Pointillist

NOVEMBER 11, 2019

Measure First Call/Contact Resolution with Journey Analytics As customers increasingly interact with businesses across multiple channels, organizations are shifting to measuring First Contact Resolution instead of First Call Resolution. Customer behaviors vary across different channels.

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

BirdEye

MARCH 1, 2024

Are you a multi-location business struggling with time zone headaches and frustrated customers? Juggling customer calls across different locations and time zones can be a nightmare. Missed calls, confused customers, and a strained support team are just a few of the consequences.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment.

Contact Center 63

Contact Center Call Recording Document ROI 63

SurveySparrow

APRIL 22, 2020

Boost your customer service by managing and closing the maximum number of tickets through a multitude of channels like phone, email, web, social media, mobile app etc. The context-aware help desk software can help you manage and close numerous requests through multiple channels.

2020 52

2020 Multi-Channel Omnichannel Document 52

Calabrio

MARCH 4, 2025

Conversation intelligence gathers and interprets customer interactions across various communication channels. Uncovering hidden customer insights With analysis across every channel, businesses can get deep, detailed answers to unlock a new level of customer understanding.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

Gainsight

FEBRUARY 21, 2023

Examples of such processes could include a streamlined way of saving transcripts of customer call recordings to your centralized customer notes. Multi-channel delivery will increase response rates, and once completed, automation should put the customer into any one of the mentioned digital workflows based on their response.

Customer Success 52

Customer Success Multi-Channel Webinar Call Recording 52

Clarabridge

AUGUST 15, 2017

Advanced technology, such as Clarabridge, can help you transcribe 100% of your call recordings, along with integrating voice data with chat logs, agent notes, emails, social interactions, CRM data and more for multi-channel visibility. Increase agent efficiency: Use social media to provide customer care.

Contact Center 45

Contact Center Multi-Channel Call Center Call Recording 45

NICE inContact

JULY 23, 2015

In any given contact center, of any size, you will find a multitude of solutions to manage forecasting, scheduling, IVR, ACD, call recording, quality management, performance management, etc. Single Multi-Channel Interface. In many cases these systems are disjointed and rarely communicate with each other.

Contact Center 48

Contact Center Multi-Channel Social Media Call Recording 48

SurveySparrow

AUGUST 31, 2020

Here are some of the features that make it appealing: Lead management : Freshsales helps with lead capture, gives you a platform to nurture the leads, distribute, and verify leads using various channels of communication. Multiple channels : With the help of open channels, all the popular social networks can be connected with Bitrix24.

Sales 59

Sales Management 2020 Multi-Channel 59

Kustomer

JANUARY 14, 2021

He says, “So when you think about your support as a business and how you’re enabling your customer, educating your customer and supporting your customer, you have to do that through many different lenses, through many different channels.” And you drive consistency for those channels. Are we sharing the same message? Ed Porter: (08:12).

Multi-Channel 57

Multi-Channel Contact Center Customers Sales 57

Calabrio

JUNE 1, 2020

Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter where the agent sits is a must—especially in today’s environment. This should come standard, at no extra cost.

Call Recording 52

Call Recording Multi-Channel Contact Center Definition 52

CustomerSuccessBox

FEBRUARY 20, 2022

A call recording facility is available to avoid writing logs Manage amazingly all the accounts with a 360-degree view of them. Visibility to the granular level data is possible with multi-level functionality. Target audiences can be communicated through custom action using multiple channels and allow easy tracking of the events.

Measurement 52

Measurement 2022 Customer Success B2B 52

Magellan Solutions

JULY 15, 2021

They helped the organization listen to call recordings. Until they perfectly refined their calling strategy to maximize positive results. Their main focus is on engineering, research, and development of various motion equipment for multi-purpose use. That way, they made some changes based on prospects’ feedback.

Call Center 40

Call Center B2B Sales Retail 40

RapportBoost

OCTOBER 16, 2018

We’ve been looking at this category as part of the Interaction Analytics because conversations between people that made calls in their contact centers have become multi-channel and unstructured. Dan: The call recording leaders certainly took the leading role and some of the acquisitions that they made.

2011 45

2011 Multi-Channel Contact Center Call Recording 45

Magellan Solutions

DECEMBER 10, 2019

Regardless of the channel and the type of customer service you need, whether it is voice or non-voice function, contact centers got your back! . Outsourced customer service channels. Outsourced Customer Service Channels. RingCentral – It transforms your desktop into a call controller with an array of features and options.

Customer Service 98

Customer Service Contact Center Multi-Channel Social Media 98