Avaya

AUGUST 24, 2016

From Common’s standpoint, the minimal deployment costs and fast rollout—resulting in a quick return on investment—have made it easy to welcome Avaya Workforce Optimization Select into its business.

Call Recording 47

Call Recording Contact Center E-support Return on Investment 47

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. Their high-volume dialer increases connect rates by 30%+ and talk time by 300%+ per hour for more quality conversations with prospects.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Magellan Solutions

DECEMBER 10, 2019

It allows agents to log in anywhere as long as they have a computer, a headset, and a good internet connection. RingCentral – It transforms your desktop into a call controller with an array of features and options. Zendesk – This software allows you to connect with your clients using one easy to use platform.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

CSM Magazine

AUGUST 31, 2018

In a world full of resources for measuring success (analytics, channels, and tracking tools) many agencies struggle with determining whether they’re monitoring the most appropriate key performance indicators (KPIs) to calculate their clients’ return on investment (ROI). Thankfully, the answer can be found in the form of call tracking.

Metrics 40

Metrics ROI Advertising Customer Journey Mapping 40

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Similarly, training agents to isolate and get to the core of the problem is essential to improve First Call Resolution.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). Similarly, training agents to isolate and get to the core of the problem is essential to improve First Call Resolution.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40