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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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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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Contact Center: SP – The Prescription for Effective Healthcare Communications

Enghouse Interactive raises health enterprises to new levels of communication and care with the most advanced all-IP contact center platform in the industry. Enghouse Interactive Contact Center: SP (formerly CosmoCom CosmoCall Universe) supports optimum care with a lower TCO and a more favorable ROI than any comparable system.

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