Call Center vs. Contact Center....5 Benefits Of CCaaS (VIDEO)

 Call centers have evolved into contact centers, yet every business has not quite caught up. This video details 5 benefits of CCaaS (Contact Center as a Service) technology driving the evolution.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. http://www.business-voip-solution.com/contact-center-technology

How The Latest Contact Center Technology Can Positively Impact Customer Engagement (VIDEO)

Research suggests customer loyalty is declining*. However, renowned futurologist Professor James Woudhuysen believes the collaboration between artificial intelligence and contact center staff can persuade the Sceptical Customer on convenience and company ethics. In this video, James looks at evidence to suggest the latest technology can help improve customer experience, especially when applied alongside human intelligence, why the level of trust a customer has in a business is now an important factor during the buying process and how customers are becoming more confident at using the latest technology to complete specific requirements, without the need of human intervention.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

How To Modernize Your Contact Center With AI & Cloud Based Technology (VIDEO)

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

THE WAY WE WORK HAS CHANGED FOREVER

 Working from home became a necessity this year, and companies across the world found themselves having to adapt to the need for remote work. Surprisingly only thirty percent of business leaders feel their organization is well prepared for remote work. Most companies saw challenges in the following three areas:

RingCentral’s goal is to make it easier for companies to pivot towards a work from home environment, and they accomplish this through their Collaborative Communications platform. They also offer the following:

• 240+ out-of-box integrations
• 5,000+ customer integrations
• 50,000+ developers

When talking to your company leadership about where RingCentral succeeds, there are three things you should be discussing:

• Global Telephony
  • 30% -50% usage savings
  • Highest quality voice
  • Quality AND Uptime SLAs
  • 29 Global data centers
  • Local telephony and Global admin
• Company-wide Collaboration
  • Connected Contact Center
  • Expert access
  • Shared directory
  • Call transfer or conference
  • Pulse notifications
• One Vendor Relationship
  • One support number
  • No finger-pointing
  • Simplified pricing
  • Single sign-on
  • Simplified admin
  • Global number procurement

Earlier this year RingCentral also announced their direct routing solution, RingCentral Cloud PBX for. Microsoft Teams. This means that RingCentral can now integrate with MS Teams.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below (including WFH and cybersecurity requirements)....and we’ll help help you source and design a custom contact center solution just for you (whether that be RingCentral or another best-in-class provider). Plus.....our services are FREE.

Contact Center Technology Resources

8×8 Contact Center Helps Create Compelling Customer Experiences

 8×8 Contact Center helps create compelling customer experiences throughout the entire customer journey by leveraging insights and facilitating engagement with an immersive and total approach to customer experiences.  

WHO IS 8×8?

8×8 has been in the business since 1987, since then they have built their own full technology stack to have over two-hundred patents. They also have a global footprint, including deployment centers on five different continents.

As many of you are aware, expectations have changed forever due to COVID-19. Here is how 8×8 has been helping with all the change:

• Speed is the new competitive battlefield.
• Chat, SMS, social are becoming increasingly popular.
• Employees and customers expect instant information access.
• Data-driven content, relevance, proactiveness are the new norms.
• Scale, rate of technological change create complexity that requires simplification to manage.

They believe that powerful customer experiences happen by design. The right combination of platform extensibility and collaboration are required to:

• Support the Entire Journey – regardless of physical location, channel, application, and/or device
• Leverage Insights – from the customer journey to proactively enhance and simplify the agent and customer experience
• Facilitate Engagement – across the entire organization for an effective, immersive and total approach to CX

8×8 does all the above by using one cloud platform.

CONTACT CENTER

When it comes to Contact Center, they have a group of innovative technologies.

ROUTING

8×8 has several different Routing capabilities within their Contact Center Platform.

• Skills-based routing
• Dialer: predictive & preview
• Voice, chat, email, SMS, social media
• Direct Connect
  • Route to the same agent
• Intelligent IVR
  • ASR+NLP, AI-enabled self-service

Intelligent Routing is not intelligent unless you can simplify it and make it work for your organization. With 8×8’s intelligent routing, you get the following:

• Simplified set up with workflow builder
• Seamlessly handle all interactions through an intuitive workflow
• Holistic reporting across all channels
• Link multiple interactions to a single journey

ANALYTICS

8×8 offers customer journey mapping; this means they own the entire journey from the UC portion through the Contact Center portion. They can map all of this out for you.

• Customer journey mapping
  • Historical and real-time reporting
• Includes configurable dashboards and templates
• IVR journey analytics
  • Highlights opportunities to improve the CX

Here is how you can use reporting and analytics for more in-depth insights:

• Customize dashboards and wallboards using predefined widgets with drag-and-drop editing.
• Set thresholds to highlight in real-time areas outside of targeted boundaries.
• Expand agent visibility into their own performance.

WORKFORCE ENGAGEMENT MANAGEMENT

Workforce Engagement Management is what 8×8 uses to drive productivity and improve experiences.

• Empower supervisors to see a complete picture of the customer interaction.
• Highlight, save, and share specific moments of interactions using the Conversation Highlighter.
• Correlate customer survey data with quality data.
• Highlight common topics and categories with a graphical view; drill down to the details to learn more.

To learn more about 8X8 and take advantage of a comparison of 100s of other contact center solution vendors ... including FREE network design and sourcing support ... simply ask at FreedomFire Communications.

The Crux Of The Modern Customer Experience...The Impact Of Today's Contact Center Technology

 Is your contact center performing up to expectations....or can it do better? Learn what it takes to be a high performing contact center in today’s customer experience environment by watching this interview with contact center insider and channel innovator Ray Hicken.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask at the following link (the support is FREE). It’s as easy as 1, 2, 3.

Contact Center Technology

CXone Omnichannel Routing....Contact Center Technology For Today's Customer (VIDEO)

 Watch this video to learn how to modernize your contact center operations with AI and cloud based technology....and empower your agents to positively and productively interact with customers in any channel with CXone Omnichannel Routing. Follow the twins Jimmy and Johnny in their interactions with one contact center that uses CXone Omnichannel Routing, and another one that, unfortunately, does not. Learn how superior customer service can make all the difference as the twins reschedule a service appointment for their beloved beetles.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3.

Contact Center Technology

5 Keys To Contact Center Digital Transformation (VIDEO)

 In this video you’ll learn key implementation strategies to make your contact center digital transformation effort a success....including why it is crucial to optimize processes BEFORE bringing in new technology. You’ll also find out how to leverage new technology to improve efficiency and Customer Experience.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

Contact Centers 2030....How CCaaS Significantly Improves Customer Engagement (VIDEO)

 Research suggests customer loyalty is declining*. However, renowned futurologist Professor James Woudhuysen believes the collaboration between artificial intelligence and contact centre staff can persuade the Sceptical Customer on convenience and company ethics. In this video, James looks at evidence to suggest the latest technology can help improve customer experience, especially when applied alongside human intelligence, why the level of trust a customer has in a business is now an important factor during the buying process and how customers are becoming more confident at using the latest technology to complete specific requirements, without the need of human intervention.

Whether you're a big enterprise business or a small shop, the way you interact with your customers is vital to your business success and customer loyalty. Finding the right contact center technology solution for your organizations’ specific needs can be an exercise in total frustration. But it doesn’t have to be. Simply tell us what you need accomplished at the link below....and we’ll help you source and design a custom contact center solution just for you. Plus.....our services are FREE. Contact Center Technology

4 Ways IoT Is Changing Retailers CX Game

When it comes to digital transformation in retail, omnichannel marketing and the customer-first approach are dictating the trend. Data collection, personalization and general convenience of customer experience (CX) are especially in the spotlight, creating demand for any technology enabling them.

In this environment, Internet of Things (IoT) in retail is still a relative newcomer among the most promising technologies. Combined with other prominent technologies today, IoT is well on its way to earning its status as a fixture of the retail market.

So what does it have to offer?

4 Ways IoT Is Changing Retailers CX Game

Keep in mind that the critical foundational piece to the success of any IoT application and it’s IoT ecosystem is network connectivity. That said, this FREE resource is uniquely positioned to source the right IoT connectivity network backbone solution for any IoT application whatever it may be....wired or wireless. They can even help with the network design and security effort. All at zero cost to you.  Simply ask....it's as easy as 1, 2, 3.

IoT Connectivity

How The Right Contact Center Technology Makes All The Difference

How To Make Your Contact Center Run As Smooth As A Swiss Watch....Even Better!

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

For that to happen in today's business world you need to read this article....and follow the recommendations it provides to the letter:  How The Right Contact Center Technology Makes All The Difference

Redefining The Hospitality Industry With The Internet of Things

With almost all industries showing interest in introducing Internet of Things (IoT) solutions to their workplaces or work processes to make several operations automated and more productive, the hospitality businesses are no more an exception now. With hospitality IoT solutions, hotels can provide a comfortable and more personalize stay to their guests.

Let us understand how IoT solutions will help hotels improve customer experience.

Redefining The Hospitality Industry With The Internet of Things

Keep in mind that the critical foundational piece to the success of any IoT application and it’s IoT ecosystem is network connectivity. That said, FreedomFire Communications is uniquely positioned to source the right IoT connectivity solution for any IoT application whatever it may be....wired or wireless. We can even help with the network design effort, including necessary cybersecurity measures. All at zero cost to you. Simply ask us....it's as easy as 1, 2, 3.

IoT Connectivity

The Crux Of The Modern Customer Experience

Is your contact center performing up to expectations....or can it do better? Learn what it takes to be a high performing contact center in today’s customer experience environment by watching this interview with contact center insider and channel innovator Ray Hicken.

For your contact center to truly be an asset to your business objectives it must run smoothly at all times....efficiently and cost effectively. Competition is fierce and you can't afford any issues at any time. Performance, or lack thereof, shouldn't keep you up at night. To the contrary....you should sleep like a baby knowing everything is running like a well oiled machine.

To learn more about all the technology options available to help make your contact center operations soar to new heights simply ask us at the following link. It’s as easy as 1, 2, 3.

Contact Center Technology