NobelBiz
AUGUST 27, 2024
The current, often hectic environment in call centers is due to them trying to handle a large number of customer interactions while maintaining high service quality. One highly effective method to simplify this process is Intelligent Call Routing (ICR). This technology, powered by AI, changes the way incoming calls are managed, making sure that customers are swiftly directed to the right agent or department.
AWS Machine Learning
AUGUST 27, 2024
With the advent of generative AI solutions , a paradigm shift is underway across industries, driven by organizations embracing foundation models to unlock unprecedented opportunities. Amazon Bedrock has emerged as the preferred choice for numerous customers seeking to innovate and launch generative AI applications, leading to an exponential surge in demand for model inference capabilities.
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Cisco - Contact Center
AUGUST 27, 2024
Traditional data center operations fall short of meeting today's challenges and opportunities of modernizing IT infrastructure across hybrid clouds and edge environments. To move ahead, operations teams can work smarter, not harder, by adopting infrastructure lifecycle management as a service with Cisco Intersight.
Connect
AUGUST 27, 2024
By Charlene George, Sales Director at Connect. The business landscape is rapidly evolving with significant investments in digital modernisation aimed at delivering a seamless customer experience (CX). Many companies have adopted various combinations of Contact Centres (CC or CCaaS), Customer Service Management (CSM), and Customer Relationship Management (CRM) platforms to cater to consumer preferences for omnichannel engagement.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Cisco - Contact Center
AUGUST 27, 2024
Cisco is making AI a reality today for a diverse range of customers. From the largest hyperscalers and enterprises to the smallest businesses and public organizations, we understand that each customer’s AI journey is unique.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
AUGUST 27, 2024
Cisco shares a first look into its AI-enhanced support capabilities already available to Cisco engineers, customers, and partners. Cisco shares a first look into their AI-enhanced support capabilities already available to Cisco engineers, customers, and partners.
Strategic Contact
AUGUST 27, 2024
Once you’ve decided which technologies you’d like to pursue for your contact center, you’ll need to establish the parameters and timeframe for your selection process. You may want to check out a post from a few years back that is still relevant, entitled How to Streamline the Vendor Selection Process. That blog discusses variations in.
Cisco - Contact Center
AUGUST 27, 2024
To discover how Cisco is paving the way to unlock the power of AI, join us for our upcoming AI Unveiled customer online seminar series.
Injixo
AUGUST 27, 2024
What is workforce planning? Employees are the most important element of every organization. And the most basic thing you’ve got to get right is having the right number of them on the payroll. Even if you have the means to forecast workload with 100% accuracy and perfectly optimize your schedules around customer demand, if you simply have the wrong number of employees, you’re in trouble.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
CSM Magazine
AUGUST 27, 2024
Customer service quality is the foundation of any successful organization. However, attaining and sustaining high levels of customer satisfaction needs more than just basic training. Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.
AnswerConnect
AUGUST 27, 2024
Feeling overwhelmed? Discover the key indicators that you are ready to get help and how to choose the best virtual receptionist for your business. Read now. The post 10 signs you need a virtual receptionist in Canada appeared first on AnswerConnect Blog.
Maru Group
AUGUST 27, 2024
The Financial Conduct Authority’s (FCA) ‘Consumer Duty’ regulations landed with a ‘thud’ on the desk of many research and customer teams last year - and along with it came no shortage of changes and improvements for companies to make to ensure that their financial products and customer messaging is compliant with FCA standards. However, for many of our clients and industry partners in financial services, the introduction of Consumer Duty is proving to be more than just another compliance exercis
Injixo
AUGUST 27, 2024
What is workforce planning? Employees are the most important element of every organization. And the most basic thing you’ve got to get right is having the right number of them on the payroll. Even if you have the means to forecast workload with 100% accuracy and perfectly optimize your schedules around customer demand, if you simply have the wrong number of employees, you’re in trouble.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Strategic Contact
AUGUST 27, 2024
The “state-of-the-market” is exciting; make thoughtful decisions to reap the rewards I bet you are interested in the “state-of-the-market” of contact center technology and eager to see what it can do for your center. You may probe vendor websites or attend webinars to get a handle on what’s new and interesting. You may read analyst.
AWS Machine Learning
AUGUST 27, 2024
Amazon Q Business is a fully managed service that lets you build interactive chat applications using your enterprise data. These applications can generate answers based on your data or a large language model (LLM) knowledge. Your data is not used for training purposes, and the answers provided by Amazon Q Business are based solely on the data users have access to.
Momentum Telecom
AUGUST 27, 2024
Office 365 licensing can be complex. Navigating all the available apps, features, and add-ons quickly becomes confusing, especially when considering different voice services. Microsoft offers its own Calling Plan alongside Operator Connect and Direct Routing, two options for bringing your own PSTN carrier. Which license does your company actually need to unlock Operator Connect?
Momentum Telecom
AUGUST 27, 2024
Office 365 licensing can be complex. Navigating all the available apps, features, and add-ons quickly becomes confusing, especially when considering different voice services. Microsoft offers its own Calling Plan alongside Operator Connect and Direct Routing, two options for bringing your own PSTN carrier. Which license does your company actually need to unlock Operator Connect?
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Momentum Telecom
AUGUST 27, 2024
Office 365 licensing can be complex. Navigating all the available apps, features, and add-ons quickly becomes confusing, especially when considering different voice services. Microsoft offers its own Calling Plan alongside Operator Connect and Direct Routing, two options for bringing your own PSTN carrier. Which license does your company actually need to unlock Operator Connect?
Momentum Telecom
AUGUST 27, 2024
Office 365 licensing can be complex. Navigating all the available apps, features, and add-ons quickly becomes confusing, especially when considering different voice services. Microsoft offers its own Calling Plan alongside Operator Connect and Direct Routing, two options for bringing your own PSTN carrier. Which license does your company actually need to unlock Operator Connect?
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