BirdEye

DECEMBER 26, 2023

It’s a situation many businesses encounter and one that needs the best VoIP service to overcome. 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? What is a VoIP number?

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VDS

SEPTEMBER 28, 2023

Transitioning your contact center to Genesys Cloud can be a daunting task, but with the right strategies, it can be a seamless process. Genesys Cloud is a powerful platform that can help you improve customer experience, increase efficiency, and reduce costs. Why Migrate to Genesys Cloud?

Contact Center 52

Contact Center Roadmap Customer Satisfaction Communication 52

BirdEye

DECEMBER 22, 2023

It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Cloud-based and virtual systems generally offer more cost-effective and scalable options, with many providing customizable plans to fit specific business needs and budgets.

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Communication Demo Call Recording Connections 111

Playvox

MAY 2, 2023

While it might seem like just about everything is in the cloud these days, many contact centers still haven’t taken the leap. But moving to a cloud contact center can have big benefits for your company, your customers, and your agents. What Does Moving To The Cloud Mean?

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Contact Center Omnichannel 2022 Competitive Advantage 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.

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CSM Magazine

JANUARY 8, 2024

And we had a plan… Within hours of that distress call, our team spun up a 100-seat cloud-based contact centre solution ready to support multiple European countries powered by the Twilio Flex platform. It was the fastest and most resilient way to restore customer service capabilities.

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Healthcare 2023 Multi-Channel Customer Journey 52

Kustomer

FEBRUARY 19, 2024

is a cloud-based customer support solution designed to enable businesses of all sizes to deliver exceptional customer service. It also offers a self-service portal where businesses can create a knowledge base containing FAQs, articles, and how-to guides, empowering customers to find answers to their questions independently.

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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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CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. “However, we also knew this was long winded.

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Management 2009 2018 Customer Relationship Management 52

Talkdesk

FEBRUARY 16, 2021

Once the initial shock subsided, however, many companies have been pleasantly surprised by how quickly they are accruing benefits from their cloud contact centers and customer experience (CX) applications. You do not plan on having a WFH policy for your agents after the pandemic.

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Contact Center Customer Experience Competitive Advantage Call Recording 139

VDS

MARCH 17, 2023

This article will focus on two popular contact center solutions: Genesys PureConnect and Genesys Cloud. We’ll also explore the advantages of moving to a cloud-based contact center solution like Genesys Cloud, as well as potential challenges to consider.

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Contact Center 2025 2023 Multi-Channel 52

CSM Magazine

FEBRUARY 6, 2024

That’s where Oracle Cloud EPM comes into play, providing a level of agility stadium operators require to keep up with the dynamic nature of sports and entertainment events. By integrating various aspects of finance and operational planning, Oracle EPM acts as a catalyst for cohesive teamwork.

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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.

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White Paper Leadership Multi-Channel 2021 52

Kustomer

NOVEMBER 7, 2023

Zendesk is a mega player in customer service software, competing primarily with Kustomer, Freshdesk and Gorgias. Scroll down to see a list of the most popular alternatives to Zendesk, along with the top features, pricing, pros and cons of an ideal customer service platform. So why look for an alternative to Zendesk?

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C3Centricity

JANUARY 30, 2024

The most important thing to remember is not to think of customers as difficult but merely as angry, frustrated or disappointed with the product or service they bought from us. When they encountered streaming problems in the past, they quickly addressed them by upgrading their infrastructure, leading to improved service quality.

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Feedback 2010 Customers Customer Retention 90

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

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Customer Service 2021 Blog Customer Success 115

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

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

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

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2024 E Commerce E-support Social Media 97

ShepHyken

AUGUST 7, 2023

This can be achieved through open communication, sharing long-term plans, and consistently delivering on commitments. ” “How crazy would it be if we’re out there selling software to deliver a great customer experience if we weren’t, in turn, an incredible customer service company?”

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Roadmap Culture Innovation Communication 118

CSM Magazine

APRIL 17, 2024

As a result, leaders are proceeding cautiously when it comes to expanding company headcount, including in the area of customer service – which is often one of the most critical and outwardly visible organizations for any company. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

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Customer Service 2024 Sports Banking 59

Lumoa

JUNE 23, 2021

In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. 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.

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Contact Center Omnichannel Social Media 2025 83

Upstream Works

FEBRUARY 17, 2022

This is a leading reason why there’s a growing gap between the service that customers expect and what contact centers are able to deliver. At a high level, contact center leaders can see the rationale here, but executing on the vision requires a clear plan. Pillar #1: Pursue Digital Transformation with Existing Infrastructure.

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Contact Center Omnichannel Social Media 2022 78

Daniel Group

APRIL 11, 2022

April 12, 2022 (Newswire.com) – Customer Feedback Advanced Insights, Embedded gives The Daniel Group clients access to a suite of customizable dashboards and deep analytics directly from its cloud-based platform, ExperienceConnect. ExperienceConnect is a secure, robust, cloud-based customer experience management system.

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VDS

OCTOBER 2, 2023

Selecting the right Genesys Cloud partner for your business is essential to successfully designing, implementing, and supporting the Genesys Cloud solution. Key Takeaways Evaluate potential Genesys Cloud partners based on their experience, capabilities, integration, and support offerings.

Contact Center 52

Contact Center Customer Journey Technology Interaction 52

Upstream Works

JULY 16, 2021

It’s easy for contact centers to build a business case for adopting cloud technology – reasons ranging from meeting the needs of today’s customers to finding an economical path to modernizing the contact center. Cloud Contact Center Solutions Help Organizations Remain Current with Applications.

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Contact Center Innovation Call Center Omnichannel 78

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Contact Center Call Center 2027 Customer Satisfaction 105

CSM Magazine

APRIL 12, 2023

True-cloud, workforce-performance leader combines WEM suite with Genesys Cloud CX to give customers a more flexible, feature-rich solution. Enterprise-grade workforce management capabilities, including smarter, faster scheduling to manage service complexities, at scale. s inaugural Power Partner Awards for productivity.

Contact Center 52

Contact Center Return on Investment Omnichannel Employee Experience 52

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Calabrio WFM has transformed resource planning efficiency at Ascensos. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service.

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Multi-Channel 2013 Social Media Customer Care 52

Totango

MAY 17, 2022

B2B sales software can include data from marketing, sales, customer service and customer success management interactions. Today’s leading CRMs tend to be cloud-based. A cloud-based CRM can be accessed anywhere and more easily synced with data from other apps, such as marketing, customer service and customer success apps.

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CSM Magazine

JUNE 8, 2023

Merseyside based contact centre with 1500 people chooses technology to support ambitious growth plans. Calabrio , the workforce performance company, has announced that business process outsourcer (BPO) The Contact Company (TCC) has selected Calabrio ONE software to support the company’s ambitious growth plans.

Multi-Channel 52

Multi-Channel Contact Center Customer Centricity Leadership 52

Upstream Works

MAY 27, 2021

Momentum remains strong for cloud contact center solutions, with most deployments still in their early stages. This is because cloud provides business value across the entire customer service value chain. There is another stakeholder group that benefits from the cloud – agents. In fact, a recent survey from J.D.

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Contact Center Connections 2020 Fashion 78

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical.

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Consumers E Commerce Multi-Channel E-support 59

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.

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Banking 2021 Financial Omnichannel 59

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Is Customer Service Software?

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2022 Customer Service E Commerce E-support 98

VDS

JANUARY 10, 2024

Contact Center as a Service (CCaaS) has revolutionized business-customer communication by offering cloud-based solutions. Choosing the Right Pricing Plan Businesses should consider their volume of customer interactions and demand predictability when selecting a CCaaS pricing model.

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Contact Center Interaction Communication Customer Service 52