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 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

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

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

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

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

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

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 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

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.

Feedback 66

Feedback Engagement Marketing Contact Center 66

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. And as Forrester points out, the resulting dashboards and word clouds that point to top call drivers aren’t enough either.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Ecrion

JANUARY 12, 2021

Cloud CEM Generates Leads |. Embraces Diverse Solutions | 5. Like many business operations, CEM is moving to the Cloud (and becoming more effective as a result of this shift). Read on to learn how cloud customer experience management will improve and streamline communications with the client base that matters most.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

Talkdesk

MAY 11, 2020

“Since moving to Talkdesk, we have shifted our entire workforce out of the office and into their homes, quickly and easily. Internet Travel Solutions (ITS) is a leading, global travel management company that focuses on smart, fast and easy solutions, with products and services to solve customer problems and provide long-term value.

Travel 61

Travel Contact Center Hospitality Innovation 61

Talkdesk

APRIL 7, 2020

Participants will learn: Approaches that help your employees move from a task mindset to an experience mindset. More about Opentalk 2020 Virtual Opentalk 2020 Virtual will include breakouts on how to keep business moving forward even in times of crisis. . Save the date! Four specific strategies for wowing customers every time.

Customer Service 81

Customer Service Contact Center 2020 Wireless 81

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. This is your company’s justification to move to the cloud immediately.

Call Center 105

Call Center Contact Center Events Travel 105

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. These organisations require an innovative yet reliable solution to help them manage unprecedented levels in demand.”. Before joining Calabrio, Niall spent 6 years with Qlik as Industry Solutions Director.

Technology 52

Technology Telecommunications Call Recording Insurance 52

Magellan Solutions

JANUARY 22, 2024

Running a small-medium enterprise today means constantly looking for outsourced business solutions to improve the business and keep up with the competition. So, by pursuing strategic outsourced business solutions, SMEs can secure the talent, technology, and operational capabilities required to level up.

Technology 52

Technology 2022 Communication Customer Relationship Management 52

CSM Magazine

JANUARY 18, 2023

I am excited to see how Kevin moves the company forward.” Calabrio is an innovative disruptor in the cloud-first contact center market, across enterprises of all sizes. Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. About Calabrio Calabrio is a trusted ally to leading brands.

Contact Center 52

Contact Center Customer Centricity Leadership Technology 52

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. If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. Technology always needs focus.

Contact Center 79

Contact Center 2022 Omnichannel 2025 79

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from just 4% a few months earlier.

Travel 63

Travel 2020 Innovation Omnichannel 63

Eptica

SEPTEMBER 10, 2020

19% of UK contact centres revealed that they were looking to update their call recording solutions. In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation.

Call Recording 74

Call Recording 2020 Technology Customer Journey 74

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. Transform your business.

Contact Center 56

Contact Center Competitive Advantage Customer Centricity Financial 56