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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.

What's a good way to improve customer experience (CX), satisfaction, and loyalty? Start by increasing employee engagement. Organizations with highly engaged employees can typically expect higher productivity, quality, and employee retention. And when those employees are customer service agents, it can positively impact a business's relationship with their customers.

This is an underappreciated fact that plagues marketing executives, contact center administrators and customer experience (CX) experts who strive to make each call a pleasant and successful activity for customers. All enterprises were put to the test in early 2020, as the global pandemic accelerated the transition of daily commerce from malls, hospitals, airports, hotels or doctors’ offices to digital “platforms” for voice, chat and even video.

Generation Z can barely remember a world pre smartphone and are thus more likely to quickly adapt to digital changes, especially when faced with a major disruptor like COVID-19, compared to their older counterparts. The pandemic has forced everyone to go completely digital but for those in school the difference is even more stark.

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.

Many organizations and automation specialists ask or even assume that attended automation or robotic desktop automation (RDA) is as straightforward as RPA or unattended automation. My response? An emphatic NO! Simply put, attended and unattended automations are worlds apart in terms of purpose and functionality.

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.