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The market is flooded with analytics. Solutions abound. Wherever you find digital transformation in contact centers, you find a wealth of analytics options. What differentiates one solution from another? Begin with value. Analytics should provide insights. The...

Contact centers, like the rest of the communications industry, are experiencing a rapidly changing landscape. These changes in technology are spurring changes in human behaviors and customer expectations. The sheer abundance of goods and services are making the...

Workforce optimization software in contact centers. It should be easy to define its purpose: improve operations, boost agent performance, enhance the customer experience, and simplify management's routine workload allowing them to focus on their organization's key...

Practical workforce optimization solutions for contact centers. Practical means more than a seamless integration into a contact center’s communications platform. It means flexibility and scalability, in the cloud or on-premise. All too often, contact centers are...

UCaaS. Unified Communications as a Service. This is the foundation of a cloud contact center. RingCentral, a worldwide leader of cloud communications, delivers unified cloud communication services on an open platform, including audio recording, for contact centers...

How your contact center staff is organized and managed affects your agent’s ability to perform. With today’s workforce searching for improved work/life balance, staffing schedules are growing more complex. It’s more difficult than ever to meet service level...

What is Workforce Management (WFM) software designed to do? WFM solutions are an integrated set of business processes that optimize the productivity of agents and employees. In contact centers, this means forecasting, scheduling and adherence tools that help...

Forecasting and scheduling agents are two challenges every contact center faces. Workforce Management solutions provide the tools needed to meet these challenges, as well as improve overall operational performance. When developed with the specific needs of contact...

Andrew Wommack Ministries’ (AWM) contact center receives 1,200 –1,500 calls per day for two departments. One department assists ministry partners with purchasing products and learning more about the ministry. The other serves as a crisis line to assist individuals...

RingCentral UCaaS customers can leverage their recordings with Encore® Workforce Optimization (WFO) software from DVSAnalytics to improve contact center operations and enhance the customer experience. Combining RingCentral’s audio recording and metadata with Encore’s...