Upstream Works

AUGUST 5, 2021

As momentum continues to build for cloud adoption in the contact center space, the business case for supporting this decision becomes clear. These are a few specific examples of how cloud benefits the contact center and any one of these is sufficient to justify the investment.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

3CLogic

JANUARY 28, 2025

When contact center solutions and customer relationship management platforms were first introduced to the market, they served distinctly different purposes. Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. No problem!

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands.

Self service 83

Self service Contact Center Chatbots First call resolution 83

Blueship Call Center

APRIL 8, 2025

Unlike traditional on-premises call centers , which require extensive hardware, infrastructure, and maintenance, Cloud Contact Center Solutions operate on a cloud-based framework, offering businesses more flexibility, scalability, and cost savings.

Cloud contact 40

Cloud contact Contact Center Interactive Voice Response contact center solutions 40

CCNG

AUGUST 28, 2024

These technologies work in tandem to help contact centers automate various tasks, such as call scheduling, call routing, answering FAQs, integrating Customer Relationship Management (CRM) systems, gathering customer data in real-time, and more. This leads to reliable operations and consistent customer experience management.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Calabrio

FEBRUARY 25, 2025

Workforce Management Top 5 NICE Workforce Management Competitors and Alternatives Share Todays contact centers cant afford to settle for good enough when it comes to their workforce management (WFM) software. Setup and Integration Complexity NICE CXone is positioned as a complete solution.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

MAY 15, 2018

Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. There’s plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

contact center solutions 59

contact center solutions Cloud contact Contact Center Revenue potential 59

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. By itself, modernizing enterprise phone systems to meet these wants and needs is not an issue.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

AWS Machine Learning

MARCH 31, 2023

Gartner’s Customer Service and Support Leader poll estimates that live channels such as phone and live chat cost an average of $8.01 per contact, while self-service channels cost about $0.10 per contact—a virtual agent can potentially save $7.91 (98%) for every call it successfully handles.

Virtual Agent 85

Virtual Agent Self service Transportation Customer Experience 85

ShepHyken

AUGUST 5, 2022

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?. It allows users to?

Contact Center 196

Contact Center Interactive Voice Response Chatbots Call Center 196

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. This gives us the best of both worlds, enabling WaFd to serve its clients in the best way possible.”

Cloud contact 73

Cloud contact Self service Contact Center Virtual Agent 73

Enghouse Interactive

AUGUST 26, 2020

Register for our upcoming w ebinar “How and Why Customers Use Self-Service” with Steve Morrell, Managing Director and Principal Analyst of ContactBabel . For many businesses, self-service is evolving into becoming a key factor for success. It’s Not an Option – It’s Expected (Blog Series).

Self service 60

Self service Contact Center CRM Customer Support 60

3CLogic

OCTOBER 28, 2022

Midway through 2022, management software giant SAP released the next generation of its business intelligence CRM software, SAP Service Cloud. According to SAP’s release announcement , the new “intelligent SAP Service Cloud revolutionizes customer service by delivering meaningful customer connections throughout a customer life cycle.”.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Hodusoft

DECEMBER 6, 2022

Contact Center Solutions For Your Enterprise: The New Keys to Success. Modern companies increasingly rely on contact center solutions in order to build loyalty and retention among customers. What is an enterprise contact center solution?

contact center solutions 52

contact center solutions Contact Center Enterprise Contact center software 52

3CLogic

SEPTEMBER 28, 2022

With that in mind, ServiceNow’s Healthcare and Life Sciences Service Management represents one of the most holistic and fully-featured service management tools for healthcare providers looking to leverage digital transformation and revolutionize their organization’s patient experience. Improved Patient Care Experiences.

contact center solutions 52

contact center solutions Cloud contact Healthcare Contact Center 52

Upstream Works

SEPTEMBER 1, 2020

However, nearly half of CX teams only have “traditional (static) knowledge management systems” available to them. That’s why it’s important for the company to invest in an omnichannel contact center platform that gives agents access to everything they need on one desktop. Utilize Self-Service Options.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Cisco - Contact Center

AUGUST 3, 2020

This open platform architecture enables our customers to easily add and integrate with advanced cloud applications such as AI-based virtual agents, advanced data analytics, workforce optimization, and other Webex applications, including Webex Experience Management, Webex Calling, and Webex Control Hub. Business Continuity.

Contact Center 116

Contact Center Technology contact center solutions Virtual Agent 116

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Aspect

DECEMBER 1, 2020

Along the way, these organizations have been by our side, collaborating to provide product input and feedback, partnering with us to advance and continuously improve our contact center portfolio into the industry-leading, fully featured contact management and workforce optimization solutions they are today.

Enterprise 118

Enterprise contact center solutions Cloud contact Contact Center 118

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CX Global Media

AUGUST 30, 2017

People, process, technology, reporting, culture, competition, morale, data, automation, self-service – which word matters most? In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. This ONE WORD unleashes contact center peak performance.”

Contact Center 149

Contact Center Coaching Education Call Center 149

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

DMG Consulting

AUGUST 16, 2022

IVAs: Self-Service Solutions that Work. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. But these solutions could support only a limited number of options, as they were presented to customers via nested options. August 4, 2022 By Donna Fluss.

Self service 48

Self service Interactive Voice Response Virtual Agent Contact Center 48

Aria Solutions

JULY 8, 2019

Whether your contact center is facing one of those challenges or you’re aiming to expand your center’s capabilities, the first step is not choosing a technology or contact center solution to fix the issue. First, you must: Assess the contact center to determine the problem you’re out to solve.

contact center solutions 48

contact center solutions Contact Center Interactive Voice Response Self service 48

Noble Systems

JUNE 2, 2020

For many companies, the role of the contact center in keeping clients happy is increasing, and improving operational efficiency and performance are key goals for contact centers. Contact center management automation can help companies target a number of critical initiatives to overall performance.

Call Center 80

Call Center Management Contact Center First call resolution 80

NobelBiz

APRIL 27, 2021

Customer relationship management is at the forefront of all business debates. As a result, engaging in contact center solutions and technologies yields significant returns for companies. How can a contact center solution enhance customer loyalty? There are many advantages of using AI in call centers.

contact center solutions 52

contact center solutions Contact Center Contact center software CRM 52

Fonolo

FEBRUARY 2, 2023

Customer self-service Self-service is one of the hottest topics in the contact center right now, and for good reason. Self-service can be as simple as offering an FAQ or knowledge base, or as advanced as an AI chat bot on your website or mobile app.

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

DMG Consulting

JUNE 9, 2023

Question: What contact center solutions can help agents deliver a great CX and boost productivity? Knowledge management (KM): equips front-line employees, both on-site and remote, with the information to deliver a great CX. The post What contact center solutions can help agents deliver a great CX and boost productivity?

contact center solutions 48

contact center solutions Contact Center Enterprise Self service 48

NobelBiz

FEBRUARY 15, 2023

Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include self-service options like voice-enabled assistants, online portals, and mobile apps. As a result, self-service is becoming a cornerstone of customer experience in contact centers.

Self service 52

Self service Contact Center Customer Experience Interactive Voice Response 52

NobelBiz

NOVEMBER 6, 2023

Let’s quickly dive into the automation toolkit that’s transforming the customer service landscape. Interactive Voice Response (IVR): IVR systems use automated voice prompts to route callers to the appropriate department or provide self-service options. Unlock new business opportunities through omnichannel automation.

Call Center 105

Call Center Interactive Voice Response Customer Service Contact Center 105

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.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Playvox

MARCH 5, 2024

A desire for instant-access self-service options is shifting how customers want to engage. How do contact centers not only survive but thrive in this new era? And behind the scenes, how do you ensure your quality management (QM) processes are keeping up? Artificial intelligence (AI) can play a part.

Quality management 78

Quality management Management Contact Center Coaching 78

3CLogic

AUGUST 3, 2021

Inadequate or poorly distributed staffing is among the most common reasons why a call center has long hold times. To combat this issue, contact center managers should analyze their historic call volumes through robust reporting engines to determine peak call times or seasons and staff accordingly.

Interactive Voice Response 98

Interactive Voice Response Contact Center Contact center software contact center solutions 98

Cisco - Contact Center

FEBRUARY 18, 2020

We’re introducing some exciting new capabilities designed to simplify how you manage your contact center, make your agents more productive, and create better experiences for your customers. Integration with Webex Experience Management (formerly CloudCherry). Innovative AI-Powered Self-Service.

Contact Center 94

Contact Center Enterprise Self service contact center solutions 94

Hodusoft

MARCH 26, 2025

If you are curious to know more about how the right contact center solutions can help e-commerce companies overcome various customer service challenges, build customer trust, and provide seamless customer experiences, read on and you will be glad to do so. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52