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Home Archive by category "Contact Center"

ARG Delivers New Market Insights on Customer Experience

By Lindsey Bronston | Contact Center, Customer Experience, News, Press Release, Trending Topics, Unified Communications as a Service, Video | 0 comment | 14 February, 2023 | 0

Findings show that fast response times, self-service options and the convenience and time-savings that come from mobile-ready e-commerce capabilities drive loyalty, retention, and higher profits. McLean, Va., February 14, 2023 – Expanding on its growing portfolio of exclusive market insights and decision guides, ARG today announced the availability of the Customer Experience: Market Insights &Read more

Sustainable IT

3 Tactics for Sustainable IT

By Stephen Murphy | Cloud, Connectivity, Contact Center, Infrastructure, Internet of Things, IoT, Remote Work, Security, Sustainability, Trending Topics, UCaaS, Unified Communications as a Service | 0 comment | 20 January, 2023 | 0

Can Technology be Green? Gartner forecasts that by 2025, 50% of CIOs will have performance metrics tied to sustainability but technology, by its nature, is energy intensive. How can companies make IT more sustainable while delivering compelling solutions? Tactics for Greener IT1. Efficient Hardware Consider more efficient hardware. Move workloads to hyperscalers or cloud providers.Read more

Improving CX for Cape Air with a feature-rich contact center and phone system

By Lindsey Bronston | Case Study, CCaaS, Cloud, Collaboration, Communication, Contact Center, Success Story, UCaaS, Unified Communications as a Service | 0 comment | 12 December, 2022 | 0

Since its first flight between Boston and Provincetown in 1989, Cape Air has provided year-round service to destinations worldwide. The airline serves 36 destinations across the Northeast, the Midwest, Eastern Montana, Puerto Rico, the U.S. Virgin Islands, and the British Virgin Islands. 90% Reduction in duplicate calls 600 Calls per day handled seamlessly :30 SystemRead more

Thoughts on the Abandoned Zoom Five9 Merger

By John O Cooper 5th | Contact Center, News, Trending Topics, UCaaS, Uncategorized, Unified Communications as a Service | 0 comment | 1 October, 2021 | 2

Well, I guess that is that, and we are left to wonder what might have been. A variety of financial factors led to the Five9 stakeholders rejecting Zoom’s bid and there are a lot of great articles covering all those moving pieces. I’ve had a number of clients reach out today and wanted to giveRead more

contact center trends

Examining Contact Center Trends and the New CCaaS GMC

By Erica Lord | CCaaS, Communication, Contact Center, News, Trending Topics | 0 comment | 17 November, 2020 | 5

Many organizations are struggling to meet the rapidly changing expectations of their clients and employees in our current environment. Eighty percent of client engagements today are initiated by chat, email, or social media. Omnichannel solutions are critical to optimizing communication and client experience by supporting the preferences of Boomers, the forgotten Gen Xers, Gen Y,Read more

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