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Contact Center and Customer Engagement

Contact Center and Customer Engagement covers contact center platforms (ACD/IVR/WFO), social customer engagement and monitoring, customer communities, WebRTC for customer engagement, and multi-channel engagement

To reduce the number of vendors and solutions running inside of the business, many organizations are also beginning to use Microsoft for voi
Jul 01, 2015
Only 22% have formal plans to implement omnichannel by the end of 2015.
May 27, 2015
Webinar: April 7, 2015 2:00 PM - 3:00 PM ET.
Mar 10, 2015
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Mar 09, 2015
Cloud ACD deployment is up from 0% in 2013 to 9% this year; 17% of organizations are using cloud IVR, up 140% from 2013.
Feb 10, 2015
Twenty-nine percent of organizations are already using speech analytics with another 38% planning or evaluating the technology.
Jan 07, 2015
Seventy-three percent of organizations are using or evaluating using remote agents.
Dec 05, 2014
Sixty-eight percent have marketing respond to social mentions, but contact center is increasingly involved.
Dec 05, 2014
53% of organizations look at contact center performance primarily in half-hour or shorter time intervals for forecasting purposes.
Dec 05, 2014
Nemertes developed this checklist to help contact center IT and operations leaders evaluate their contact center operational performance
Dec 05, 2014
On-Demand Webinar
Dec 01, 2014