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Contact Center Solutions Week in Review: Enghouse Interactive, NexGen Agency, Aspect

May 20, 2017

Welcome back to the week in review, where we take a look at all the top stories making headlines in Contact Center Solutions this week.

The week started off with the news that Enghouse Interactive and NEC Canada have teamed up to offer a new contact center solution. The solution, which promotes the omnichannel customer experience, is called the UNIVERG BLUE Business Cloud Services Contact Center. Michael Guta writes, “With Enghouse's technology, NEC built and maintains UNIVERGE BLUE in the cloud as an all-in-one Unified Communications as a Service (UCaaS) platform with enterprise-grade solutions in its own nationwide infrastructure in Canada.” Find out more HERE.

Speaking of omnichannel, a new report from Deloitte suggests that 2017 will be a major year for the omnichannel customer experience. The new study called on over 450 separate contact centers across 16 different countries, and it revealed that improving the customer experience was the “largest driver of investment,” with 80 percent confirming that to be true. Steve Anderson has everything you need to know HERE.

Omnichannel is all about improving the customer experience, which should be the main goal of all contact centers. However, it can be difficult to tell if agents are actually keeping customers satisfied. That’s why NexGen Agency has just updated its website to include a new “check-up” button. Visitors to the site can now gives companies feedback on their Facebook and contact center practices. Find out more HERE.

Finally, the week rounded out with a discussion of the chatbots vs. humans debate. As Tracey Schelmetic points out, “Aspect’s 2016 Aspect Consumer Experience Index found that 65 percent of consumers feel good when they resolve a customer service issue without a live person, and 70 percent of respondents prefer to use chatbots to interact with companies for simple to moderate interactions and transactions.” By those stats alone, it looks like chatbots are the preferred interaction method in the contact center. But can they totally replace human agents? Find out HERE.

That’s all for this week. Come back next week to read all the latest news in the contact center space.