX Genesys’ cloud contact center software is ideal for businesses seeking to foster long-term customer relationships. Contact Center Best Practices Contact center quality management software can only provide you with the toolkit you need to function well.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

CSM Magazine

JULY 14, 2022

Smart resellers are already adding significant value and stickiness to their contact centre deals with innovative workforce engagement management (WEM) solutions and it’s time to join them says Pippa Rhys at Calabrio. Just be sure to check the label: is it true or fake cloud? For more information, visit [link].

Management 59

Management Agent Empowerment Analytics Cloud contact 59

JustCall

DECEMBER 12, 2022

With so much competition in the auto dialer software market, you could become overwhelmed with the options available. Predictive dialer Outbound, inbound, and blended call centers Sales and marketing automation Email marketing Text SMS marketing. Auto Dialer Software Cost of Different Providers. Key Features. Knowlarity.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

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. Transform your Contact Center with Microsoft Teams. Blog #3 Seeing is Believing! The tools are here. Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

SharpenCX

JUNE 9, 2021

At Sharpen, the marketing team does GIF check-ins. It’s easy as the manager to get stuck on the details. You’re tracking quality management and KPIs , providing in-line feedback , and managing your employees’ professional development. Invest in cloud software for your contact center. All the things.

Management 67

Management Contact Center Employee engagement Engineering 67

NobelBiz

JUNE 4, 2024

They are responsible for monitoring call quality, managing schedules, and addressing any issues that arise during operations. By leveraging data analytics, these specialists help optimize call center processes, enhance service quality, and support strategic decision-making.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. Online training and coaching Companies want digital alternatives since group training and personal coaching are not viable options.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

FEBRUARY 22, 2023

Contact Centers may give specialized online training and coaching to agents based on performance statistics by utilizing data from automated quality management, speech analytics, and gamification. Online training and coaching Companies want digital alternatives since group training and personal coaching are not viable options.

Gamification 52

Gamification Contact Center Coaching contact center solutions 52

NobelBiz

MARCH 23, 2022

In general, call quality and latency issues are simply a function of the internet connection for cloud-powered contact centers. A strong connection should dispel these concerns entirely, as contemporary cloud solutions outperform any premise-built infrastructure. Learn every about Managing CCaaS Expectations vs Reality.

contact center solutions 52

contact center solutions Contact Center voip call center software 52

Hodusoft

NOVEMBER 29, 2022

That transformed call centers into contact centers. But due to the rising competition, the market now is flooded with many types of contact center solutions. Cons : Being a relatively new entrant in the market, it lacks the brand recognition that the heavyweights have.

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

JustCall

APRIL 5, 2023

Twilio Overview Twilio is a business communications platform that delivers an omnichannel solution by integrating real-time chat, calls, video, social media, WhatsApp, email, marketing campaigns, IoT, and so on. Twilio’s flexible pay-per-use model sets it apart from most brands in the market.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Playvox

JANUARY 13, 2022

And now, with more companies embracing a hybrid work environment, cloud-based solutions no longer seem optional but rather, business critical. While many in the contact center industry are slow to transition away from on-premise software, cloud adoption shows no signs of slowing. Quality Management (QM) Solution.

Cloud contact 52

Cloud contact Best practices Contact Center Gamification 52

Aspect

JULY 15, 2020

On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM). Aspect delivers on that need in W orkforce Optimization Version 20. .

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118