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

Calabrio

MARCH 25, 2025

Customer Experience Voice of the Customer Tools: 10 of the Best VoC Software Options in 2025 Share Speak to anyone in customer experience, research, or marketing, and they’ll tell you that the old model of one-way customer communication is outdated. Evaluate 100% of interactions with automated quality management tools.

Journey mapping 52

Journey mapping Analytics Contact Center Surveys 52

Serenova

APRIL 26, 2019

Cloud contact centers that rely on market-leading cloud infrastructures like Amazon Web Services (AWS) help ensure your contact center is available when your customers need it—often 24/7. To learn more about the state of the cloud contact center, read about the results of our survey at Enterprise Connect 2019 here.

contact center solutions 40

contact center solutions Cloud contact Contact Center CRM 40

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. In 2020, total contact center WFO revenue was $2.08

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

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

Calabrio

FEBRUARY 25, 2025

In the 2024 G2 Grid Report for Contact Center Workforce products , NICE WFM users ranked the platforms quality of support, along with Verint WFM , among the lowest of any market leaders. Customer Support Another common and long-term issue cited by unsatisfied NICE WFM customers is relatively poor customer support.

Management 52

Management contact center workforce Schedule adherence Contact Center 52

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. A market revitalized; driven by digital transformation and growing interest in artificial intelligence. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 48

Consulting Consulting Marketing Management 48

DMG Consulting

MAY 25, 2018

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report. New-gen solutions are the future of this mature sector. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

Serenova

NOVEMBER 19, 2019

This acquisition is an exciting and positive development in Serenova’s 18-year legacy of leading the way in cloud-based contact center innovation. I want to share with you my personal perspective on how it will deliver value to the markets we serve, as well as our stakeholders, including customers, partners and employees.

Cloud contact 69

Cloud contact Contact Center Quality management contact center solutions 69

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

Calabrio

FEBRUARY 25, 2025

So, to further your education, maybe its better to describe what it is a CX platform does: Typically, a CX platform is a software solution that centralizes customer data from various sources, including CRM systems, marketing automation platforms, and interaction channels (e.g., phone, email, chat, social media).

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

Calabrio

MARCH 2, 2020

These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan. 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. Interestingly, Metrigy also noted that mid-market companies (550-2500 employees) lead in UC/CC integration at 72.4% of organizations that have deployed a single-source solution for both Unified Communications and their Contact Center, drove revenue increases of 52.8%

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

Playvox

MARCH 19, 2024

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. Decoding Customer Sentiment Manual analysis has given way to automated sentiment analysis solutions powered by AI. And the list goes on.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

DMG Consulting

MAY 8, 2023

Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications. This positioned vendors to invest heavily in their solutions (particularly during the first six months of the year) and deliver a great deal of innovation to the market.

Management 62

Management Contact Center Enterprise Analytics 62

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

Cisco - Contact Center

DECEMBER 17, 2020

Optional integrated Webex Workforce Optimization provides tools for workforce management, quality management, and workforce analytics. Webex Contact Center features a new UI-based flow control builder and integrated collaboration tool management through Webex Control Hub for ultimate management ease and flexibility.

Customer Experience 108

Customer Experience Contact Center APIs Analytics 108

Playvox

JANUARY 25, 2024

Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO. Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

DMG Consulting

SEPTEMBER 29, 2022

In the past three years, AI has progressed from a concept with great potential to a practical set of technologies that are being used to reinvent the underpinnings of every contact center system and application.

Contact Center 62

Contact Center contact center solutions Enterprise Analytics 62

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Playvox

OCTOBER 12, 2022

Managing your remote customer service team is much easier when you hire the right people. In a competitive job market, the strongest job candidates will naturally seek out best-in-class employers. For optimization, Workforce Management and Quality Management solutions are game changers.

Best practices 76

Best practices Contact Center Management contact center solutions 76

Playvox

JANUARY 30, 2024

Contact center managers leverage gamification techniques and tools like badges, point systems, and leaderboards, as part of an overall quality management solution to attract, engage, and retain high-performing agents. A good quality management program should help empower agents — not just supervise them.

Gamification 79

Gamification Contact Center Coaching Quality management 79

Calabrio

NOVEMBER 18, 2024

At Calabrio, we see AI enabled WEM as the backbone of a truly modern contact center, enabling organizations to seamlessly manage their workforce, optimize performance, and deliver an exceptional customer experience while managing the cost.

Analytics 52

Analytics Contact Center Quality management contact center solutions 52

DMG Consulting

OCTOBER 7, 2024

GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology. While a Ph.D.

Contact Center 48

Contact Center contact center solutions Self service Technology 48

8x8

SEPTEMBER 14, 2017

Getting important details on how many incoming or outgoing phone calls were actually occurring across all stores or using high-quality call recordings for quality management purposes was not possible. In addition, Town Fair Tire has reduced its total monthly communications cost by over 35%.

Contact Center 48

Contact Center contact center solutions Quality management Marketing 48

Playvox

JANUARY 13, 2022

The right solutions can help organizations successfully adapt to new and existing contact center trends. Cloud-based contact center solutions can reach every employee no matter where they are, which supports a hybrid work model. But they’re evolving into customer service solutions.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

NICE inContact

NOVEMBER 6, 2018

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. So ensure that your solution is flexible and user friendly enough so that you don’t have to do everything yourself.

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. The award recognizes companies that have most effectively leveraged cloud computing in their efforts to bring new, differentiated offerings to market. Stay tuned!

Schedule adherence 48

Schedule adherence contact center solutions Contact Center Best practices 48

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.) Key Factor : Regularly update and validate all info gathered, its accuracy builds customer trust. Action Checklist.

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

OCTOBER 13, 2020

Blog #2 of 4: Seeking th e Root Cause and Affecting the Right Outcome. For the most part today, AI’s ability to look at data-points to understand what each customer is concerned about, or has issues with, is currently very much uni-dimensional.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

NobelBiz

JUNE 4, 2024

Trust NobelBiz OMNI+ for a superior contact center solution. Reporting and Analytics Robust reporting and analytics features are essential for monitoring call center performance, identifying trends, and making data-driven decisions to improve service quality.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

JustCall

MARCH 9, 2023

Cons: All the feature load in this contact center software tends to make it glitchy sometimes, as users have reported. CloudTalk CloudTalk If you are planning to expand your business beyond your physical location, CloudTalk is the right cloud-based contact center solution you can try.

Contact center software 52

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

Playvox

SEPTEMBER 7, 2021

At Playvox, we prioritize what matters most to our customers — just like you do in your contact center! From quality management to workforce management , we strive to put not only the best, but also the most efficient and effective product on the market. Our badges included: Users Most Likely to Recommend.

Contact Center 52

Contact Center Morale Quality management Employee engagement 52

Enghouse Interactive

OCTOBER 4, 2019

Detailed research is now at their fingertips… there is no longer a need for marketing ( jokes!), Drop by kiosk #507 and we’ll show you how Enghouse Interactive can improve your Customer Experience (CX) and help you increase your revenue generation capabilities by using the industry’s most reliable Contact Center solutions.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Hodusoft

FEBRUARY 14, 2020

There is little to dislike about Avaya contact center software Users have uniformly expressed satisfaction about overall performance and ease of use but customer service does not get them brownie points. Genesys PureCloud is another of the top of the line contact center solutions that global call centers have adopted in large numbers.

call center software 52

call center software Call Center Contact center software voip 52

Enghouse Interactive

SEPTEMBER 29, 2020

Register for our upcoming webinar “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D AI Insights – Vecko and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Hodusoft

NOVEMBER 29, 2022

But due to the rising competition, the market now is flooded with many types of contact center solutions. Choosing the right contact center software is essential for success. 10 top contact center software for business success Now the question comes “why top 10 contact center software?”

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40