Enghouse Interactive

FEBRUARY 18, 2021

This blog will provide an overview of the key findings from the recent Enghouse Interactive and Metrigy webinar and show where these insights should be applied in your organization to improve the customer experience (CX) and to drive operational efficiencies. . Blog #4 of 4: Key Findings and Where to Focus Your Optimization Efforts .

Contact Center 56

Contact Center Analytics Self service Metrics 56

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

NobelBiz

NOVEMBER 20, 2023

Read more about the NobelBiz self-service IVR system here. Local Caller ID: Optimize contact rates with LocalTouch, the Local Caller ID solution from NobelBiz. Regular webinars and training materials can be instrumental in helping your team maximize the use of the new system​.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Serenova

JUNE 24, 2020

Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Cisco - Contact Center

FEBRUARY 19, 2021

They want options for self-service or to connect with a person who is empowered with the right tools to meet their needs. Communications Platform-as-a-Service ( CPaaS) infrastructure to enable customization of communications via APIs. Webex Contact Center webpage. We’d love to hear what you think.

Customer Experience 98

Customer Experience Contact Center APIs contact center solutions 98

Aspect

SEPTEMBER 28, 2017

The world of contact center solutions is just a microcosm of the myriad of software applications used by enterprises moving inexorably to a Software as a Service (SaaS) model in the public cloud. To see more of the findings from the newly released Saddletree survey on cloud contact centers, view the full webinar here.

Cloud contact 86

Cloud contact Contact Center Surveys SaaS 86

Serenova

JUNE 24, 2020

Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. Contact Center Solutions. Easily Resolve Issues Created by Using Disparate UC and CC Applications. Single-Sourced. Always Accessible. Ubiquitous Unified Communications. . Unified Communications.

contact center solutions 69

contact center solutions Contact Center Call flow Quality management 69

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series).

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

SEPTEMBER 3, 2021

Contact Center Solutions. Delivered from the cloud “as a Service”…enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible. Single-Sourced. Always Available. Unified Communications. Because your organization needs to.

contact center solutions 68

contact center solutions Contact Center Call flow Enterprise 68

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. RELATED ARTICLE What is IVR?

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

JUNE 17, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research . Help Customers Help Themselves with Self-Service. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Discover the key factors shaping the contact center landscape, from the importance of community to defining success and exploring the latest trends.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Noble Systems

SEPTEMBER 8, 2020

Other essential software technologies to consider for your cloud-based contact center include WFM for schedule optimization; analytics to uncover trends and assist agents during a transaction; and advanced IVR to create new flows or self-service programs to enrich the customer’s experience.

contact center workforce 76

contact center workforce Best practices Contact Center Employee engagement 76

Enghouse Interactive

OCTOBER 13, 2020

Doing so, will transform your contact center from a cost-center into a revenue generator. AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience. Help make sure your organization delivers the customer experience that exceeds their expectations.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 60

Contact Center contact center solutions Cloud contact Self service 60

Cisco - Contact Center

NOVEMBER 17, 2020

This will undoubtedly lead to more traffic to your call center. As a result, many contact centers leaders are finding ways to handle that traffic efficiently using Artificial Intelligence -powered capabilities such as self-service voice and chat bots, and context-driven, real-time website intercept features.

Customer Experience 66

Customer Experience Contact Center Government contact center solutions 66

Enghouse Interactive

FEBRUARY 9, 2021

Returning Prospects – hear a welcome-back greeting, proactively offered help based on their last visit queries/self-service path taken, and easily accessible live agent support. AI-Enabled Self Service (34.8% Do It Now to transform your contact center from a cost-center into a powerful revenue generator.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

Cisco - Contact Center

JANUARY 27, 2020

Introducing Webex Experience Management (formerly CloudCherry), our new customer experience management solution that uniquely integrates with Cisco Contact Center solutions. Webex Contact Center Enterprise , our new cloud contact center solution for large enterprises is now globally available.

Contact Center 57

Contact Center contact center solutions Enterprise Cloud contact 57

Enghouse Interactive

JULY 7, 2020

Transform the Contact Center with Microsoft Teams (blog series). Register for our Webinar with Robin Gareiss, President and Founder of Nemertes Research. In our first blog, we explored how Microsoft Teams, when integrated into a Contact Center, helps provide a better experience for the end-customer.

Self service 52

Self service Contact Center CRM Quality management 52

NobelBiz

AUGUST 22, 2023

Unveil the Secrets to Streamlined Outbound Calls in Contact Centers: Tune in to our enlightening webinar hosted by David Atkinson and Christian Montes. Implementing a VoIP solution, such as the NobelBiz Voice Carrier Network, offers significant cost savings for contact centers.

voip 98

voip Telecommunications Contact Center Contact center software 98

Enghouse Interactive

APRIL 13, 2021

A CCaaS solution would retain the same data structures and records – and uses any existing custom-developed CRM or CTI integrations… even enabling the seamless integration of advanced AI-enabled self-service tools, putting control into the customer’s hands…where they want it. 2) Deloitte: Digital Consumers Trends 2020. (3)

Contact Center 93

Contact Center Morale Technology Self service 93

Playvox

MARCH 5, 2024

This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. 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?

Quality management 78

Quality management Management Contact Center Coaching 78

Serenova

AUGUST 5, 2019

In the webinar , How to Design Your Contact Center to Be Customer-Centric , our guest speaker, Forrester Research VP and Principal Analyst Art Schoeller, offers tips, trends and perspective on how you can move toward a more customer-centric contact center. You can access all three webinars in the series here.

Customer centricity 40

Customer centricity Contact Center Interactive Voice Response Customer Experience 40

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. This improves customer satisfaction and net promoter scores, and other key customer service metrics.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

AUGUST 1, 2019

The Blueprint for Growth offers contact centers practical advice and proven techniques for growing revenue by turning customers into advocates.

Contact Center 48

Contact Center contact center solutions Cloud contact Self service 48

NobelBiz

MAY 25, 2023

By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. In addition to the above benefits, CDP software can help contact centers to personalize their interactions with customers. Watch the free on-demand recording here.

call center software 98

call center software Call Center APIs Contact Center 98

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. Ready to prepare your contact center for the future?

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Enghouse Interactive

JULY 1, 2021

It also empowers them to provide a personal service by giving access to the tenant’s full interaction history. New channels, such as self-service and chatbots can further improve efficiency by automating routine queries such as paying rent. Support the move to blended working. Register here :

Customer Service 56

Customer Service Self service Chatbots Analytics 56

NICE inContact

NOVEMBER 8, 2019

Bottom line: You can lower cost while improving critical contact center KPIs such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). link to blog article to be published for October webinar with Swisslog “5 KPIs You Can Improve By Integrating Your Contact Center and CRM”].

Contact Center 10

Contact Center Average Handle Time Healthcare CRM 10

Enghouse Interactive

JANUARY 27, 2021

Find out much more by registering for our upcoming webinar: . By leveraging advanced technologies, organizations can successfully meet the ever-changing needs of customers while preparing for the future… simultaneously improving their customer’s experience with industry-leading efficiency. Metrigy Research – defining the “Success Group”.

Contact Center 94

Contact Center Technology Customer centricity Analytics 94

Enghouse Interactive

JULY 27, 2020

Transform the Contact Center with Microsoft Teams (blog Series). Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. UCaaS, such as Microsoft teams will help speed transition into the future – the future of the contact center.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

OCTOBER 19, 2020

Register for TOMORROW’s webinar ( October 21 st at 11:00 EDT) “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 and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Playvox

FEBRUARY 27, 2024

Or building self-service tools based on AI-driven insights to answer customers’ questions without involving an agent? The way workforce engagement management solutions generate results is by enabling incremental improvements in employee performance while also promoting longevity and professional growth in an organization.

Contact Center 73

Contact Center Coaching Real estate Brand ambassadors 73

Playvox

FEBRUARY 16, 2024

When you use a solution that helps surface the topics customers need help with most, you can build your self-service tools based on data-driven insights to answer customers’ questions without involving an agent. Ready to unlock the immense potential of AI in quality management for your contact center?

Quality management 75

Quality management Contact Center Management Best practices 75

Serenova

JUNE 24, 2020

Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options. Integration must happen at the time a channel is launched— not after—for optimal omnichannel customer service interactions.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Talkdesk

JANUARY 12, 2018

They have probably already used your digital self-service solution to find answers to common questions, so if they are calling your contact center, it means they have relatively complex issues. The majority of today’s customers are digital first and prefer to handle simple issues with self-service technologies.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40