CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. We find ourselves in unprecedented – certainly, the word of the year – times. Changing Expectations.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

InMoment XI

DECEMBER 1, 2022

Curious to know a little more about us and our differentiated Experience Improvement (XI)? Well allow us to introduce ourselves! Own the Moments That Matter. At InMoment, we have this saying: “Own the Moments That Matter.” And with every moment, there is an opportunity to make a positive impact; to leave a mark. What Is Experience Improvement (XI)?

Return on Investment 493

Return on Investment Automotive ROI Reference 493

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. Fiona Lind, Digital Project Manager at Sweaty Betty, explained the transformational impact.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

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.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members. Founded in 1905, Benenden offers affordable healthcare cover to over 860,000 members.

Multi-Channel 52

Multi-Channel Healthcare Hospitality Social Media 52

CSM Magazine

MAY 12, 2023

In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies of moving to the cloud. Cost Efficiency Moving to the cloud can lead to cost savings for businesses of all sizes.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customers 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.

Multi-Channel 96

Multi-Channel 2021 Download Communication 96

Eptica

AUGUST 29, 2021

Embracing cloud-based solutions gives the flexibility and agility to deliver peak customer success – read our latest blog on our parent company Enghouse Interactive’s site to find out more. You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy.

Customer Service 115

Customer Service 2021 Blog Customer Success 115

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.

2021 106

2021 Blog Technology Article 106

BirdEye

DECEMBER 26, 2023

Additionally, Birdeye research shows that 62% of consumers who face a negative experience move on to a competitor. VoIP services, in response, offer a solution by improving lead conversion rates, enhancing customer experience , and boosting business productivity and brand loyalty. Does this sound like your business? How does VoIP work?

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

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. .

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

CSM Magazine

APRIL 13, 2023

a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. The move to the cloud has been a frustrating journey for many,” according to the Forrester study.

Contact Center 52

Contact Center Exceptional Customer Service 2023 Consulting 52

Magellan Solutions

APRIL 15, 2024

Most organizations worldwide are moving towards IT outsourcing in the digital era , viewing it as a strategic leaver towards increasing operational efficiency, optimizing costs, and gaining access to specialized skills.

Culture 52

Culture Healthcare Contact Center Call Center 52

CSM Magazine

MARCH 2, 2023

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable.

Innovation 52

Innovation Technology Customer Journey Consumers 52

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.

Contact Center 115

Contact Center White Paper Transportation Roadmap 115

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. Furthermore, Gartner has stated that CCaaS solutions will function similarly to on-premise contact centers, with a few notable differences.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

TechSee

JANUARY 12, 2023

By bringing VI’s analysis and insights to the mobile environment via a native SDK, enterprises can deliver a truly next-generation, immersive solution for consumers and field technicians. . Moving the AI analysis closer to the end user makes the AI more readily accessible. The savings and CX impact has been incredible.

Connections 109

Connections Insights Contact Center Document 109

Talkdesk

DECEMBER 30, 2020

Even though it was one of the most challenging years of our lives, we have much to thank 2020 for because it forced us to think creatively and move quickly. Even though it was one of the most challenging years of our lives, we have much to thank 2020 for because it forced us to think creatively and move quickly.

2021 83

2021 2020 Innovation Contact Center 83

Upstream Works

FEBRUARY 17, 2022

Moving forward will be difficult if these changes are viewed as being risky, disruptive or complex. 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.

Contact Center 78

Contact Center Omnichannel Social Media 2022 78

Circular Edge

MARCH 4, 2024

Circular Edge is proud to support the success of Quest for the past 17 years and the many ways Quest brings together Oracle JD Edwards, Oracle CX and Cloud users to share their success stories while helping each other move forward in driving continuous innovation.”

Innovation 40

Innovation Entertainment Events Customers 40

CSM Magazine

DECEMBER 8, 2022

Cloud subscription service model, Ascend, helps organizations scale CX-cloud solutions and achieve operational efficiency. Ascend eliminates traditional barriers associated with CCaaS cloud implementations such as cost and time through a fully managed subscription service.

Contact Center 52

Contact Center Omnichannel 2023 Download 52

CSM Magazine

MARCH 23, 2022

Standard Bank has selected Calabrio for its cloud-first approach to workforce optimisation and close integration with Amazon Connect. . The strategy is to replace various on-premises legacy systems with a single, cohesive cloud solution. These employee engagement tools help contact centres reduce sickness rates and attrition.

Banking 59

Banking 2021 Financial Omnichannel 59

CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. We’re now one of Salesforce’s leading Service Cloud specialists and most certified Salesforce systems integrator in Europe.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

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.

Banking 59

Banking 2021 Roadmap 2022 59

Talkdesk

MAY 8, 2020

A Fortune 100 global media conglomerate is the newest enterprise to choose Talkdesk® as a trusted provider of contact center solutions. This new partnership is the largest, single-instance cloud contact center deployment in the industry. Talkdesk cloud-native solutions easily allow agents to work remotely, anytime, on any device.

Contact Center 78

Contact Center Hospitality 2020 Travel 78

Talkdesk

MAY 14, 2020

It’s affordable to get started On-premises contact center solutions are usually expensive, complicated to set up and often require regular and costly updates. On the other hand, cloud solutions do not require a heavy entry fee, making the outset stage of the process much easier, cheaper and smoother.

Contact Center 118

Contact Center Hospitality Call Center Travel 118

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.

Contact Center 52

Contact Center 2023 Omnichannel Interaction 52

Playvox

NOVEMBER 18, 2021

Those with cloud contact center solutions were able to make the transition quickly. In contrast, contact centers with older, on-premises technology often struggled, and as a result, many organizations fast-tracked their implementation of cloud solutions. What is a cloud solution? Business Agility.

Contact Center 52

Contact Center Reference Omnichannel Technology 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?

2021 59

2021 B2B Insights Technology 59

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

Contact Center 119

Contact Center Call Center 2020 Events 119

CSM Magazine

JUNE 17, 2021

Cloud-first workforce engagement management provider announces roadmap for Data Sovereignty across Southeast Asia. Calabrio , the customer experience intelligence company, has announced the availability of its cloud Workforce Engagement Management (WEM) platform via a local point of presence in Singapore.

Engagement 52

Engagement Management 2020 Roadmap 52

CSM Magazine

APRIL 25, 2023

Fortunately, cloud-based applications enable secure remote working, while emerging new payment solutions protect customer conversations and card data, such as Encoded’s Fraud Prevention Platform (FPP). As a self-service option, IVR provides 24/7 secure payment options and reduced costs in comparison to agents taking payments.

2023 52

2023 E Commerce Return on Investment ROI 52

Talkdesk

SEPTEMBER 4, 2020

After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere. About 44% of those borrowers said they would move at least some of their accounts to the bank that came through for them during PPP. Accelerating the seamless digital journey.

Banking 114

Banking Contact Center Omnichannel Financial 114

Think Customers

JULY 19, 2021

As more government organizations move citizen services to mobile and cloud-based platforms, virtual systems and remote workforces open up security vulnerabilities. The responsibility of safeguarding citizen information requires superior omnichannel cloud contact center solutions with stringent security and reliability assurances.

Government 52

Government Contact Center Return on Investment Webinar 52

CSM Magazine

MARCH 18, 2021

As organisations look to future-proof customer experience they are reviewing their contact centre strategies with many turning to cloud-based technology for all-round agility. Magnus Geverts at Calabrio shares his top tips for a smooth and successful transition to a cloud-first approach. 3 key questions to ask. 3 key questions to ask.

Omnichannel 52

Omnichannel Technology ROI Download 52

COPC

NOVEMBER 18, 2022

The report findings align with Talkdesk feedback from the market: Organisations that have moved to the cloud have the ability to support WAH to address seasonality and ever-changing consumer demands. Talkdesk ® is a global cloud contact center leader for customer-obsessed companies.

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Feedback Engagement Marketing Contact Center 66