Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Key 2020 Trends: Cloud Contact Centers.

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Talkdesk

DECEMBER 10, 2020

With this revolution comes the opportunity for companies in the industry to transform their contact centers into strategic assets. Here are the major trends that emerged from our global research survey. . We’re calling it the CX revolution in financial services and insurance. . The CX stakes are rising.

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Spearline

JUNE 2, 2022

We may have (mostly) emerged from the restrictions that forced this change, but there is undoubtedly a longer term legacy for contact centers, and impact on future contact center trends. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

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NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In addition to an assessment of the leading contact center vendors, the IDC MarketScape identified some important trends in the larger customer service market.

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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. Call Quality Trend Dashboard The following figure is an example of the Call Quality Trend Dashboard, showing the information available to agents.

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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.

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SharpenCX

OCTOBER 13, 2021

And, it increases the value you can deliver to customers, so it’s important to stay up-to-date with the latest trends to get ahead of the game. I’ve gathered a few trends we’re seeing in cloud technology and digital transformation. Read through so you can advocate for the best of the best tech in your contact center.

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Talkdesk

FEBRUARY 15, 2021

With this revolution comes the opportunity for healthcare providers to transform their contact centers into strategic assets. Modern contact centers are integral to driving unified and seamless PX. The pressure is on to extract more data from the contact center to inform strategic business and PX decisions.

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Hodusoft

FEBRUARY 9, 2022

Contact Center Technology Trends to Watch in 2022. The contact center trends too, changed completely driven by the pandemic. 2020-21 saw most contact centers make a shift to cloud contact center software. So, what contact center technology trends can one expect in 2022. Let’s find out!

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Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. Cloud contact centers may be more reliable. “U.S.

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Thinq

MARCH 15, 2020

There are a few projections, trends, and solutions for call centers that businesses should be aware of for the years ahead. The post Taking Service to the Cloud: Contact Center Projections, Trends & Solutions appeared first on thinQ.

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Noble Systems

JUNE 27, 2019

Ultimately, your unique business needs will determine what is included in your cloud contact center system. However, there are some technologies and capabilities that are must-haves for all cloud contact center deployments – here are the ten most essential. Speech analytics is another essential for cloud contact centers.

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CX Accelerator

JULY 22, 2019

This form of answering is a simple and convenient way to collect data and look for trends. Once you have your VOC survey data, it can certainly be analyzed and trended, but there are additional and valuable applications as well. Companies should use these types of questions sparingly, or it could affect the survey’s response rate.

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Eptica

JULY 16, 2021

To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive. 6 ways to improve performance in your contact centre team. Share this page on: Tweet.

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LiveVox

DECEMBER 1, 2020

Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future. The number of seats in the cloud-based contact center infrastructure marketplace grew by 20% […].

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CX Accelerator

JULY 22, 2019

This form of answering is a simple and convenient way to collect data and look for trends. What to Do with VOC Data Once you have your VOC survey data, it can certainly be analyzed and trended, but there are additional and valuable applications as well. This way, efforts can be concentrated on those specific metrics.

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VocalCom

JANUARY 15, 2018

Here are the top seven customer engagement trends to look out for this year. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Artificial intelligence.

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Connect

APRIL 14, 2025

With the ability to analyse historical data, AI can identify trends and predict future customer behaviour. Δ The post How AI solutions for contact centres reduce costs and improve efficiency appeared first on Connect | CCaaS, CX, AI, Cloud Contact Centre Solutions Partner. Proactively improve efficiency.

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Noble Systems

FEBRUARY 20, 2019

In Part 1 of this two-part blog, we noted that in 2019 the overarching trend indicates a “back to basics” approach with an emphasis on the ultimate contact center goal of fostering meaningful connections with consumers. In Part 2, we will cover the “Effortless” and “Transformative” category trends. Move to the Cloud.

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VocalCom

MARCH 19, 2018

When planning your customer service strategy on social channels, consider these six current trends. By keeping these six key trends in mind, your company can turn every customer on social media into a loyal brand advocate. The post 6 Key Trends Shaping Social Customer Service appeared first on Vocalcom Blog.

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NobelBiz

JANUARY 3, 2024

In 2024, several key trends are set to redefine the landscape of these centers. This article delves into these trends, offering insights and strategies for outbound call centers to stay ahead in an increasingly competitive environment.

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Eptica

NOVEMBER 24, 2022

Categorie(s): Trends & Markets Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

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Eptica

JANUARY 9, 2022

Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets. Share this page on: Tweet.

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Calltools

JANUARY 20, 2021

What is a Cloud Contact Center? A cloud contact center is an internet-based system that uses software for storing and retrieving your data. What are the Benefits of a Cloud Contact Center? Cloud contact centers help managers meet their most critical goals. Reducing costs. Ease of use.

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NICE inContact

AUGUST 11, 2020

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help.

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NICE inContact

AUGUST 20, 2020

The same is true when searching for the best cloud contact center software for your organization. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.

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Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. 5 key trends that are impacting call recording in 2020.

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VocalCom

JULY 16, 2020

Vocalcom cloud contact center technology allows Simplify to deploy a single tool standardized across all of its contact center platforms to gain agility, ensure optimal service quality for its customers and the patients, and facilitate remote working for its agents. Tél : 01 55 30 71 00 / 80 99.

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NICE inContact

NOVEMBER 16, 2020

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. 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.

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NICE inContact

OCTOBER 9, 2019

CXone cloud contact center software would be pivotal in the company’s growth as it moved into France. Learn more about harnessing the power of CXone cloud contact. The post CXone Cloud Contact Center Software Helps Energy Company Soar appeared first on NICE inContact Blog.

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Fonolo

DECEMBER 17, 2019

Change is the only constant trend. As part of this, many businesses are already moving away from the view of the contact center as a ‘cost center’ and towards one that views it as a center of opportunity for businesses – one where the opportunities the center creates well outweigh the costs of running it.

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Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You continue to lean on legacy on-premises contact center platforms. Graphs courtesy of Metrigy.

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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.

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3CLogic

SEPTEMBER 28, 2022

ServiceNow HCLS also gives advanced analytics that enable healthcare practitioners and administrators to further improve service and patient experience by analyzing performance and trends. Enhancing ServiceNow’s Healthcare Service Management Platform with an Integrated Cloud Contact Center Solution.

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Fonolo

DECEMBER 15, 2020

It’s always difficult to predict trends, especially during uncertain times. However, we’re willing to bet that this contact center trend — resiliency — will be seen across all industries. Contact centers need to be more resilient before the next crisis. Contact Center Trends 2021. Crises do occur.

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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. Acquisitions reflect market trends and opportunities.

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Jon Arnold

SEPTEMBER 4, 2019

Cloud is the dominant trend these days in the contact center, so there’s a lot to talk about. My latest was a 3-part podcast series, where I was in conversation with Vonage CMO Rishi Dave about various trends driving cloud-based contact center, as well as how IT needs to be thinking about embracing all that comes with that.

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