Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

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VDS

JUNE 6, 2023

As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. This workbook is designed to provide you with a step-by-step guide to navigate the process of purchasing a cloud contact center solution.

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Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. This workbook is designed to provide you with a step-by-step guide to navigate the process of purchasing a cloud contact center solution.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

CSM Magazine

MAY 17, 2021

The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . Seeing is believing.

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CSM Magazine

JULY 13, 2023

“The digital transformation of our business – initially through the migration to Genesys Cloud – provides us with lots of potential for growth and will strengthen our abilities to provide our customers with the best possible experiences when interacting with Aramisauto.”

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Customer Base Multi-Channel E Commerce E-support 52

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. CX management software is an AI-driven, cloud-based platform that optimizes technical operations related to customer service. . What is a CX management platform?

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Customer Experience Management Management Contact Center Customer Experience 143

Think Customers

JULY 5, 2023

With thick wildfire-smoke clouds obscuring the New York skyline outside, NICE CEO Barak Eilam shared some cloud wisdom of his own at the recent NICE Interactions conference. Meanwhile, he said, only 20% of CX organizations are on cloud native platforms.

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Contact Center 2023 Omnichannel Interaction 52

Talkdesk

OCTOBER 5, 2020

The answer is moving to the cloud. Cost and performance of IT operations, is one of the top reasons organizations are migrating to the cloud, according to a report by Deloitte. Gartner also places cost optimization as the top factor for businesses to migrate their operations to the cloud. million to $8.19

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CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .

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Chief Customer Officer Contact Center Innovation Omnichannel 52

CSM Magazine

MARCH 30, 2021

Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. What’s Next?

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CSM Magazine

NOVEMBER 14, 2023

Decreasing Pace of Cloud Migration However, it’s not all smooth sailing. I touched upon the decreasing pace of cloud migration, a crucial factor in the digital transformation journey. Many organisations are still grappling with the shift to the cloud, and I delved into the reasons behind this slowdown.

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CSM Magazine

MARCH 9, 2023

Cloud alone can’t be the sole answer to your CX business challenges or a destination for your business – but it is the first step through a door that will allow you to unlock potentially significant improvements in terms of operational efficiency and costs, customer satisfaction, and advisor performance and retention.

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Technology Customer Journey Innovation Download 52

CSM Magazine

FEBRUARY 14, 2023

Appello Careline, an award-winning 24-hour careline services provider, has selected Sabio Group for its migration to a new cloud contact centre platform. CRM integration to Microsoft Dynamics has also been included in a project that involved the migration of around 300 UK-based contact centre agents.

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Multi-Channel Technology Interaction Customer Journey 52

BlueOcean

JUNE 10, 2021

For example, as customer care teams migrated to work-from-home environments and consumers quickly came to expect 24/7 omnichannel functionalities, contact center investments followed quickly, in the form of remote infrastructures, cybersecurity, and omnichannel solutions. Now those capabilities are in place, budgets are backing off.

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Customer Care Contact Center Omnichannel 2020 156

VDS

MARCH 17, 2023

As businesses continue to expand and evolve, it’s essential to ensure that the contact center solution you’re using is scalable, efficient, and effective. This article will focus on two popular contact center solutions: Genesys PureConnect and Genesys Cloud.

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Talkdesk

AUGUST 7, 2020

Migrating to the cloud is an outstanding strategy for contact centers to reduce operational costs. Additionally, cloud solutions can also provide proactive ways to manage various aspects of contact center operations such as security and employee performance.

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Customer Experience Competitive Advantage Contact Center Loyalty 104

BlueOcean

JUNE 22, 2022

The cloud, with its bolt-on and go, plug-and-play, pay-as-you-go, telephony-in-a-box options has changed everything – everything except the RFP, that is – because we’re still seeing RFPs come through asking “What’s your telephony platform?” Core to this is a conversation around remote and on-premise solutions.

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Contact Center Technology Tourism 2014 156

Talkdesk

DECEMBER 10, 2020

Moving your business to the cloud is an all-round strategy to reduce costs and provide superior cross-organizational flexibility, allowing operations to adapt to the ever-changing needs and expectations of the customer. Migrating a contact center to the cloud can drive your digital transformation program forward.

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Contact Center White Paper Transportation Roadmap 115

CSM Magazine

JANUARY 11, 2022

The shift to the cloud has also been happening over time and accelerated significantly in early 2020. Calabrio’s own research found that 90% of contact centres said they were aggressively investing in new channels, automation and analytics tools — while 68% of cloud migrations happened in 2020. Aim for solutions that are: 1.

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Omnichannel Return on Investment 2020 Technology 75

CSM Magazine

JULY 12, 2023

Sabio will guide the firm’s transformation to a new cloud-based customer service platform on Genesys Cloud CX, providing a flexible, scalable, unified CX platform. This platform has been specially developed and selected by Davies, with the customer at the forefront of the solution.

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CSM Magazine

MAY 3, 2023

Nicolai said: “Sabio is at the forefront of delivering innovative customer experience solutions and this is an exciting time for both myself and for the business following our expansion into a region that I am very much familiar with.

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Consulting Customer Relationship Management Technology Presentation 52

Eptica

JANUARY 6, 2023

Une meilleure collaboration Par exemple, une solution de communication unifiée (UC) comme Teams offre le niveau de collaboration nécessaire pour résoudre des questions complexes. Il devient possible d’offrir aux clients des expériences technologiques de haute qualité, grâce aux meilleures solutions élaborées pour cela.

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2023 2017 Contact Center Document 117

Cyara

JULY 9, 2019

To accomplish this, the vast majority of enterprises are moving their contact centers to the cloud. Nearly half of the world’s contact centers have deployed cloud-based solutions and an additional third are in the process, according to IDC. I recently asked CX experts for their view on cloud migrations. Joe Eisner.

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2019 Contact Center Average Handle Time Competitive Advantage 52

Upstream Works

FEBRUARY 17, 2022

Investments in premise-based infrastructure might be seen as an inhibitor as moving away from this would be disruptive for operations and risky if the cloud is viewed as being unfamiliar or unproven for contact center purposes. There is a grain of truth to all of this. Pillar #2: Adopt a Common Framework for all CX Communication Channels.

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Contact Center Omnichannel Social Media 2022 78

CSM Magazine

AUGUST 6, 2021

Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud? IT infrastructure, quantity of IT personnel, the amount of money a firm is prepared to invest, and industry norms must all be considered when determining the best technological solution. Ownership expenses vary greatly.

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Contact Center Social Media Presentation Metrics 59

CSM Magazine

JANUARY 13, 2023

The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. ” About Sabio Group.

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Consulting Presentation Customer Journey Technology 52

CSM Magazine

JANUARY 31, 2023

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

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Talkdesk

FEBRUARY 27, 2020

Embrace the cloud The first step in any successful digital transformation is to embrace the cloud and what it can do for your organization. For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018.

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Contact Center Competitive Advantage Social Media 2017 80

CSM Magazine

JUNE 14, 2022

As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region. . The race to accelerate South Africa’s cloud journey. Five reasons why Calabrio ONE and the cloud matter.

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Banking 2021 Roadmap 2022 59

CSM Magazine

DECEMBER 10, 2021

The AWS Partner Awards also recognize AWS Partners whose business models continue to evolve and thrive on the AWS Cloud as they work with customers. Amazon Connect is an omnichannel cloud contact center service designed to deliver customer services using machine learning (ML), interactive voice response (IVR), and call center routing.

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2021 Connections Contact Center Omnichannel 52

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

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2008 Consulting 2023 Innovation 52

Talkdesk

JULY 3, 2020

As the COVID-19 pandemic struck the globe, businesses were forced to migrate to a remote work scenario, many of them relying on cloud-based or cloud-native solutions to do so. Business continuity has become a crucial topic for organizations in 2020.

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Contact Center Competitive Advantage 2019 Document 82

Think Customers

JUNE 28, 2021

More and more brands are turning to cloud-based contact centers, lured by the cost savings and increased flexibility. But when it comes to cloud vs. on-premise contact centers, the cloud option offers many benefits that can not only streamline operations but also bring opportunities for customer experience (CX) innovation.

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Playvox

JANUARY 13, 2022

Customer and employee expectations dictate a need for modern, integrated solutions that will improve CX and make employees more effective and efficient. Contact Center Technology Solutions for Improving the Employee Experience. The right solutions can help organizations successfully adapt to new and existing contact center trends.

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Contact Center 2022 Omnichannel 2025 79

Talkdesk

FEBRUARY 27, 2020

Embrace the cloud The first step in any successful digital transformation is to embrace the cloud and what it can do for your organization. For example, according to a DMG Consulting report , the Cloud-Based Contact Center Infrastructure (CBCCI) market has increased its number of seats by 20.1% between 2017 and 2018.

Contact Center 60

Contact Center Competitive Advantage Social Media 2017 60

Talkdesk

FEBRUARY 25, 2020

Embrace the cloud. According to Cloud Industry Forum , 71% of businesses plan to build new applications for the cloud, moving away from legacy, on-premises platforms in favor of a cloud-native approach. In fact, 87% expect to increase their use of cloud in the next year. The post Embrace the cloud.

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Contact Center Competitive Advantage Customer Centricity Financial 56

Talkdesk

OCTOBER 8, 2020

Either by choice or forced by COVID-19, digitally savvy clients are dodging the impacts of branch closure by migrating to digital banking. Embrace the cloud. Many on-premise solutions are very costly to maintain and take a lot of time and money to make changes with minimal integration to best of breed applications.

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Banking Contact Center Virtual Agent Financial 119