Reduce Call Volume by 30% through smart IVR deflections to SMS and WhatsApp messaging channels

With digital omnichannel solutions making deeper inroads into the contact center industry, are telephone conversations nearing their climax? Not really. Infact, according to a Gartner prediction report, close to 75%

The contact center industry has seen a whirlwind of ups and downs, especially since the pandemic hit us. While many businesses started functioning “as before”, many lacked the understanding of

According to Forbes’ list of CX statistics, 75% of customer experience management executives believe that customer experience, or CX, is extremely important for the company. There is always space for

The holiday season is a busy time for contact centers. Customer interaction rises manifold across all touchpoints. As frontline workers handling this barrage, your contact center agents must deftly handle

Contact center productivity is a process that can’t be centered around sub-optimal guesswork. What it requires is clarity into performance and enhanced agent accountability. Metrics are a powerful way to

Exceptional customer service is the backbone of any company yearning for revenue growth. A significant part of this good service stems from having seamless access to customer data, however, the

The way you respond to customer service requests has a big impact on how loyal your customers are. When clients contact us with questions or issues, they want a response

CTI connectors efficiently leverage agent productivity and enable them to deliver services at par with customer expectations. Empowered with efficient state-of-the-art functionalities, they bridge the gap in contact center workflows.

How many of us call the toll-free numbers to get our queries resolved? Or pick up calls from unknown numbers (tagged spam)? The old call centers are as good as

You have probably heard of chatbots; perhaps you have even engaged with one online. Maybe you’re here today wondering if you should use a chatbot on your website. If that’s

Plug the inherent loopholes in disparate Cisco and Salesforce technologies to deliver a delightful customer experience. With the dawn of digitalization, customer expectations have gone up manifold. Annoyed and frustrated

Empowering your employees to create an exceptional member experience In the digital era, repeatedly identifying themselves to the Credit Union is highly frustrating for the members. This increases call handle

Creating customer experience goes beyond using Contact Center Software When it comes to expectations from contact center industry, customer experience continues to be atop. Now the customer will not be

Contact center solutions are powerful enough to make or break the customer experience You can imitate the best products but not the customer experience. And the present era is all

Planning to buy or upgrade your Contact Center Agent Desktop? While getting ready to install new contact center agent desktops, there are a number of questions and doubts that you

Cost is no more the deciding factor for contact center software selection Contact center industry is undergoing numerous advancements that are targeted to achieve ever-rising customer expectations for a personalized

Personalize and enhance member experience with top Credit Union contact center technologies Delivering a great member experience is not a piece of cake. It is a challenge even for Credit

Business revenue is not just about delivering personalized customer experience Today, customers are ready to pay more for a memorable brand experience, but that’s not limited to personalization or quality

Customer engagement needs to be transformed with time to meet the ever-evolving CX. The old school tricks and technology exist no more. With depletion in the customer base, it can

According to a study, 70% of customers do not favor repeating information to representatives each time. Whereas 60% of people consider long wait time is one of the most frustrating

Every moment of every interaction is an opportunity to not only learn about customers but add value to their experience. Standard reporting tools and dashboards with limited flexibility do not

At a time of high financial volatility, customers want consistent and personalized customer support when and how they prefer. Banks and Financial Institutions need to be customer-centric but personalizing customer

In today’s world, healthcare customers expect transparency, clarity, and a frictionless experience when interacting with payers and providers. Many providers and healthcare organizations understand the importance of prioritizing patient and

With 2 billion users globally and 450 million active users daily, WhatsApp has transformed the traditional way of customer engagement. Over 5 million businesses have already started using this potential

As the adoption of cloud contact centers increases, it’s becoming increasingly important to optimize the contact center for nextgen performance with the right integration.

The future of customer experience revolves around being digital-first and engaging over channels based on customer preference. However, will adopting channels like web chat, social media, instant messaging, text or

With modern buyers more adaptable to digital technologies, the customer experience is at the forefront of how customers rate the brands. This makes the “Digital First” approach imperative for businesses