This is the second of a series on omni-channel contact center communications in the cloud. Why would you want to migrate your call center to an omni-channel contact center? Particularly, why move to an unified environment in the cloud? What is it going to give you that you can’t get from your current on-premise system? Read More
This is the first of a series on omni-channel contact center communications in the cloud. Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using business intelligence to offer the customer the best experience in the channel they prefer, be it email, chat, voice, SMS, or Read More
This is the fourth of a series on migrating your call center to the cloud. Once you’ve decided there are definite benefits in moving to a cloud call center, it’s a good idea to plan out the process of migration. In this article we’ll explore best practices to migrate your contact center to a cloud contact center. Read More
This is the third of a series on migrating your call center to the cloud. While the many benefits of a cloud-based call center may be tantalizing, it isn’t uncommon for call centers to put off migration to a virtual solution until some issue forces their hand. While these situations may seem unfortunate at first, Read More
This is the second of a series on migrating your call center to the cloud. Are you experiencing the pain that comes with growth, the expense and hassle of maintaining an on-premise call center, or business performance issues? You may be at the point where you’re thinking of migrating your call center to the cloud. Read More
Migrating your call center to the cloud – first of a series of 4 With all the buzz about moving on-premise call center systems to the cloud, particularly with all the uncertainty regarding the future of the established on-premise vendors, we thought it would be helpful to create a blog series on the topic. This blog Read More
Cloud-based analytics is rewriting the rules when it comes to how enterprises deliver superior customer service. As customer data continues to proliferate, much of a company’s success depends on its ability to quickly integrate and analyze the information across a spectrum of digital interaction channels. The right solution makes interactions across all of these channels possible through Read More
The announcements made at Dreamforce 2015 are sure to impact the way contact centers do business. Among the multiple days of keynote speakers, parties, classes and showcases, five announcements stand out as being most relevant to contact centers. The following five products announced at Dreamforce, if leveraged correctly, will help contact centers increase efficiency and Read More
As the global leader in cloud CRM technology, Salesforce Sales and Service Clouds have carved out a sizable chunk of the market with a feature set that includes a robust agent desktop, reporting and analytics, and support for multiple customer interaction channels. Read More
Outsourcing customer service and support to a call center can help you save time, boost your profits and provide your customers or clients with a better experience. Read More
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