Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

continue reading this post »

SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

continue reading this post »

SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

continue reading this post »

Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

continue reading this post »

Large Enterprises May Have Most to Gain From The Cloud

 

July 19, 2013

While we can appreciate conclusions from various consultants and bloggers on No Jitter that many cloud-based vendors have an “emerging-technology premium price” for their services, we think the hypothesis that all cloud services have a higher TCO is far too broad (see Total Cost of Ownership in 2013). Dave Michaels recently followed up and does an admirable job of addressing many of the issues with TCO comparisons (The Pitfalls of TCO).  While UCaaS and disparate configurations...

continue reading this post »

What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

continue reading this post »

Contact Center and CRM Best Practices

Expert Planet - Why and How We Use Virtual Agents

Expert Planet designs, develops and measures targeted sales and marketing campaigns for some of the largest organizations on the planet. Using a unique community of topical experts—talented agents with sales skills and specialized knowledge relevant to client programs—this outsourced contact center service provider is able to quickly deploy, test, measure, and optimize client programs, without operating a physical contact center.In four years,...

continue reading this post »

Call Center and CRM Best Practices

Debunking 5 Myths of Hosted Contact Centers

No Software-as-a-Service (SaaS) discussion is complete these days until someone touts the multiple benefits of moving applications to the cloud. It’s hard to ignore the promise of CAPEX and OPEX savings, especially when many businesses are still recovering from the economic crisis and searching for ways to provide additional value to their customers. But not all SaaS offerings are created equal. Some applications are a better fit for the cloud than...

continue reading this post »

Call Center Week - Review of Solutions

The main topics of interest at the IQPC Call Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.  Attendees were also concerned with the use of social media.

How customers connect to companies is evolving.  Customers want to connect on their own terms with the channel that suites them best.  Vendors are attempting to respond to the customer’s needs with a variety of new solutions.  Below is a recap of exciting technologies and solutions that were at the event.

360'CRM   is a full spectrum CRM...

continue reading this post »

Additional Highlights from Call Center Week 2011

The following are some more information on the vendors who attended the IQPC event.   AnalyticsFor companies frustrated with isolated or disparate data sources, 360'CRM's latest advances in its InSight data analytics tool provides new levels of actionable information for the Call Center or Channel Management practitioner.  InSight not only automatically draws call center performance data in to a common, universally comparable dashboard and report analytics library, it also integrates...

continue reading this post »

Call Center Week – June 2011

The staff of CRMXchange was present at the IQPC Las Vegas Call Center Week. IQPC did a commendable job with the content and speakers in the event. The exhibit hours were long, running close to 11 hours on day one, but the vendors were pleased with the amount of interest that people showed in their products and services. 

We traveled the exhibit hall. Below are some vendor highlights.

Analytics

Contact Solutions – The Continuous Improvement Practice (CI) is based on a unique methodology...

continue reading this post »

Up in the Clouds – The Looming Demise of Premise-Based Contact Center Solutions

Whether you call it cloud computing, software as a service (SaaS) or on-demand systems the move away from premise-based equipment is accelerating rapidly. Two primary factors are driving this move – total cost of ownership (TCO) and Flexible Functionality.  TCO for a SaaS solution is generally much less than that of the premise-based equivalent. This is due to the elimination of needed IT infrastructure, reduction in maintenance efforts and lower deployment costs for SaaS. SaaS solutions... continue reading this post »

Seeing Through the Cloud

Cloud computing is a hot topic in the IT world, and as with many hot topics there’s a great deal of marketing hype associated with it. Hype frequently keeps close company with its friends misunderstanding, unrealistic expectation, uncertainty and very often disillusionment. That’s not to say there aren’t real, and significant, benefits to an IT organization by embracing cloud computing concepts.

The key to success, as with many potentially over-hyped technologies, is being able to separate the...

continue reading this post »

How Cloud-Based Contact Centers Minimize Risk and Increase Customer Satisfaction

In a recent Blog, we reviewed a report from Ovum that analyzed the growth of the hosted contact center market and ranked its leading vendors.

Today, we’ll look at a new white paper from Contactual, a global leader in hosted contact center technology, which concludes that rapid technological changes make on-premises contact centers obsolete soon after they are installed, and suggests how enterprises can eliminate capital expenditures, increase customer satisfaction and stay on the forefront of...

continue reading this post »

How Are Your Partners Handling Your Customers

Companies invest time, money and effort to build brands and implement quality standards with one goal in mind: to enhance the customer experience and t drive customer acquisition and retention. But when you hire a partner, you give up a measure of control over your brand and service.

In an ideal world, your partner’s performance goals and strategies would be perfectly aligned with your own.  The reality, however, is that your partners have their own financial goals and operational challenges....

continue reading this post »