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

NICE inContact

OCTOBER 17, 2019

When it comes to making contact center investments that will deliver significant return on investment for public sector agencies looking to improve the citizen experience – there are three categories that agency leaders should focus on: Understand the current state of your contact center? Call recording?

Contact Center 48

Contact Center Return on Investment E-support Government 48

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. Focused on deep integration of ground breaking cloud SaaS platforms, delivering amazing customer experience, powering success for contact center professionals and delivering strong return on investment.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

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

Magellan Solutions

DECEMBER 10, 2019

RingCentral – It transforms your desktop into a call controller with an array of features and options. ViciDialer – It has full-featured predictive dialer and can act as an ACD for inbound calls as well as emails and website chat messages from consumers. You can also reduce stress and costs of hiring and training.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98

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). They understand the typical milestones in customer journeys and understand how call centers play a role.

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). They understand the typical milestones in customer journeys and understand how call centers play a role.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40