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By: Wynand Smit, CEO INOVO There can be no doubt that every business and operational team has to get ready for a future in which Artificial Intelligence (AI) plays a key role. Already, certain aspects of AI such as machine learning are transforming... Read More
( Staff Writer ) | 97 Views | 0 Replies
Harambee contact centre agent becomes first South African to win Genesys global award Helping young work-seekers change their lives for the better is all in a day’s work for Harambee contact centre agent Thapelo Kwenane, but his dedication and... Read More
( Staff Writer ) | 155 Views | 0 Replies
This article was originally published on ITWeb Read more at source. As the influence of the emerging digital generation grows, consumer engagement preferences continue to evolve. Contact centre capabilities must, therefore, keep step with these... Read More
( Staff Writer ) | 161 Views | 0 Replies
This article was originally published on Forbes For the last 50 years, if a customer had a question or issue for a brand, they most often call the contact center. A popular example comes from Continental Airlines who launched their automatic call... Read More
( Staff Writer ) | 499 Views | 0 Replies
This article was originally published on MyBroadband The contact centre industry in Africa is both a vibrant and burgeoning sector, and 56% of contact centres are undergoing cloud transformation. This is according to the : African Small &... Read More
( Staff Writer ) | 414 Views | 0 Replies
This article was originally published on Tenfold Organizations know how crucial the level of customer experience is in the pursuit of business goals. Gartner?s CX study released last May reports that 75% of organizations in its global survey have... Read More
( Staff Writer ) | 645 Views | 0 Replies
This article was originally published on TechTarget On-premises contact centers are decreasing in popularity as more organizations look to cloud-based and hosted services for their contact center technology. According to a recent Gartner Magic... Read More
( Staff Writer ) | 594 Views | 0 Replies
This article was originally published on ITWeb Read more at source. Research from Aspect Software finds artificial intelligence, chatbots and automation will dominate contact centre development over the next year. Artificial intelligence (AI),... Read More
( Staff Writer ) | 461 Views | 0 Replies
This article was originally published on Tenfold A customer support center, or a contact center, is an official system set up to handle customer communication for an organization. A customer support center is made up of a team of individuals,... Read More
( Staff Writer ) | 676 Views | 0 Replies
This article was originally published on TechTarget Is an integrated contact center with UC right for your organization? UC expert Jon Arnold explains how to compare stand-alone and bundled contact center services. Organizations can deploy contact... Read More
( Staff Writer ) | 622 Views | 0 Replies
This article was originally published on NoJitter Cloud and AI are clearly disrupting the contact center... but there's more. A lot has been written about what came from last month's Enterprise Connect 2018, and I've got a takeaway you may not have... Read More
( Staff Writer ) | 560 Views | 0 Replies
This article was originally published on Tenfold Instead of assigning social media to a separate department, many call centers are employing social media as an additional ? and helpful ? customer service tool. Customers, as it turns out, are... Read More
( Staff Writer ) | 914 Views | 0 Replies
This article was originally published on NoJitter In this sponsored post, Genesys explores how to bridge the divide between contact center agents and business users. As we approach the end of the year 2017, we'd be hard pressed to find anybody in... Read More
( Staff Writer ) | 65 Views | 0 Replies
This article was originally published on NoJitter In this sponsored post, Genesys explores how to bridge the divide between contact center agents and business users. As we approach the end of the year 2017, we'd be hard pressed to find anybody in... Read More
( Staff Writer ) | 952 Views | 0 Replies
This article was originally published on Tenfold Cumbersome software do not have a place in contact centers. The processes are fast-paced enough?and if a piece of tech leaves agents tinkering instead of calling, then it?s not doing its job.  If a... Read More
( Staff Writer ) | 1,813 Views | 0 Replies
This article was originally published on KnowTechie VOIP is the latest technology which has transformed the ways of voice calling. It made voice calling cheaper and often free depending on your communication needs. VOIP is short for Voice Over... Read More
( Staff Writer ) | 1,219 Views | 0 Replies
This article was originally published on TechTarget Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option. Microsoft Lync, renamed Skype for... Read More
( Staff Writer ) | 1,250 Views | 0 Replies
This article was originally published on MyBroadband WhatsApp Business is undergoing pilot testing, which will enable companies to have yet another channel in order to communicate more efficiently with their customers. ?WhatsApp still needs to find... Read More
( Staff Writer ) | 1,156 Views | 0 Replies
This article was originally published on Business2Community Big changes are afoot in the contact center. In 2017, Avaya filed for Chapter 11 and announced significant progress in restructuring. NICE acquired Workflex solutions to... Read More
( Staff Writer ) | 1,073 Views | 0 Replies
This article was originally published on Tenfold Efficiency and productivity are the driving forces behind any call center. As the first line of defense for customer satisfaction, call center agents must know how to harness sales while leaving... Read More
( Staff Writer ) | 1,445 Views | 0 Replies

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