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How Millennials are Shifting the Cloud Contact Center in 2016
PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD CONTACT CENTER According to Datamark, there are six contact center trends to watch this year. In case you didn’t get the memo, 2016 is already here; and the future of our cloud contact centers will to be reshaped by our millennial generation. These young, social savvy professionals are hungry for innovation, full of passion and really hate to be tied down. They were born with a silver keyboard glued at the fingertips and are now powering a $2.45 trillion marketplace. Everything powers on. Everything is connected. One thing that often goes unsaid about millennials is that they are truly workaholics. Many of them are content…
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Resolve to Keep Your Customers Happy in 2016
PREVIOUSLY PUBLISHED TO TMCNET’S OMNI-CHANNEL CUSTOMER ENGAGEMENT As productivity literally falls into our hands, and technologies allow for better integration of our most precious business tools, cloud contact centers are working hard to plan their roadmap for 2016. While some of us have been working diligently through the holiday season, many of are returning to the control boards for the first time since last year! As we enter 2016, many of us are ambitious and excited about what is rumored to come. We have set goals through resolutions of things we are inspired to achieve – and we will. Aspect (News – Alert), a developer of omni-channel customer engagement solutions, did…
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A New Standard in CRM for Commerce, Healthcare and Remote Workforces
PREVIOUSLY PUBLISHED TO TMCNET’S WEBRTC SOLUTIONS A sharp increase in online sales shows that consumers are learning to trust brands through interactive experiences and online platforms. A “buy it now” mentality has influenced the demand for most brands to shift the way they do business and often changing the first point of contact between the brand and the consumer. Most importantly, this adoption has led to an increased need to meet the consumer “at the door” with a qualified sales specialist and customer service representative in assisting the consumer in an enriched shopping experience. Last week, VeriShow released an integrated solution that benefits Salesforce Live Agent. This customer service tool…
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Health Apps Show Rapid Adoption, Promoting a Healthier Lifestyle Through Usage
PREVIOUSLY PUBLISHED TO TMCNET’S REAL-TIME COMMUNICATIONS According to PricewaterhouseCoopers, “Smartphones, connected medical accessories and apps have been underutilized by the healthcare industry.” But, not any more! Recent studies report a shift in the way consumers are caring for their health, as usage soars for health-related apps and technologies. In 2016, it is predicted that we will see an even larger shift in consumer access to personal records, video diagnoses and even monitoring of our own health. Many of us have alarms set up on our phones already, reminding us to stay hydrated. Others are connecting smartphones to small devices that clock sleeping patterns and restlessness in the night. This year…
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TokBox, Polycom Leading to Faster, More Productive Tech & Conferencing Experiences in 2016
PREVIOUSLY PUBLISHED TO TMCNET’S CLOUD COMPUTING MAGAZINE Recently, TokBox (News – Alert), a Telefonica company and recognized leader in WebRTC, announced the release of yet another collaborator tool in mobile integrations. While companies are pairing up to bring the ultimate communications experience, TokBox makes its contribution to the overall customer experience, while eliminating some of the frustration that comes with tech support and strategic planning via remote interface. As businesses are adopting the ability to engage customers in video-enriched tech experiences, TokBox’s annotation tool allows for convenience in literally pointing out the problem. Whether through screen sharing or screenshots, TokBox’s annotation tool allows users on either side of the conversation to…
