Altimeter’s Brian Solis discusses the evolution of Contact Center 2.0, an integrated approach to UCaaS that brings experts and agents together to deliver modern, real-time customer experiences.

No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. When customers call in, they’re hoping to connect with an actively engaged team that’s ready, willing, and capable of providing the service they expect. When employees clock in, they’re hoping to be a part of that dream team — […]

Read the Forrester Consulting Total Economic Impact study to discover the benefits realized by a composite organization based on four interviewed RingCentral Contact Center user companies.* Cost savings. The interviewed companies reduced downtime, retired expensive legacy solutions, and sped up disaster recovery. They also saved on ongoing labor costs, agent training, and more. Enhanced capabilities. The companies also enjoyed an […]

It’s difficult to find consumers who thoroughly enjoy today’s contact center experience. No one is thrilled with the automated attendant greeting, an unintelligent voice system, or the incredibly cumbersome means required to talk to another human being.

Leading-edge UCaaS providers build, operate and maintain the UCaaS stack in data centers they control. Digital workplace application leaders should focus on these types of solutions because they are expected to have the fastest pace of innovation.

When you start to look at customer interactions as two way conversations and not separate outbound Sales calls and inbound support interactions a whole new – more engaging – level of customer interaction becomes possible. Join Analyst Sheila McGee Smith and Geoff Mins for an examination into how the right sort of outbound interactions can build a new level of […]

Business travel management, meeting, and event planning firm, Gant Travel, knew that to provide the best travel experience for their customers, they needed to provide highly personalized, intelligent customer experiences. That’s why they moved from premises-based system to a cloud-based collaborative contact center solution. By enabling a virtual workforce outside of headquarters in Bloomington Indiana, through quality communications and remote […]

What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility.