Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Organizations With Cloud Contact Center Technology Report 18 Percent Higher Customer Satisfaction

#contactcenterworld, @inContact

NICE inContact, a NICE (Nasdaq: NICE) business, announced per the latest findings of its second annual global research study, the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark, that companies with all of their contact center technology in the cloud report 18 percent higher customer satisfaction (CSAT) based on service experience compared to companies with on-premises contact center technology. Further, at 40 percent, a significant portion of companies are very likely to invest in four or more channels to improve the customer service experience.

The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark gauges the attitudes of businesses and consumers in key areas of customer experience. This latest report on the business wave of the study provides insights on contact center technology investment plans amidst changing customer needs, and points to the need for businesses to move beyond multichannel offerings and create true seamless omnichannel customer experiences powered by a complete cloud customer experience platform. The comprehensive study polled contact center leaders in the United States, United Kingdom, and Australia.

Key findings:

  • Organizations with all of their contact center technology in the cloud report superior customer experience outcomes. Companies using cloud contact center technology report 18 percent higher CSAT as well as 36 percent higher likelihood to recommend their company from customers based on service experience, compared to companies with on-premises contact center technology.

  • Channels investment plans are significant. Forty percent of companies are very likely to invest in four or more channels to improve the customer service experience in the coming year. Further, those who are very likely to invest in four or more channels who also have all their contact center technology in the cloud or are planning to move to the cloud are more likely than those with on-premises contact center technology to now offer eight of the 11 channels covered in the study, including communicating with customers on social media, online chat, SMS / text, video chat, IVR, mobile apps, chatbots, and service via a home electronic virtual assistant device.

  • Despite customer demand, investment plans for omnichannel functionality are lacking. Overwhelmingly, customers expect seamless omnichannel functionality when interacting with businesses, by a rate of 91 percent. Meanwhile, only 25 percent of businesses are likely to invest in new services that allow channels of communication to work together seamlessly. Consumer use of and preference for digital channels is on the rise. In the US from 2017 to 2018, chat use tripled, and text grew tenfold; preference for these channels grew 36 percent and 71 percent respectively.

  • Almost half of global organizations see a need for more agent-assisted resources. While customer reliance on self-service channels has spiked, increasing from 17 percent to 31 percent in the United States (based on the 2018 CX benchmark) 49 percent of businesses globally expect they will need more agent-assisted resources in the coming year. Among these businesses, 61 percent say the need is due to an increase in the number of customers interacting with agents.

"From social media messaging, to text, to chatbots, the customer relationship takes place across a wide and diverse range of channels in addition to voice. As more customers embrace multiple digital channels to communicate and engage, it becomes increasingly important for businesses to be able to quickly adopt and integrate digital channels into a seamless omnichannel customer experience." said Paul Jarman, NICE in Contact CEO.

Jarman continued, "The NICE inContact CX Transformation Benchmark not only shows that contact centers are moving to the cloud, but that those who are in the cloud, and those that plan to invest in customer experience, provide superior customer experiences. Leading organizations of all sizes can stay agile and ahead of customer expectations by leveraging a complete, unified and intelligent cloud contact center platform, to deliver quick, effortless interactions – anywhere."

Key findings demonstrate the need for companies to provide true omnichannel experiences that seamlessly blend voice and digital as well as agent-assisted and self-service channels. In today’s digital-first era, customer use of multiple digital channels in addition to voice is growing. Not only are more customers using self-service channels, more customers are interacting with agents.

#contactcenterworld, @inContact


About NICE inContact:
Company LogoNICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Factors When Considering IP

Read today's tip or listen to it on podcast.

Published: Monday, October 14, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =