InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Insights 195

Insights Sales Interaction Metrics 195

Talkdesk

NOVEMBER 25, 2020

To meet the demand, businesses will need to scale their technology and their people. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents.

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

CSM Magazine

MARCH 20, 2025

For instance, a sales-focused call center may require tools like predictive dialers, while a customer support hub might prioritize interactive voice response (IVR) systems. Decide on a Budget Your budget will determine the tools, staffing, and type of call center you can afford. Keep in mind: Technology and software costs.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

Talkdesk

FEBRUARY 16, 2021

Even organizations that adopted substandard technology have experienced improved employee productivity, higher customer satisfaction (CSAT) scores and lower operating costs. These capabilities are increasingly important as organizations seek to make many of their WFH policies permanent.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Calabrio

FEBRUARY 28, 2025

And with the help of voice analytics solutions, call centers can leverage AI to turn the voice of the customer into a source of valuable insights. Voice analytics, in short, is technology that transforms spoken words into actionable insights. Modern systems handle both high-quality digital recordings and lower-quality audio inputs.

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

BlueOcean

DECEMBER 4, 2019

Blue Ocean partners with a certified PCI-compliant solutions provider that uses Dual Tone Multi Frequency (DTMF) technology to ensure all our agent-handled interactions are secure. Neither is it stored in your or your outsourcer’s software system or in call recordings. Let’s explore what that looks like. DTMF for the Win.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

BlueOcean

JANUARY 23, 2024

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. Plus, rent is only one piece of the puzzle – don’t overlook the cost of maintaining, heating, cooling, lighting, and furnishing the place. Price per seat quickly adds up.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

BlueOcean

NOVEMBER 6, 2019

Though technology has grown progressively cheaper over the years, the number of technical elements needed to support each contact center agent has actually increased. Plus, rent is only one piece of the puzzle – don’t overlook the cost of maintaining, heating, cooling, lighting, and furnishing the place. Price per seat quickly adds up.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. Call center technology. Virtual Call Center.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

BirdEye

DECEMBER 26, 2023

You can use VoIP on computers, tablets, smartphones, and other VoIP-enabled devices to make and receive calls. VoIP services for businesses include unlimited international calling, voicemail, call recording, caller ID, voicemail-to-text/email, etc. VoIP technology is quite simple. What is a VoIP number?

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Calabrio

MARCH 10, 2025

New developments in technologies like Generative Conversation Intelligence (GenCI) enable Large Language Models (LLMs) to sift through vast amounts of customer data from various channels, such as call recordings, emails, chats, and social media. Conversation intelligence technology can play a pivotal role in this process.

Retail 40

Retail Brands Contact Center Apparel 40

Totango

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. Connect engagement to communications Record your calls! To get started, focus on easy and fast wins like call recording.

Innovation 101

Innovation Call Recording Customer Success Government 101

InMoment XI

DECEMBER 13, 2024

Call transcription tools record calls in textual format for easier analysis. Instead of listening to a call recording all over again, you can save valuable time by skimming through a handy transcript. This pre-processing step enables it to generate a complete and accurate call transcript.

Call Center 195

Call Center Contact Center Social Media Metrics 195

CSM Magazine

JUNE 10, 2021

On top of this, those common issues like low budgets, IT issues and the need for new technology will fade away. Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

UJET

JULY 7, 2020

In UJET’s 2020 The State of Customer Experience Survey , 54% of respondents said there were “some silos” in their technology integrations. 30% said there were “lots of silos” when it came to how well their contact center technology integrated with one another. Only 7% said their technologies were “well integrated.”

Engagement 96

Engagement Contact Center Call Recording Metrics 96

CSM Magazine

FEBRUARY 23, 2021

Digital transformation acceleration drives cloud contact centre adoption of Calabrio workforce engagement management technology. When Calabrio surveyed its customers recently 72% of organisations stated they are either moving to the cloud, are already there or plan to increase their investment in cloud technology in 2021.

Technology 52

Technology Telecommunications Call Recording Insurance 52

Calabrio

MARCH 22, 2025

When a single call, text, or even chatbot message is charged with so much potential impact, the task of effective contact center management has taken on a new level importance. How do you ensure all those layers of teams, policies, processes, and technologies are pulling in the same direction?

Contact Center 52

Contact Center Management Call Center Measurement 52

TechSee

AUGUST 26, 2024

One common “magic bullet” fix is to deploy technology that can help less-experienced representatives. However, poorly implemented technology, a lack of integrations, and new technology training create additional issues, leading to service inefficiency.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. Agent time is optimized, enabling them to devote more time to higher-value work that results in greater customer experience.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Happy customers are more likely to become repeat customers and brand advocates.

2025 52

2025 Contact Center Call Center Average Handle Time 52

Thematic

DECEMBER 15, 2024

How to apply sentiment analysis to voice calls There are a few things you need to consider when analyzing voice calls. Firstly you’ll need to transcribe your call data into text using speech-to-text technology. Once you have this data you can upload it to Thematic or another AI sentiment analysis tool.

Contact Center 62

Contact Center Net Promoter Score Social Media Average Handle Time 62

NICE inContact

SEPTEMBER 20, 2019

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago.

Contact Center 63

Contact Center Call Recording Document ROI 63

Talkdesk

MAY 6, 2020

But business agility and innovation to compete and win on customer experience are severely hindered by the typical contact center technology stack today. The Frankenstein World of Contact Center Technology The typical contact center is an amalgamation of disparate and mostly siloed technologies.

Contact Center 80

Contact Center 2010 Competitive Advantage Call Recording 80

SurveySensum

OCTOBER 29, 2024

It Enables Data-Driven Decision-Making : Insights derived from analytics that are backed by numbers and data, enable businesses to make precise and informed decisions regarding staffing, technology investments, training, etc. This ensures that the right resources are in place, making the contact center more effective and streamlined.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Calabrio

APRIL 11, 2025

Does technology ever stand in the way of effective issue resolution? Technology proficiency: Ensure agents can confidently navigate the essential tools, including logging into systems, using the basic functions of the CRM, handling contacts through the communication platform (phone, chat, etc.), switching from chat to call).

Contact Center 52

Contact Center 2025 Call Center Average Handle Time 52

Win the Customer

JUNE 5, 2017

Look to virtual call center software for high-end features suitable for small businesses to large corporations, like call recording, auto attendant and a single communication system to connect everyone in your business.

Customer Service 88

Customer Service Call Recording Mobile Customer Service Call Center 88

Inbenta

MAY 7, 2021

You can use technology to monitor performance, while feedback from high-performing agents can be used to help those struggling to keep up. For instance, you can adapt the technology you use to suit a particular demographic. This plan should be customer-centric, and one thing to consider is your customers needs.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

Call Experts

NOVEMBER 25, 2020

VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines. Do you know what VoIP is? click here.

Contact Center 64

Contact Center Call Recording 2020 Reference 64

BirdEye

DECEMBER 22, 2023

Voice over Internet Protocol phone systems Voice over Internet Protocol (VoIP) systems use the internet to make and receive calls, converting voice into digital signals. This technology allows you to make calls from computers, VoIP phones, or traditional phones with adapters.

Communication 111

Communication Demo Call Recording Connections 111

CSM Magazine

SEPTEMBER 21, 2021

The best solutions unify call recording, quality management, workforce management, multichannel analytics and advanced reporting to connect the dots between organisations and changing customer needs. Simplify processes and technology to spend more time on what matters most including your customers and employees.

Omnichannel 59

Omnichannel Call Recording Technology Interaction 59

Inbenta

AUGUST 17, 2021

Twilio Voice API gives developers control over their calls, with APIs built for a wide variety of uses from basic phone-to-phone calling, app-to-phone calling, Interactive Voice Response (IVR), conference calling, SIP interfacing, call recording, transcription, call tracking, and more. Audiocodes.

Customer Service 94

Customer Service Competitive Advantage Call Recording Interaction 94

Calabrio

MARCH 4, 2025

In fact, with new developments in technologies like generative AI (GenAI), conversation intelligence tools can now be trained on very large data sets, called Large Language Models (LLMs), which can be used to surface more accurate and trustworthy insights. Not all conversation intelligence tools analyze data the same way.

Contact Center 40

Contact Center Multi-Channel Insights Sales 40

CSM Magazine

MAY 31, 2023

One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording? What Can Call Center Recording Offer?

Call Center 52

Call Center Call Recording Customer Service Representative Metrics 52

Call Experts

SEPTEMBER 15, 2023

Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement. Technology Integration: Leverage customer relationship management (CRM) systems and call center software to streamline call-handling processes and access customer information efficiently.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

Talkdesk

FEBRUARY 20, 2019

If you’ve ever eaten at a fast-food restaurant such as McDonald’s, Burger King or Tim Horton’s you were probably thinking about the food you were ordering and/or eating, and not the technology enabling the restaurant to provide you with great service. In fact, SICOM technology is used in 30,000 restaurants in 62 countries.

Contact Center 47

Contact Center Call Recording 2018 Events 47

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. We needed service in the cloud that was a full phone solution and was integrated with the rest of our business.

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66