ICMI Contact Center Expo and Conference Summary (Part 4)

With expectations constantly rising, companies are seeking service options that allow companies to learn more about their customers to help them resolve issues and complete transactions quickly and efficiently.  Innovative solutions abounded at ICMI Contact Center Expo with updated multichannel customer experience measurement tools, versatile contact center management solutions and advanced support applications. In this final report, we review some products presented on the exhibit floor.

Dialoga ...

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ICMI Contact Center Expo and Conference Summary (Part 3)

Beyond the opportunity to get product information from approximately 70 suppliers, professionals at the ICMI Contact Center Expo in Orlando, FL (May 4-7) were able to take advantage of a number of educational and social events in and out of the exhibit hall. The show floor included book signings, Solution Spotlight sessions focusing on the benefits of specific products, an opening night reception, an Awards Party, as well as external site tours of the Disney World Reservations Center, Jet Blue...

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ICMI Contact Center Expo and Conference Summary (Part 2)

There was a buzz on the show floor during exhibit hall hours at the ICMI Contact Center Expo and Conference. The organizers kept the hall open during times when there weren’t any formal conference sessions scheduled. This concentrated timeframe gave exhibitors greater access to the contact center professionals in attendance, keeping them constantly busy discussing their solutions. In this second part of our coverage, we examined the perspectives of PSS Help, Salesforce Service Cloud and TCN.

In...

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ICMI Contact Center Expo and Conference Summary (Part 1)

The 2015 ICMI Contact Center Expo and Conference brought executives,  managers and supervisors together at the Walt Disney World Dolphin Resort in Orlando, FL from May 4-7. The event provided diverse educational and networking opportunities, a comprehensive exhibit hall displaying the latest products and services, case studies, and site tours.

After an opening night reception on Monday, ICMI Contact Center Expo kicked off with a Tuesday keynote address by Dennis Snow, a long-time Disney executive...

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WFO Can Be More than the Sum of its Parts: Don’t Forget the Human Side

As a frequent keynote speaker on workforce optimization at tradeshows and conferences, Roger Lee (AKA Dr. WFO) is always a little surprised when some of the contact center professionals in the audience don’t know what the acronym “WFO” means.

Most people are more familiar with the term Workforce Management (WFM), which is actually a component of WFO. Workforce optimization is a more inclusive technology that not only incorporates staffing requirements, but usually includes tools for strategic...

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PACE National Convention & Expo Summary

PACE, the Professional Association for Customer Engagement, is a non-profit industry trade organization dedicated to helping companies that take a multi-channel approach in engaging their B-to-B and B-to-C customers. PACE held its annual national convention and expo at the Atlanta  Marriott Marquis from April 19-22, 2015. Delegates from the full spectrum of contact center operations and businesses turned out to gain insight on the latest evolving technologies, and to stay on top of...

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Multi-Channel and Omni-Channel Contact Centers

 Contact centers are evolving constantly, challenging management to come up with more efficient strategies. A majority of CRM technologies strive for the same goal: to provide as much intelligence as possible so that the customer can be given a solution without requiring a live agent.

According to Gartner Inc., over the next few years customers will begin managing up to 85% of their brand relationships without interacting with people. To help with this change, contact centers are adopting...

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2015 is Going to be a Great Year for Contact Centers

The article below is a reprint from the December DMG Consulting, LLC The Real-Time Contact Center Newsletter.

"Here are 4 hot contact center trends that are expected to attract substantial investments during 2015. All of these trends will make substantial contributions to their enterprises, customers and employees.

1.Cloud-based contact center infrastructure solutions - The contact center infrastructure (automatic call distributor (ACD) and dialer) market has changed dramatically. Companies are no...

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ICMI Contact Center Demo and Conference - Product Review

 

The ICMI Contact Center Demo and Conference, one of the industry’s leading fall events, took place at Chicago’s Hyatt Regency from November 3-5.  The conference included more than 50 sessions with a roster of influential speakers from leading end user companies, as well as analysts and suppliers.  We caught up with a few of the solution providers demonstrating their latest products on the exhibit floor.

acisionoffers a  suite of smart communication solutions designed to help contact centers...

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SpeechTEK/CRM Evolution/Customer Service Experience Review: Part 4

In this final wrap-up of the New York events, we review new developments from several key solution providers.

CorvisaCloud is within a few weeks of releasing its cloud contact center platform as a standalone solution. It has been part of the CorvisaOne suite, but will now be available as a “true PaaS (platform as a service) which offers an infrastructure and testing framework that will enable companies that use it to write their own code and be done,” according to Matt Lautz, President and CIO of...

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SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

When customers anywhere in the world want to know more about a product or service or are simply seeking general information, they now expect accurate, detailed answers almost instantaneously. Many of the innovative solutions on display on the exhibit floor offered businesses new ways to respond to the non-stop flow of questions without increasing their call volume. In addition, suppliers also provided new tools for better employee communication.

Inbentaoffers semantic search capabilities for...

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Faster, Smarter, Safer: Revolutionize Service in Real Time

This post was written by Miki Migdal, President, Enterprise Group, at NICE Systems.

If you’re anything like me, you love the way digital technology has made our lives so much easier. Remember the days when you actually had to look in a phone book to get someone’s number? Or even a year or two ago when you had to phone a cab company instead of just pressing a button on a Smart phone app?

The thing is, as technology gets smarter and faster, customers get used to instant services and information....

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Call Center Week - Reviews and Interviews - Part VI

For most businesses that haven’t already migrated their contact center to the cloud, the ultimate decision that needs to be made is not “whether” to take the step, but “why” and “when.” While continuing to acknowledge the cost and productivity benefits of making the transition, solution providers can also provide a plethora of additional incentives, including dramatically enhanced flexibility, creating a competitive advantage and increased functionality. As always, cloud solutions were plentiful...

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Call Center Week - Reviews and Interviews - Part V

With customer expectations constantly rising, companies are seeking service options that allow people to get information, resolve issues and complete transactions more quickly and efficiently.  Innovative solutions abounded at Call Center Week with enhanced chat, co-browsing, click-to-call and IVR front and center. In this report, we review a few of the more interesting products presented on the exhibit floor.

Connect First From the customer perspective, the ongoing issue with IVR systems is that...

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Call Center Week - Reviews and Interviews- Part IV

Businesses are seeking innovative contact center solutions that enable them to engage customers via an expanded range of functionalities. Companies want their multichannel campaigns to deliver a consistent yet individualized message across every touch point, and even have the capability to bridge the gap between digital and print media.  Organizations also wish to be able to track calls, send out SMS and voice broadcast messages and deploy predictive dialing solutions that offer...

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