• Cloud Migration is Still the Future of the Contact Center

    For several years now, cloud migration has been a hot topic across multiple industries, offering the promise of greater flexibility, scalability, and security at greatly reduced costs to companies. These tremendous benefits took the contact center industry by storm, resulting in a booming trend for the adoption of cloud-based contact center solutions. According to DMG Consulting, between 2008 and...

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  • 5 Tips for Optimum Video Customer Engagement

    Video has been a popular medium for ages, but its potential for customer engagement has truly soared in recent times. The popularity of messaging platforms that integrate video calling such as Skype, WhatsApp, WeChat and, most recently, Facebook Messenger, is a testament to the way a traditional channel can be used to enhance modern communications. Similarly, video has also...

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  • 5 Ways Visual IVR Enhances the Self-Service Experience

    Self-service goes hand in hand with customer empowerment. These days, many customers are on the go and seek quick answers. Giving them the tools for faster yet optimized service is key to winning their confidence and long-term loyalty. One such tool is IVR, or interactive voice response, a telephony menu system that uses either speech-recognition or touch-tone technology to...

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  • 7 Best Practices for Effective Call Quality Monitoring

    These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps. For this reason, it’s important not to overlook the all-important voice channel: As many studies have shown, it remains a trusted channel for complex customer situations as well as a preferred method of contact among older consumers. With effective call quality monitoring practices,...

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  • Top 4 Benefits of IVR Systems for Customer Service

    Automation is quickly becoming the rule for delivering faster and richer customer experiences. Giving customers self-service options is key to empowering them and winning their long-term loyalty. One of the most sophisticated tools for great automated service is IVR, or interactive voice response. IVR systems are telephony menu systems that use either speech-recognition or touch-tone technology to enable the...

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  • Top 5 Reasons to Move Contact Centers to the Cloud

    Cloud solutions have increasingly become the solution of choice for many contact centers. A MarketsandMarkets forecast predicts that revenue for cloud contact center technology could reach $15 billion by 2020. As contact centers seek to streamline processes and improve efficiency, cloud solutions offer the perfect answer to meeting such demands while fueling greater customer experiences. Here are five top...

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