Serenova

APRIL 26, 2019

In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries. Here’s a peek at what it covers: Why Move to the Cloud?

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

Calabrio

MARCH 4, 2025

In fact, when people use the term omnichannel contact center they may actually be referring to the software thats enabling their omnichannel capabilities. Omnichannel contact center software is the engine that powers this unified view. Reporting and Analytics: Its all about visibility.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Serenova

MARCH 10, 2020

As we evaluate the trends affecting contact centers, we view the convergence of Contact Center-as-a-Service (CCaaS) and Unified Communications-as-a-service (UCaaS) technologies as a clear opportunity to optimize customer experience.

Contact Center 90

Contact Center contact center solutions Cloud contact Banking 90

Enghouse Interactive

SEPTEMBER 20, 2021

Contact Center Solutions. In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Single-Sourced.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Calabrio

MARCH 25, 2025

Evaluate 100% of interactions with automated quality management tools. Leading contact center WFM software: Efficiently meet demand with advanced forecasting and scheduling tools, plus drive agent engagement and retention. Employee listening, analytics, and experience management tools.

Journey mapping 52

Journey mapping Contact Center Analytics Surveys 52

Calabrio

FEBRUARY 7, 2025

Below, well take a look at these solutions and provide a comprehensive look at five top Verint alternatives and competitors in the workforce management space. The Verint platform offers a robust set of workforce engagement management features, with noted strengths in quality management and monitoring, analytics, and scheduling.

Management 52

Management contact center workforce Contact Center Schedule adherence 52

Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. What Is A Quality Management Program?

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Talkdesk

MAY 6, 2020

These disparate systems range from communication channel point products like chat, telephony and messaging apps, to siloed CRM systems, to disconnected Workforce Management, Quality Management, Analytics, AI technology and more. A unified supervisor and admin experience. A unified customer experience. One platform.

Contact Center 80

Contact Center Cloud contact Enterprise Self service 80

Calabrio

MARCH 2, 2020

With Twilio Flex, the programmable contact center platform, businesses get complete control to build the exact contact center solution they need to fit their needs. When we say “programmable,” the customer can customize Twilio Flex to build the contact center solution they need.

Contact Center 71

Contact Center contact center solutions Airlines Quality management 71

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. of the organizations it deemed to be more successful than their industry peers (which are 27% more successful than typical organizations), had integrated UC with their CC solution to deliver better customer experiences (CX). Single-Sourced. Always Available. Unified Communications.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. The existence of a CPaaS industry (Communications Platform as a Service) has trained customers to expect APIs to customize their application. Next-Generation, Fully Customizable Platform.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Upstream Works

JANUARY 25, 2022

Flexible and cost-effective solutions to drive innovation now and in the future. Learn more about how our enhanced omnichannel contact center solutions support digital transformation here. Investment protection by leveraging existing legacy infrastructure. Accelerating Digital Transformation. How can you make it happen?

Contact Center 78

Contact Center contact center solutions Average Handle Time Enterprise 78

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

Playvox

OCTOBER 12, 2022

Today, Managing Well Means Means Managing Well Remotely. While some contact centers are considering a move back to a fully on-site workplace, there are clear signs remote work is here to stay —across industries and for customer experience organizations in particular. Manage with a Learner’s Heart.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

AUGUST 25, 2021

In a digital-first world, customer experience centers have become the heart of modern businesses. In response to these unprecedented changes across the customer experience industry, Playvox and Dialpad are excited to announce our partnership to provide a seamless, comprehensive customer experience solution.

Management 57

Management Agent burnout Contact Center Coaching 57

Serenova

JANUARY 7, 2020

So, we created a true cloud contact center solution that could. Today, that solution unifies everything from customer engagement to quality management to analytics. Without question, our cloud-based solutions help drive growth for contact centers.

Contact Center 64

Contact Center Technology Business Process Outsourcing contact center solutions 64

Serenova

APRIL 19, 2020

While most of us have been in lockdown mode, healthcare, financial services and other “essential” industries have had to continue to operate and serve customers through their contact centers. These contact centers are rising to the challenge of this global crisis. Customer-first Support.

Schedule adherence 76

Schedule adherence Contact Center Cloud contact contact center solutions 76

Calabrio

NOVEMBER 18, 2024

Todays contact centers rely on detailed, flexible data to accurately gauge performance and make informed decisions. Fully integrated WEM Many providers offer basic Workforce Engagement Management, as Gartner now includes WEM in the core definition of a contact center platform. Book a demo today.

Analytics 52

Analytics Contact Center Quality management contact center solutions 52

DMG Consulting

DECEMBER 10, 2018

And the fact that these customized contact center solutions can be built quickly using standard development languages is a game-changer. Some of the vendors who have traditionally been “solution providers” are now starting to position their offerings as both a product and a platform.

Contact Center 75

Contact Center contact center solutions CRM Enterprise 75

Talkdesk

JUNE 5, 2019

As the leading provider and developer of on-demand shared ride technology, Via experienced significant growth and needed a flexible contact center solution to support its customer service operations.

Transportation 46

Transportation Customer Service contact center solutions Contact Center 46

Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient? Automated quality management helps quality analysts be more efficient in their work.

Quality management 52

Quality management Coaching Contact Center Calibration 52

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

8x8

NOVEMBER 27, 2017

Most companies have implemented some sort of training or coaching program within their corporate structure and contact center. However, simply training your contact center personnel is not enough.

Contact Center 48

Contact Center Coaching Quality management contact center solutions 48

NICE inContact

NOVEMBER 6, 2018

You manage employees in an industry that has one of the highest turnover rates out there. Let’s look into some ideas that will help you successfully manage you contact center environment while keeping your cool in the process. Choose the right contact center solution.

Contact Center 48

Contact Center Management Gamification contact center solutions 48

Monet Software

DECEMBER 21, 2018

It’s always nice to open a new year with industry recognition: our Workforce Optimization solution Monet WFO received the 2017 Cloud Computing Excellence Award from TMC. It is given to vendors that are advancing the call center, CRM and teleservices industries one solution at a time. What will the New Year bring?

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. While many companies begin by deploying these solutions, this is only the beginning of the journey when it comes to employee engagement strategies.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Monet Software

OCTOBER 22, 2018

From the discussions we had with customers and other industry professionals, it seemed to be a move toward using AI (artificial intelligence) to create a better customer experience. We are thrilled to share this state-of-the-art user interface with our customers, prospects, partners and the industry at large.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

DMG Consulting

AUGUST 26, 2024

But when today’s conversation analytics solutions are enhanced with genAI, they uncover deeper insights, operationalize findings, and generate improvements to the customer and employee experience (CX/EX). GenAI also reduces the development time for these solutions, as well as the effort required to test them.

Analytics 48

Analytics Contact Center Quality management Calibration 48

NICE inContact

JULY 10, 2018

For the best results, look for a cloud contact center solution with in-built workforce optimization. For contact centers, this generally means interaction recording, live monitoring, quality management and coaching, analytics, workforce management, or a combination of these activities.

Contact Center 9

Contact Center Technology Cloud contact Coaching 9

Enghouse Interactive

JULY 29, 2021

If a company operates in a specific region or industry, applicable regulations can easily be understood and respected. But things can get exceedingly complex when the company operates in a highly regulated industry, across multiple regions, and/or internationally.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

JUNE 9, 2021

By adding this first-party data to the organization’s Customer Relationship Management (CRM) system, the information can be effectively utilized by all functional areas (marketing, sales, accounting, etc.) both on an individual basis, and when aggregated, enabling personalized communications for others within the same industry.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Getting Technology Right.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

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

Enghouse Interactive

JUNE 25, 2019

If you’re not already aware, Enghouse Interactive offers the industry’s broadest range of contact center solutions. We invite you to drop by Booth #723 and we’ll show you how Enghouse Interactive can resolve your Customer Experience (CX) issues, with the industry’s most reliable Contact Center solutions.

Contact Center 40

Contact Center Customer centricity contact center solutions Quality management 40

NICE inContact

NOVEMBER 8, 2019

It’s a simple combination from the two leaders in the industry: Salesforce plus NICE inContact CXone. Five Reasons Why This is the Most Popular and Power Solution. No other contact center solution has it in one place, built in already so you aren’t looking at more customization or development.

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

APRIL 13, 2021

At the same time, it’s also disrupting and transforming other industries along the way. And unlike in the past, those expectations are not set by the contact center industry, the telecom providers, or a single transaction. Deal with it. Customers Redefine Engagement, In Real-Time.

Contact Center 93

Contact Center Morale Technology Self service 93