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Contact Center Solutions

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Community Posts

When moving from an on-premise solution to cloud, am wondering if there are any users who have experience in building a responsible optimized CCAAS cloud platform model, so as to not get sticker shock upon implementation.

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What are your thoughts on SaaS management platforms (SMP)?

In a typical call center deal, who generally bears call center outbound call charges? Is it the client or the call center? What is the normal standard negotiation term? Call center bears this cost normally? Because we got only agent cost and not outbound call telephony charges as part of the proposal?

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Is “Zoom fatigue” fact or fiction?

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You are on a Zoom and presenting something important to the team, and you notice someone you are presenting to on their phone. Do you:

Call them out37%

Let 'em be57%

Other (please comment)5%

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Is it right for a company to expect you to use your personal phone number when you work from home?

Yes - it's part of WFH44%

No - my phone number is private40%

No - It's my personal resource13%

Other (please comment below)1%

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Which conversation intelligence tool has your company implemented?

Chorus17%

Convin26%

ExecVision16%

Gong8%

Jiminny2%

Refract5%

Other (Discuss below)23%

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What strategies should IT departments maintain focus on to provide internal customers with great service?

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We don't often share cat videos, but when we do, we make it count. When tech goes wrong.

https://twitter.com/mikaelthalen/status/1359209202292428800?s=21

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When do you get brought into the buying process?