ConvergeOne Receives Cisco Global Award for Customer Experience Partner of the Year
Posted on November 11, 2021 by Deanna Davenport
This week at Cisco’s annual partner conference, Cisco recognized ConvergeOne with a Global Award for Customer Experience Partner of the Year for rising to market shifts and demonstrating transformative thought leadership that ensures the highest level of customer success, expertise, and dedication as customers transition to subscription and XaaS buying models.
Read MoreTopics: Cisco, Customer Experience, Lifecycle Adoption Services
Salelytics is a leading provider of inside sales and multi-channel communication, with 30+ years of experience, 1,500 employees across 5 offices, and 70 Fortune 100 clients. Salelytics turned to ConvergeOne for support when it was first spun off from its parent company and had to completely start over in terms of its infrastructure, support, and expertise.
Read MoreTopics: Cloud, Customer Experience, Cloud Infrastructure
How to Create Personalized Customer Experiences
Posted on October 26, 2021 by Phillip Yeich + Frank Tersigni
Customers want to be more than a number. They want companies to quickly recognize who they are, anticipate what they want, and solve their problems quickly. And they want this recognition to extend across any interaction they have with a business—whether it’s phone, email, chat, SMS, or social media.
Read MoreTopics: Contact Center, Customer Experience, Modernization, Automation
2020 raised the bar on customer experience across the board. Most people spent more time at home using more devices connected for more time, driving up both costs and awareness. In response to the changed landscape, utilities have pivoted to provide more personalized service, helping customers use energy more efficiently while providing access to more services virtually. From an internal operations perspective, many agents went remote, supported by cloud infrastructure and AI.
Read MoreTopics: Contact Center, Customer Experience, Artificial Intelligence
Modernization: The concept isn’t new, but the form factor may be. This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Modernization has taken many shapes over the past 20 years because of the technologies that are available at any given time.
Read MoreTopics: Contact Center, Cloud, Customer Experience, Cyber Security, Modernization
Allscripts Improves Call Quality, ServiceNow Connection, and Innovation with PureCloud
Posted on August 3, 2021 by C1
Healthcare IT vendor Allscripts recently faced a significant and costly upgrade for its operating system environment. At the same time, its premises-based contact center system was up for annual maintenance renewal. Allscripts decided to take the opportunity to simplify contact center operations and move to the cloud—a move that was in line with its general commitment to cloud migration.
Read MoreTopics: Contact Center, Cloud, Customer Experience, Remote Working
Healthcare: If any industry or vertical landed on the map more than ever this past year, it was healthcare. We’ve talked to more healthcare customers than any other vertical during this time, and it makes sense why: healthcare has touched all of us in some way or another this past year. Whether someone has been ill, needed checkups, or is now getting vaccinated, it has or will touch all of us.
Read MoreTopics: Customer Experience, Healthcare
Robotic Process Automation (RPA): Employing a Virtual Workforce
Posted on May 11, 2021 by Chuck Branum
Just ask your Customer Service Representatives, "What is the toughest or most annoying part of your daily tasks?" The answer may not surprise you. You may find that your workforce is spending a large amount of time on things that are necessary, but repetitive. Frankly, these items do not add significant value to the business and, in turn, they diminish employee satisfaction. Robotic Process Automation (RPA) is built to handle tasks that are slowing down your employees, as well as ones that are just very boring for them to do. A trusted partner can help you figure out where automation can add to the efficiency and effectiveness of your Contact Center or Back Office.
Read MoreTopics: Contact Center, Customer Experience
Misconceptions About Communication Platform as a Service (CPaaS)
Posted on May 4, 2021 by David Lover
Recently, I was asked to speak about Public Cloud Services, and specifically, CPaaS (Communication Platform as a Service) during a training call. It was actually really good timing, because this has been a hot topic with vendors, partners, and customers. In those discussions, I find that there’s a lot of misconceptions about what CPaaS actually is. As mentioned, CPaaS stands for Communication Platform as a Service, but even that term can mislead you into thinking that it’s a much broader and more inclusive thing than it actually is.
Read MoreTopics: Contact Center, Cloud, Customer Experience, Unified Communications, Collaboration
Harvard Business Review published an article on “Reinventing Customer Service,” and I believe they—and one of our customers—are onto something.
Read MoreTopics: Contact Center, Customer Experience