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“Weathering the Storm” – How Customer Communications Can Cope in a Crisis

Once again weather is making the headlines – and the forecasts make grim reading. Freezing winds, thunder snow, dangerous black ice, are all apparently in the offing. For businesses, disruption is almost inevitable at this time of year as employees struggle to make it in to work, find offices closed when they get there, or [...]

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Four TCO Wins for Service Providers Using Multi-Tenant CCaaS

This post originally appeared at jackitessmer.ulitzer.com For IT systems integrators (SI) selling networking, application and infrastructure solutions, and for telcos offering broadband and voice services, expanding into selling contact center software is a natural – and smart – choice. For quite some time, communication service providers (CSPs) have offered a portfolio of applications to customers that [...]

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The Case for Proactive Outbound Notifications in Healthcare Contact Centers

This post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up with rising expectations for service. This is perhaps most evident in the healthcare sector, [...]

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CCaaS is The Smart Way to Solve Customer-Facing BPO Challenges

As companies’ omni-channel customer experience demands increase, savvy BPO (Business Process Outsourcing) providers are turning to the cloud to provide flexible and scalable contact center offerings. Aberdeen research found that customers having a wealth of information on competitors and expecting a consistent experience across all channels were the two main concerns keeping Customer Experience Management [...]

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Proactive Outbound Communications – Helping Utilities Improve Customer Satisfaction

Empowered with more choices for energy consumption, consumers are no longer tied to a single regional provider. Recent trend analysis conducted across numerous Aberdeen Group studies shows that the percentage of energy and utility companies citing the need to improve customer satisfaction as a key objective has almost doubled between 2012 and 2015. To prevent [...]

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What’s Next with Cloud Contact Centres?

Like many other sectors, the contact centre market has been hugely changed by the emergence of cloud. In the last few years, this has become a central part of how many companies conduct their operations, and it’s a trend that’s only set to continue in the coming years. So what’s next for Cloud Contact Centres? [...]

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“Weathering the Storm” – How Contact Centres Can Protect Themselves

In Britain, we spend an unhealthy amount of time discussing the weather, but the horrendous storms of the past few months have wreaked havoc across the UK and the disastrous consequences are rightly dominating the headlines. The storms forced many people to abandon their homes and latest estimates suggest that it will be the wettest [...]

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Contact Center Service Provider (CCSP) estimated as the most widely-used global Cloud Contact Center Platform

DMG Consulting, founded by Donna Fluss, has long been one of my favorite analyst firms because of the depth and breadth of their understanding and expertise in the contact center (as well as other) application space. They are known for publishing very detailed, informative and comprehensive reports no matter the topic. That’s why we are [...]

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Business Case for Service Providers to offer CCaaS – Contact Center in the Cloud (Part 2)

In my previous blog post, I explained how service providers are ideally positioned to offer Contact Center-as-a Service (CCaaS) by having the core infrastructure, network and operational ability needed to deliver cloud applications as a service. What is very important to note, is that while established contact center vendors have been bringing various forms of [...]

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Business Case for Service Providers to offer CCaaS – Contact Center in the Cloud (Part 1)

2016 has been dubbed “the Year of the Customer”. Carriers, multiple-system operators (MSO) and other service providers have the unique opportunity to create new, recurring revenue streams and to help their business customers with the complexity of managing an effective customer experience program. Brand loyalty is at an all-time low as an ever-increasingly competitive landscape [...]

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