EPIC Connections

SEPTEMBER 10, 2018

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right solution for your company. Service Level Objectives.

Cloud contact 33

Cloud contact Contact Center Call flow Best practices 33

Serenova

APRIL 7, 2020

It was critical to address the issues quickly so agents could be up and running, and back to serving customers without negatively impacting service-level agreements (SLAs). They can guide your decisions and recommend the important processes and analytics you’ll need to implement in order to satisfy service needs and commitments.

contact center solutions 98

contact center solutions Cloud contact Contact Center Business Process Outsourcing 98

NobelBiz

FEBRUARY 27, 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.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Noble Systems

MAY 4, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Do I need to have a Hosted Contact Center? There are many reasons why companies might choose to use a Hosted Contact Center design (also known as a cloud contact center).

Contact Center 98

Contact Center Call Center Technology Interactive Voice Response 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

Talkdesk

JANUARY 3, 2020

Looking to ramp its customer support system and make it a competitive advantage in the travel industry, Weekendesk chose Talkdesk Enterprise Cloud Contact Center. The cloud-based architecture of Talkdesk’s platform allowed for seamless integration with Salesforce, as well as great reporting capabilities and security compliance.

Cloud contact 62

Cloud contact contact center solutions Contact Center CRM 62

Talkdesk

MAY 8, 2020

The media giant moves its customer support system to the cloud and provides more than 10,000 agents in 18 European countries with best-in-class customer experience tools, with plans to expand Talkdesk in more than 90 of its locations around the world by the end of 2020.

contact center solutions 78

contact center solutions Cloud contact Contact Center Enterprise 78

Talkdesk

DECEMBER 13, 2019

Instead of going through high upgrade costs to maintain an outdated system, the leading nonprofit organization chose the reliability and flexibility of Talkdesk Enterprise Cloud Contact Center instead.

Enterprise 14

Enterprise Call flow Cloud contact Contact Center 14

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

Expivia

AUGUST 18, 2021

Setting up an omnichannel contact center is the best way to ensure that you’re providing world-class customer service. Follow these 7 steps and best practices to truly make omnichannel support successful at your contact center. Use a Cloud Contact Center Solution. Maintain Service Level Consistency.

Contact Center 98

Contact Center Multichannel Interactive Voice Response Best practices 98

Fonolo

JANUARY 9, 2020

Many businesses have been playing catch-up, trying to fit all these new communications channels into their contact centers and support plans, while maintaining or improving their service level. Why move to a cloud contact center? This is the core reason to move to a cloud contact center.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67

Noble Systems

FEBRUARY 20, 2019

When systems work together, rather than sit in siloed channels, customer information can be shared instantly among tools so that contact center agents and all other employees can deliver the seamless service levels expected by customers. Move to the Cloud. This opens up the talent pool to those who are not locally based.

Contact Center 75

Contact Center Journey mapping Self service Cloud contact 75

Talkdesk

MARCH 12, 2021

Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Noble Systems

MARCH 19, 2021

While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. Cloud contact center software systems offer smaller teams the benefits of the same tools and technologies used by big businesses.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

JustCall

MARCH 7, 2023

Thanks to cloud contact center solutions, today, organizations can host their contact centers at a third-party data center. It eliminates the need for any on-premise hardware or infrastructure to run a contact center. A cloud contact center provides you with more interaction channels than on-premise contact centers.

Contact Center 52

Contact Center Cloud contact Contact center software contact center solutions 52

NICE inContact

AUGUST 21, 2019

An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently. The service level for voice can be set, for example, at 10 seconds while email can have a 10 minute or one-hour rule.

contact center solutions 15

contact center solutions Contact Center Morale Benchmark 15

Talkdesk

MAY 11, 2020

Talkdesk’s cloud-native architecture enabled the necessary scalability to meet fluctuating demands and seasonal traffic. Talkdesk’s AI-powered solution gives contact center supervisors the tools they need to turn performance metrics into actionable items that improve contact center operational efficiency.

Contact Center 61

Contact Center Cloud contact Analytics Metrics 61

Talkdesk

FEBRUARY 28, 2020

The Justworks team selected Talkdesk Enterprise Cloud Contact Center for its modern cloud architecture, which allows employees to work remotely, as well as its intuitive interface and ability to integrate with their CRM. Needing only a computer, internet access and a headset, agents can be up and running in minutes.

First call resolution 61

First call resolution contact center solutions Cloud contact Contact Center 61

Talkdesk

MARCH 6, 2020

Talkdesk Enterprise Cloud Contact Center was up to the challenge, presenting an available 100% Uptime Service Level Agreement (SLA) and a seamless integration with Salesforce.

Technical Support 57

Technical Support Cloud contact Wait times Consulting 57

Talkdesk

APRIL 23, 2020

With its headquarters experiencing the work-from-home shift and social distancing brought on by the coronavirus (COVID-19) pandemic, IT Naturally opted for Talkdesk® Enterprise Cloud Contact Center to support business continuity initiatives, keep operations moving forward and equip agents with best-in-class tools to work from anywhere.

Enterprise 57

Enterprise Contact Center Cloud contact Service level 57

NICE inContact

JULY 10, 2018

So how can businesses reap the rewards and achieve the most out of an investment in cloud contact center technology? Firstly, it’s important to have the right software cloud software in place. You’ll be looking for a vendor that can provide this as well as who can help you optimize your cloud contact center in these five ways.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Cisco - Contact Center

DECEMBER 10, 2019

The proliferation of digital social tools within clients is driving the urgent need to upgrade a traditional voice only call center into a modern Digital Omnichannel Contact Centers and this certainly represents the perfect timing to plan the insertion of Artificial Intelligence. 83% use self-service options when available.

Interactive Voice Response 58

Interactive Voice Response Call Center Contact Center Self service 58

Fonolo

FEBRUARY 27, 2019

How to Efficiently Manage Service Levels with the Right Technology. Given that two thirds of customers are willing to pay a premium for excellent customer service, it is clear that efficiently managing your contact center’s service level is crucial.

Call Center 91

Call Center Contact Center Service level Enterprise 91

JustCall

MARCH 9, 2023

Some of its key features are: AI-based self-service Omnichannel and workforce engagement Collaboration tools Customer experience analytics Pros: The power of AI can be utilized to enhance service levels of various aspects of call centers, including training, analytics, fraud detection, agent assistance, etc.

Contact center software 52

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

3CLogic

JUNE 24, 2019

"Within a week of go live the CCC [Customer Contact Center] leadership made scheduling adjustments based on the data and has been consistently running 90+% service levels with an ASA [Average Speed of Answer] of less than 15 seconds.". The beauty is that both strategies work!

CRM 40

CRM Cloud contact Contact Center Service level 40

CSM Magazine

AUGUST 16, 2022

” 8×8 XCaaS integrates cloud contact centre, voice, team chat, video meetings, and CPaaS embeddable APIs capabilities in a single-vendor solution. This provides National Express’ employees, contact centre agents, and administrative staff with a cutting-edge suite of cloud communications tools.

APIs 52

APIs Cloud contact CRM Service level 52

Noble Systems

FEBRUARY 20, 2019

When systems work together, rather than sit in siloed channels, customer information can be shared instantly among tools so that contact center agents and all other employees can deliver the seamless service levels expected by customers. Move to the Cloud. This opens up the talent pool to those who are not locally based.

Contact Center 51

Contact Center Journey mapping Self service Cloud contact 51

Contact Center Pipeline

JULY 30, 2020

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective systems, and tight budgets.

Contact Center 147

Contact Center Technology Marketing Service level 147

Monet Software

DECEMBER 14, 2018

The quality management process incorporates dashboards, scorecards, agent analytics, customized reports and key performance indicators, to improve service levels, optimize utilization of resources and enhance cost management. Simply put, this is how you know what’s going on at your business. Quality Management. Performance Management.

Quality management 48

Quality management Cloud contact Analytics Contact Center 48

NICE inContact

AUGUST 21, 2019

An advanced cloud contact center solution, like CXone , allows a company to specify the rules for handling channels differently. The service level for voice can be set, for example, at 10 seconds while email can have a 10 minute or one-hour rule.

contact center solutions 54

contact center solutions Contact Center Morale Benchmark 54

Enghouse Interactive

JULY 19, 2019

This leading-edge capability and the key informational and performance advantages it brings, will become an integral component of, not only cloud contact centers, but all communications capabilities and business processes. 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

Fonolo

FEBRUARY 13, 2019

Little research has yet been carried out into the expectations of customers around web chat service levels …” For web-based chat, the average wait times are less than 10 seconds for 17% of respondents, and less than 30 seconds for a further 42%. The move to cloud is certainly one of the big trends in customer service.

Contact Center 57

Contact Center Call Center APIs outsourcing 57

Noble Systems

MAY 4, 2021

Many virtual call centers use a hosted contact center design (also known as a cloud contact center) to power their activities. Do I need to have a Hosted Contact Center? There are many reasons why companies might choose to use a Hosted Contact Center design (also known as a cloud contact center).

Contact Center 52

Contact Center Call Center Technology Interactive Voice Response 52

NobelBiz

MARCH 5, 2024

These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores. Adherence to Schedule : Monitoring the percentage of time agents adhere to their scheduled duties directly impacts staffing efficiency and service levels.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

NobelBiz

OCTOBER 18, 2021

Instead, you can simply manage it with a Cloud Contact Center Solution. Skill Based Routing Workforce Management features are now standard in most Cloud Contact Center Solutions. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 22, 2023

Instead, you can simply manage it with a Cloud Contact Center Solution. Skill Based Routing Workforce Management features are now standard in most Cloud Contact Center Solutions. New-age contact center solutions allow you to measure it continually, which is necessary if you want to reach this goal.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Connect

JULY 5, 2023

15% improvement in service levels, creating a differentiated CX. Download the eBook It’s the ideal place to start your journey to true optichannel contact centre capabilities. 15-20% saved on technology and telco costs through seamless UC integrations. A less than 5% call abandonment rate with blended channels.

Abandon rate 72

Abandon rate Service level Technology Customer Experience 72