Category: Customer Experience

This blog will give you a brief overview of all the virtual hold competitors.
Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center.
Genesys Virtual Hold Competitor
Genesys Virtual Queuing
Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product. So competitive that VHT sued them, and then Genesys sued them back; it was a whole thing. But that’s all water under the bridge, and everyone is friends again.
Avaya Virtual Hold Competitor
Avaya Callback Assist
Avaya’s virtual hold-type product is called “Callback Assist.” It’s come a long way from the early days and comes with an estimated wait time option before the callback offer message. We’re pleased to see they also now offer conversation scheduling.
How it’s Done: Click to Call, Visual IVR, and Virtual Queueing
You may be interested to learn that Fonolo has Avaya-approved documentation. We’re a paid add-on product with more data and reliability — and a team dedicated to helping you use them most effectively.
Cisco Virtual Hold Competitor
Cisco Courtesy Callback
Cisco’s virtual hold competitor is called ‘Courtesy Callback,’ and it’s sufficient for a free add-on, most of the time. After trying out CISCO call-backs, several of our customers have returned to us because they often fail under high-volume.
NICE’s Virtual Hold Technology competitor
NICE Automatic Callback
NICE is one of the world’s largest cloud-based contact center platforms. Their software comes with a virtual queuing functionality they call “Automatic Callback.” NICE software is, and customers are a combination of companies they’ve bought over time, but Fonolo’s solution works with them all.
How Does Virtual Queuing Technology Work?
Five9’s Virtual Hold competitor
Five9 is another leading cloud-contact center platform, with a pretty good call-back feature. Their forum covers pretty much everything, and you get a lot of data with it. They don’t have a unique name for it, but most Five9 customers are happy with the built-in offering from our experience.
Talkdesk’s Virtual Hold competitor
Click-to-Call
Talkdesk is the final cloud contact center technology we’re covering today. Their software comes with a virtual queuing solution, the same ‘click-to-call’ functionality as many other platforms (including Fonolo). They also have an ‘intelligent queue’ feature, where you can prioritize callers.
Fonolo’s Voice Hold Technology competitor
Voice Call-Backs
Fonolo is one of the few call-back software specialists. Our voice call-back solution works with every contact center platform securely, and we’ve even got full Avaya-certified developer documentation.
Virtual Queuing, Virtual Hold, Call-Backs: What It All Means
Our advanced cloud-based call-backs and dedicated team will help you install and use call-backs to their full effect. Companies come to us when a built-in virtual hold competitor breaks under pressure or doesn’t provide the data or feedback needed.
 
 The post Blog first appeared on Fonolo.

We’ve been brainwashed into keeping up with the Jones’s. Paying attention to our peers and staying ahead, just a little bit.
But if you’re in that trap, it’s probably worth considering who your Jones’s are.
A hard worker might feel lazy at a sweatshop on Wall Street. A shopper in love with luxury goods might feel inadequate on Fifth Avenue. “Compared to who?”
If comparing yourself to a different set of peers is going to motivate you or give you peace of mind, by all means, switch. It’s up to each of us, isn’t it?

The coronavirus pandemic has changed many things in many industries – and not always in the most obvious way. Insurance companies have seen both fewer claims and fewer sales. As a result, many have realised that the process of digitisation, often started slowly before lockdown, must now be accelerated. More, it needs to deepen beyond…
The post Intelligent Decision-making in Insurance: The Escalating Customer Experience Need appeared first on Customer Experience Magazine.

Popular doesn’t mean better by any absolute scale.
Popular simply means that more people like this thing than that thing.
Popular isn’t an act of genius. Popular is either an intentional act (to serve a particularly large, homogenous audience) or a lucky break.
The most direct way to become popular is to serve the audience that made the last thing popular. By that definition, popular almost always means ‘not better.’ It simply means that you found a large group and gave them what they wanted.
The world likes popular, but it doesn’t have to be your goal.

It’s amazing how much we can get done simply by trying.
Whether it’s writing or golf or sales, when we show up and do our best, we can make things happen.
But then, our internal horsepower becomes insufficient. As we seek to make a bigger impact, we discover that powering our way through obstacles is simply too difficult.
And so we need to learn technique.
Technique is the unnatural approach to a problem that, with practice, becomes second-nature. Technique is the non-obvious solution that amateurs and hard-working beginners rarely stumble upon on their own.
The commitment to a practice opens the door to finding a more useful technique.
You got this far because your natural approach was helpful. But to get to the next level, you’ll need technique, which, by definition, isn’t something you come by on your own.
If there are people who are playing at a different level than you who are embracing an approach that feels unnatural to you, you may have found the technique that you’ve been missing.

A friend was pointing out that he couldn’t play tennis on his driveway because it was made of gravel.
While it’s true that it wouldn’t officially be tennis, that it wouldn’t be the tennis we might have expected, we can’t be sure that gravel tennis isn’t a good game.
It might even be a better game.
Markets, competitions and canvasses are rarely ideal. Surfing only works because the waves vary so much.
If you’ve got gravel, it might pay to try out some gravel tennis.

The festive season has always been an important period for both online and in-store retailers. And over the past couple of years, Black Friday has grown in importance to businesses in the UK. According to data from Barclaycard, UK sales during the week of Black Friday rose 16.5 percent in value and 7.2 per cent…
The post Has Black Friday Forced Online Retailers to Re-evaluate Their Checkout Experience for Good? appeared first on Customer Experience Magazine.

If any other institution was giving away essential items, it would be a sensation. The grocery store, the car dealership, even the laundromat would have a line out the door.

And now that we’ve moved many elements of the library online, it’s even easier to access.

A century ago, information was truly scarce and books were far more expensive than they are now. A decade ago, obtaining the instructions on how to do something was difficult indeed.

“It’s too expensive,” or “I can’t get access to it,” used to be really good excuses. But they obscured the truth: “It’s too much work.”

And that’s the answer to the question. It’s too much work to change our minds. It’s too much work to dance with the fear of failure. It’s too much work to imagine walking through the world differently.

That doesn’t have to be the case. We can refuse to be brainwashed into accepting the status quo, and we can commit to finding the others, engaging with them and leveling up.

If we care enough.

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Executives from every company want to engage consumers, but have they paused to think why a consumer should engage with a stick of deodorant or brand of cereal? Every company in the world claims to be customer-centric, but are they really thinking from customers’ point of view? To become truly customer-centric, decision makers need to look beyond their products and services to the problem the customer is trying to solve – the competitive value the end-to-end customer experience brings them, the most efficient way to measure it, and the most profitable way to replicate it. Full article: https://www.customercontactweekdigital.com/customer-experience/articles/what-is-the-real-roi-of-customer-experience-and-where-does-marketing-come-in
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