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

Live chat software is among the leading contact methods for online customers, with 46% of them preferring it over social media and email. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

Call Experts

FEBRUARY 12, 2020

Key 2020 Trends: Cloud Contact Centers. The holiday rush doesn’t mean an overload for your business when you partner with a contact center. How Contact Centers Manage the Holiday Rush. How to Provide Personalized Customer Service. Why do you need a 24-hour contact support system? More Blogs Menu.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

VocalCom

JANUARY 22, 2018

For many companies, personalization remains a top priority in this new year. Many brands are achieving this goal by offering stronger service and personalized content through artificial intelligence and geolocation. Here are five ways personalization impacts customers’ purchasing habits and drives sales success. They spend more.

Personalization 90

Personalization Sales Contact center software Upselling 90

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 77

Cloud contact Self service Contact Center Virtual Agent 77

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

3CLogic

DECEMBER 1, 2022

Cloud contact center solutions can deliver these services, along with a host of other features, and represent the best way for organizations to bring their coveted phone communication channels into the 21st century. Bridge the Gap with a Cloud Contact Center Integration.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

AWS Machine Learning

OCTOBER 16, 2024

Call processing and model serving Intact has on-premises contact centers and cloud contact centers, so they built a call acquisition process to ingest calls from both sources. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 77

Customer Service Scripts Coaching Finance 77

TeleDirect

DECEMBER 14, 2023

Contact centers like TeleDirect function as an extension of your company. This allows them to prioritize efficiency and personalization in every interaction. In these cases, everything related to customer support and communication is handled by a BPO contact center. Amazingly, it’s not.

Contact Center 62

Contact Center Personalization Cloud contact outsourcing 62

3CLogic

OCTOBER 28, 2022

Increased Customization and Scalability: SAP Service Cloud offers organizations the ability to design and define different service processes and workflows for different cases and allows the creation of guided workflows to assist agents. Improve CX Even More with a Cloud Contact Center Solution for SAP Service Cloud.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

3CLogic

SEPTEMBER 28, 2022

Enhancing ServiceNow’s Healthcare Service Management Platform with an Integrated Cloud Contact Center Solution. In fact, PwC found that 75% of consumers will still choose to interact with a real person even as automated service becomes better. But making sure patients have access to top-notch phone services is not enough.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 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? Your brand can provide this, too.

Cloud contact 48

Cloud contact Contact Center contact center solutions Chatbots 48

ShepHyken

APRIL 28, 2020

Top Takeaways: A web- or cloud-based interface is an excellent option for working from home, as it allows users access to everything they need without being tied to one specific device or location. One of the downsides to working remotely is the lack of human interaction and creative in-person collaboration.

Contact center software 166

Contact center software Cloud contact Enterprise Contact Center 166

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

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.” respondents (34%) chose ‘Automated Telephone System (IVR)/inability to reach a live person for customer support.’”

Call Center 207

Call Center outsourcing Contact Center Finance 207

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. This allows for faster, more personalized, and more effective support.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

NobelBiz

FEBRUARY 11, 2025

Automation handles routine tasks, while human agents provide a personal touch. Integrating IVR with a CRM system allows personalized routing based on customer history. Customers dealing with billing disputes, technical issues, or urgent concerns often prefer speaking with a real person who can adjust their approach in real time.

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

NobelBiz

DECEMBER 5, 2023

The most common reasons for using call forwarding are: avoiding missed calls (86%), providing alternative contact options (75%), and managing workload (72%). The most common destinations for call forwarding are personal phone (86%), voicemail (75%), and another business number (72%).

voip 104

voip Cloud contact Contact center software Contact Center 104

Callminer

JUNE 12, 2018

NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics. Bonus Demos – Join us at 1pm on Wednesday and Thursday for Powering Peak Contact Center Performance with CallMiner & Five9. LiveVox – 45 Minutes past the hour – A Simplified Path to Multichannel Engagement.

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

NetLink – 30 Minutes past the hour – The Care Cloud: Contact Center Analytics. Bonus Demos – Join us at 1pm on Wednesday and Thursday for Powering Peak Contact Center Performance with CallMiner & Five9. LiveVox – 45 Minutes past the hour – A Simplified Path to Multichannel Engagement.

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Global Speech Networks

MARCH 10, 2022

They relied on in-person meetings and on-site technology to deliver exceptional customer experience. To learn more about how MMSG implemented GSN solutions, click the link below.

Cloud contact 52

Cloud contact Finance Technology Personalization 52

SharpenCX

JANUARY 3, 2022

Make sure each employee has personal development goals. In a traditional in-person office, it’s typical for agents to casually share information about customers throughout the day. Each person on your team is a resource, able to give context regarding past interactions with customers or share customer stories.

Contact Center 128

Contact Center Call Center Healthcare Cloud contact 128

Fonolo

DECEMBER 15, 2020

The State of the Contact Center 2020. The other big trend that will continue in 2021 is the rise of cloud contact centers to support remote agents. This applies to CX engineering, management, and measurement, and digital is the key enabler of this for both bot and person-to-person interactions.”.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

Aspect

MARCH 4, 2020

But it’s also true that the person who graduates last in Medical School still gets to be called doctor. Our call center solutions can be deployed on-premises, hosted, or as a cloud contact center , offering your organization the flexibility to deploy applications within the environment that best suits your needs.

Cloud contact 96

Cloud contact Contact Center contact center solutions call center solutions 96

Serenova

MARCH 10, 2020

Today’s merger of Serenova and Lifesize introduces an exciting new company combining the most innovative technologies in cloud contact center and video collaboration solutions. We believe integrating video into a cloud contact center solution is the first and best way to leverage this opportunity right now.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

SharpenCX

OCTOBER 13, 2021

If you haven’t already, it’s vital to have cloud technology that keeps your data safe and makes your customer information accessible anywhere with internet access at any time. Cloud contact center technology allows your team to route and deliver interactions to remote agents across any channel. Automation can help you deliver.

Contact Center 128

Contact Center Technology Coaching Cloud contact 128

Talkdesk

NOVEMBER 24, 2020

The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics. Great patient experience is all about personalization. Personalization begins with informed agents.

Healthcare 101

Healthcare Average Handle Time Contact Center Call Center 101

SharpenCX

DECEMBER 1, 2021

Seasoned customer service agents understand that most grumpy customers are simply having a bad day — it’s not personal. Take some time to look through the data in your contact center and sift through your past customer surveys. Or, make it more personal by assigning each agent a list of customers to email. Then, reach out!

Self service 128

Self service Coaching Contact Center Cloud contact 128

NobelBiz

JANUARY 21, 2025

Improved customer interactions: Agents are better equipped to deliver personalized service. This is especially useful for complex or high-value interactions where a personal touch makes all the difference. By combining automation with smart data, auto-dialers streamline operations while maintaining a personal touch.

Call Center 52

Call Center CRM Analytics Contact Center 52

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center? Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Start with a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Calabrio

FEBRUARY 25, 2025

This unified view of customer interaction data empowers organizations to better understand consumer behavior, preferences, and needs across touchpointsand it can help facilitate the creation of experiences that are more personalized, more consistent, and more likely to drive positive outcomes.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Talkdesk

SEPTEMBER 4, 2020

Customers seek around-the-clock, personalized and efficient support to solve their issues through the digital channel that is most convenient for them. Today, the competitive advantage in CX lies with the enablement of business agility through a secure, flexible and customizable cloud contact center platform.

Banking 114

Banking Contact Center APIs Cloud contact 114

Talkdesk

MARCH 30, 2021

Most CX professionals (74%) said that customer interactions with the contact center have a significant influence on CX—a share anticipated to rise to 90% within two years. . We learned that: 58% percent of customers felt their last retail experience was not personalized for them. But what’s the plan?

Contact Center 91

Contact Center Upselling Cloud contact Analytics 91

Tethr

NOVEMBER 15, 2021

The best contact center reporting and analytics tools. Genesys to take advantage of scalable AI-powered personalization. What makes a great contact center reporting and analytics tool? They do contact center reporting and analytics like the best of them—but it’s so much more than that. Look no further than Genesys.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

Transparent BPO

JUNE 19, 2019

In its 2019 Customer Expectations Report , customer service software company Gladly revealed three new trends that are having great effect: consumers care more about the experience than the channel, they want companies to know them and provide personalized service, and they prefer quality in customer service over price.

outsourcing 95

outsourcing Call Center Contact Center Customer retention 95

NobelBiz

DECEMBER 11, 2023

Understanding Call Flows A call flow is like a roadmap that guides a phone call through a contact center. IVRs are the initial point of interaction, presenting options to the caller for a personalized experience. Intelligent IVRs can interpret voice inputs, offering a more personalized experience​​.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105