If you’re the owner of a growing e-commerce business, you’re probably familiar with having your customer support team struggling to keep up with the increasing volume of inquiries across multiple channels.  You know you need a powerful contact center solution to streamline your operations, but which should you choose?  Twilio Flex is a robust, cloud-based contact center solution. It enables extensive customization of customer communication channels across voice, text messaging, chat, video, and more.  However, its highly advanced features and flexibility come at a cost — both fi ..read more

Five9 and NICE inContact offer omnichannel contact center as a service (CCaaS) software with a voice over internet protocol (VoIP) phone system.  These contact center platforms offer omnichannel routing across multiple channels, such as voice, SMS, and social media. But what features and differences make one option better than the other? Here, we’ll dig into the differences between Five9 and NICE contact center software solutions. By the end of this article, you’ll know which CCaaS provider is right for your company.  Five9 vs. NICE inContact: Comparing the Benefits Five9: Exploring ..read more

Bandwidth and Twilio are two cloud communication platforms that provide features like text messaging and voice calling, with each offering SIP trunking and VoIP systems. They’re both reliable communications platforms, though each has its distinct pros and cons.  Here, we’ll break down Twilio vs. Bandwidth’s VoIP services with detailed comparisons to help you determine which may be better for you. Bandwidth vs. Twilio: The Pros Bandwidth and Twilio are both communication platform as a service (CPaaS) providers with comparable services and functions. Let’s take stock of each platform’s most ..read more

What does CSAT stand for? CSAT stands for customer satisfaction and can sometimes be synonymous with customer satisfaction score. Businesses use CSAT scores to measure the satisfaction levels of their customers with products, services, or interactions. You want to ensure every customer has a positive experience, no matter the nature of their interaction. However, measuring the customer experience (CX) involves taking note of several moving parts, and an essential one is customer satisfaction (CSAT). The CSAT meaning gives a numerical value to the level of satisfaction among your custome ..read more

Imagine two competing brands in the same industry. Brand A limits its presence to Instagram, relying solely on a single channel to promote its product. Brand B casts a wider net. This brand is active on all major social media platforms, runs targeted ads on Google and YouTube, regularly sends out a newsletter, and even features its campaigns on billboards. Which brand do you think reaches its customers more effectively and offers a better customer experience (CX)? Brand B, obviously. This is a clear example of a company using multichannel marketing to reach its audience, provide a positive exp ..read more

There are many great cloud-based contact center platforms on the market today — so many that it can be hard to find the right one for your business. With all the various vendors, packages, features, and pricing plans out there, finding the right one can feel overwhelming.  Perhaps the best way to pick a platform is to compare the options and see which ones come out on top. With that in mind, let’s look at the pros and cons of Talkdesk and Five9, what features each one provides, and how they compare to each other. Talkdesk vs Five9: The Pros Both Talkdesk and Five9 are popular Contact Cent ..read more

What is an AI-based call center? An AI-based call center uses artificial intelligence to handle customer interactions, automating time-consuming tasks to boost efficiency and satisfaction. In the race for a competitive edge, businesses are constantly seeking innovative ways to deliver exceptional customer experiences. This is where an AI-based call center comes in. AI (artificial intelligence) has the power to enhance customer connections, streamline support processes, and provide valuable insights from customer data. In this post, we’ll explore the benefits of integrating AI into your ..read more

When evaluating contact center solutions for your business, it’s important to do your research and match available product features to your specific needs — current and future.  There isn’t a one-size-fits-all contact center provider, but some options are more flexible than others.   Perhaps you’ve heard good things about Aircall and RingCentral but aren’t sure which one is the best fit. Here, we’ll break down the features each service provider offers to help you make an informed decision that best suits your business needs.  Let’s dive in and explore their pros and cons an ..read more

Genesys and NICE are two of the most popular contact center solutions on the market. But how do they stack up against each other?  Depending on the size of your business and your budget, one might be a better option than the other: Do you need advanced integrations? Do you need a cloud-based service? Let’s compare their features, pricing plans, and capabilities to see which contact center software comes out on top. As a third option, we’ll also discuss how Nextiva measures up to these platforms. NICE CXone vs. Genesys Cloud CX: The Pros Let’s take a quick look at the key benefits of each ..read more

Choosing a contact center solution for a business requires a ton of research, especially in the late stages of narrowing down your choices. Amped-up marketing makes solutions appear almost similar until you dive a little deeper. When you’re comparing RingCentral vs. Five9, you can focus on a few areas to make your decision easier. Here, we will highlight these areas and compare the platforms in detail to uncover the pros and cons of each. We’ll also take a look at how Nextiva stacks up against these two popular contact center solutions. RingCentral vs. Five9: Comparing the Benefits Let’s explo ..read more