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Software that can benefit customers, employees, and businesses, sounds a little too good to be true, but that's exactly what modern customer service management software is capable of. Companies are fighting battles to win and keep customers based on the experiences they provide, and using the right software in their contact centers could give them the competitive edge needed to win.

Interactive voice response (IVR) systems are the gatekeepers to the contact center. As such, they set the tone for the entire interaction. Does your gatekeeper welcome everyone in with little friction, or is your IVR system more like the troll under the bridge, barring the way until customers answer the riddles correctly? Contact centers can meet self-service goals with their IVRs while still delivering good CX.

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

Moving to cloud contact center technology is not a question of if, but when. In 2020, 66% of companies are accelerating their move to the cloud as a result of the pandemic. When your contact center is ready for this transformation, Omdia has provided an important resource to help. The recent Decision Matrix – reviewing prominent cloud contact center providers - can help build a business case for moving to the cloud. Omdia’s analysis can guide your evaluation and decision-making process to select the best cloud contact center provider for your business needs.

When it comes to making investments in customer service improvements, it’s hard to beat the transformational power of conversational AI to deliver a better customer experience in the contact center. In this blog post, we’ll dig into conversational AI – what does it mean for IVR and why businesses should care.

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing.

A Hosted PBX (private branch exchange) is a software application that resides in the cloud and routes incoming and outgoing VoIP (voice over IP) phone calls.