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Blog Entries tagged as: omni-channel

  • 8x8 Partners with Genesys Cloud CX for Better Collaboration

    8x8 Partners with Genesys Cloud CX for Better Collaboration

    May 17, 2022
    Businesses today can't afford to only give one or two ways for customers to reach them. That is why 8x8 and Genesys are teaming up to create a robust contact center solution that can satisfy the increasing need of having multiple communication channels.
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  • How Self-Service Increases Efficiency for Your Contact Center

    How Self-Service Increases Efficiency for Your Contact Center

    Apr 19, 2022
    Time is valuable, especially in a high-volume call center. That is why your company should be utilizing self-service to keep highly repetitive tasks off of your agent's plates.
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  • 3 Ways Recent Acquisitions and Partnerships Enhance CCaaS

    3 Ways Recent Acquisitions and Partnerships Enhance CCaaS

    Feb 07, 2022
    You probably hear all the time that the communications industry experiences constant innovations, but what does that mean for you and your contact center agents. See what you could soon utilize by starting a cloud migration project today!
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  • Is Voice Losing Relevance in the Contact Center - blog

    Is Voice Losing Relevance in the Contact Center?

    Nov 09, 2021
    Today's contact centers consist of many tools outside of the usual phone call. Customers expect you to have a channel that appeals to them like web chat, SMS, email, and so on. If your contact center agents are only relying on voice communication it is time to look at upgrading to a modern contact center solution!
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  • Modern Cloud Contact Centers Are the New Customer Service Initiative

    Modern Cloud Contact Centers Are the New Customer Service Initiative

    Oct 26, 2021
    A company's contact center is one of the first encounters many potential customers will encounter. That is why it is important to provide a variety of experiences that caters to the wants of the customer. This includes the tools that allow your agents to carry out these more personalized communications.
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  • The Technologies Empowering the Modern Cloud Contact Center

    The Technologies Empowering the Modern Cloud Contact Center

    Oct 18, 2021
    Almost every industry has been impacted by the rapid innovation of communication technologies. From checking your bank accounts on your phone to being able to speak to your doctor over video chat from the comfort of your home, the way we communicate has gone through a massive shift.
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  • Leaving the Circus of Juggling Multiple Vendors

    Leaving the Circus of Juggling Multiple Vendors

    Oct 12, 2021
    Traditionally, if you wanted a communication solution that had a variety of features you would need to piece it together through multiple vendors. This resulted in a lot of implementation and training for an end product that felt disjointed and frustrating. Today, unified communications prevents this headache by packaging all of the necessary modern tools on one easy-to-use platform.
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  • How Workforce Optimization Works Within the RingCentral Platform

    How Workforce Optimization Works Within the RingCentral Platform

    Sep 30, 2021
    There is a lot to juggle with modern contact centers. Workforce optimization tools aim to make processes easier like determining if you have enough agents, how well your team is performing, and so much more. See what benefits WFO can bring to your organization.
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  • What Does Omnichannel Mean for Contact Centers

    What Does Omnichannel Mean for Contact Centers?

    Aug 17, 2021
    Omnichannel allows for agents to talk to a customer or potential customer on a wide variety of platforms. It also allows you to collect valuable data from these discussions to better serve the person on the other side of the phone, chat, etc. in the future. See what else omnichannel is capable of and how it can benefit your contact center.
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  • Why Manufacturers Are Moving to Hybrid Communications

    Why Manufacturers Are Moving to Hybrid Communications

    Apr 06, 2021
    Whether you are communicating internally within in the same office or to customers in different parts of the world, having clear and reliable communications is crucial in the manufacturing industry. In this article we discuss the 3 ways you can move forward with your communications strategy with on-premise, cloud, or a combination of the two, hybrid. See what path would work best for you!
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  • Is Skill-Based Routing Right For Your Contact Center?

    Is Skill-Based Routing Right For Your Contact Center?

    Mar 09, 2021
    There are many reasons to consider implementing skills based routing including time and money savings, an increase in agent productivity and a higher level of customer experience just to name a few. See what other benefits you and your team could experience by implementing this powerful customer service solution.
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  • What Metrics and Analytics Should Call Center Managers Use?

    What Metrics and Analytics Should Call Center Managers Use?

    Mar 02, 2021
    There are many metrics to measure the success of your contact center, but which ones should you prioritize as a call center manager? Check out our breakdown of just a few things you should be on the look out for to keep you call center efficient!
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