Read about new Contact Center and CRM product releases here.
Avoiding the Breach: Taking the Next Step Beyond PCI-DSS Compliance to Minimize Contact Center Risk
— Presented By: Eckoh
Whether a company is selling products, providing services, or making reservations for dining or travel, taking credit card information on the phone or in chat sessions is an integral part of customer interactions. While maintaining compliance with PCI DSS standards
nVoq Agent Assist Tools - Designed by Agents for Agents to Harness the Benefits of RPA
— Presented By: nVoq
Robotic Process Automation (RPA) has long been touted as the technological foundation of a revolutionary movement to improve the cost efficiency of contact center operations and pave a new path to a consistently superior customer experience. While the potential for
Leaving the Legacy Behind - Talkdesk Brings the Contact Center Up to Speed with the Digital World
— Presented By: Talkdesk
It’s not something you haven’t heard before the transition from premises based to cloud based systems has been going on for more than ten years. Cloud initiatives are now commonplace in every type of business system…CRM, Helpdesk, HR, and Finance.
Twilio - Acquisition of Ytica Signals More Assertive Approach to Expansion in the Contact Center Market
— Presented By: Twilio
Twilio took a significant step forward in its quest to become a leading player in the contact center infrastructure market with the recent acquisition of Ytica, a specialist in customizable contact center reporting, speech analytics and workforce optimization software. Over
Calabrio Analytics Offers Triple Threat Capabilities for Building the Bottom Line
— Presented By: Calabrio
When it comes to increasing profitability in the contact center environment and achieving ROI on technology investments, there are usually three key areas of focus Driving down operating costs by lowering call volume Boosting customer satisfaction and NPS by uncovering
Improve the Self-Service Experience
— Presented By: Aspect
According to the 2017 Aspect Consumer Experience Index, automated assistants are now a routine part of nearly half of consumers’ lives. In fact, over half of Millennials surveyed would rather interact with an intelligent assistant for customer service than speak to
In an Up and Down Season, New York Mets Team with Avaya to Build a Connected, Collaborative Work Environment
— Presented By: Avaya
In describing the fate of the New York Mets on the field in 2018, the cliché used by baseball writers and sportscasters is that it’s been a roller coaster ride. After a sizzling start climbing to the top of the
Sharpen Hones a Platform that Enables Businesses to Perfect the Omnichannel Agent Experience
— Presented By: Sharpen
One of the most pervasive clichés used by suppliers is that their solution “delivers a seamless customer experience across all channels.” But in the real world, few of these products account for the needs of the agent who is still
Twilio’s Launch of Flex Platform Is Turning Heads in the Industry
— Presented By: Twilio
The introduction of Twilio Flex, the company’s first complete contact center platform, was the subject of much speculation before it was unveiled at the 2017 Enterprise Connect conference. The actual announcement generated a tsunami of media coverage during the event,
NICE inContact Takes a New Path with CXOne, Their First Jointly Promoted Pure Cloud Platform
— Presented By: NICE inContact CXone
When a customer engagement product is launched under the banner of ‘meeting the evolving expectations of customers for seamless omnichannel experience’ and ’enabling businesses to act smarter and respond faster,’ it’s not always earth shattering news. But when the solution
ZohoOne: An “All-You-Can-Eat” Application Suite at A Price That Any Business Can Swallow
— Presented By: ZohoOne
As the lines of distinction continue to blur between sales, marketing and customer support, there has been a growing need for a solution that can bring all the disparate information from these business units together while integrating needed apps as
inContact Analytics Provides Actionable Insight from Every Voice, Email, and Chat Interaction
— Presented By: NICE inContact
It’s one of the mysteries of the ages in contact center operations. Why does one group of customers consistently praise the service they receive while another group does nothing but submit negative feedback? What causes such wildly diverse reactions in
NICE Quality Central: A Game-Changing Enterprise Quality Management Solution - Work with Any Recording Platform and Incorporate Data from Any Source
— Presented By: NICE Systems
If you ask business executives how important it is to have a
comprehensive quality management (QM) solution, most invariably answer that it
is a key priority. NICE has introduced an all new enterprise-scale quality management
solution designed to change the equation.
Nanorep Chatbots Focus on Understanding What the Customer is Asking to Deliver Personalized Service
— Presented By: Nanorep
Nanorep, a provider of self-service virtual assistants, and smart
bot solutions, takes a different approach.
West Uses its Extensive Call Center Management Experience to Design a Superior Cloud Contact Center Solution
— Presented By: West
To earn the type of customer loyalty that engenders repeat business and referrals, every interaction that a company’s agents have with consumers needs to be transparent, simple and helpful.
Yactraq Puts QA and Business Intelligence in Context with Speech Analytics Insights Driven by Machine Learning
— Presented By: Yactraq
Speech analytics is inarguably one of the most valuable tools that businesses can deploy to understand the changing requirements of their customers and monitor the day-to-day performance of their staff.
Avaya is a Powerful, Affordable Workforce Optimization Solution for Midsize Organizations
— Presented By: Avaya
Getting the best possible performance out of front line personnel is a critical element of delivering the kind of superior customer engagement experience that helps keep companies stay competitive.
Mitel Steps up to the Plate with Advanced Mobile Communication Capabilities to Support the MLB All-Star Game
— Presented By: Mitel
By unifying communications platforms, Mitel also provides the flexibility and scalability required for the Padres to handle added demand for All-Star game tickets as well as additional major entertainment events.