Browsing Tag

Contact Center Experience

Volteo Digital Names Vonage Partner of Choice to Power Enhanced Customer and Contact Center Experience

Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation, has been appointed by multinational ServiceNow Elite partner Volteo Digital as a strategic partner of choice to provide its enterprise customers with contact center capabilities. With Vonage Contact Center for ServiceNow, Volteo Digital and ServiceNow customers will have access to customized agent, employee, and customer workflows that deliver great experiences and unlock productivity. Marketing Technology News:…

Zendesk Joins Salesforce and Microsoft in Gartner’s Magic Quadrant for CRM Customer Engagement Center

Zendesk has been named as a leader in Gartner’s 2020 Magic Quadrant for the CRM Customer Engagement Center. Gartner has named Salesforce as a clear leader in the quadrant, with other CRM systems like Pega, Oracle, ServiceNow and Microsoft also maintaining their leadership positions. In recent times, we have seen significant innovations and investments into the CRM Customer Engagement Centers. Interestingly, Gartner has named SAP as a challenger, and SugarCRM, and Zoho CRM as the niche players in its latest report.…

Nearly 74% of Consumers Will Switch Providers After a Poor Contact Center Experience, According to New Research

Poor service and emotional factors force customers to churn, costing U.S. providers an estimated $168 billion per year Despite the proliferation of self-service options, phone-based customer support remains the most popular and critical customer service channel for brands, according to the 2020 CallMiner Churn Index, which was released. CallMiner found that consumer reliance on phone-based customer support increased by 17% since 2018. The stakes are also higher: Nearly three-quarters of consumers surveyed will switch…