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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 ) | 103 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 ) | 160 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 ) | 163 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 ) | 501 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 ) | 416 Views | 0 Replies
This article was originally published on Tenfold Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a... Read More
( Staff Writer ) | 828 Views | 0 Replies
This article was originally published on Tenfold A contact center agent deals with stress on a daily basis, and it can get pretty taxing. But a contact center manager is no exception. The stakes have always been high and the pressure is on for the... Read More
( Staff Writer ) | 528 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 ) | 647 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 ) | 596 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 ) | 462 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 ) | 680 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 ) | 623 Views | 0 Replies
This article was originally published on Tenfold If you still haven?t implemented a call tracking software to keep up with your sales and marketing, you should. Call tracking is the line that separates businesses that know where its at, and those... Read More
( Staff Writer ) | 459 Views | 0 Replies
This article was originally published on Tenfold The call center that we know of today is a far cry from its former state, what was once a simple setup of an Automatic Call Distribution (ACD) system in the ?50s has now been morphed into a milieu... Read More
( Staff Writer ) | 578 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 ) | 561 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 ) | 916 Views | 0 Replies
This article was originally published on TelecomReseller Epygi was one of the first companies to offer a cloud-based solution. The company known for reliability and low cost of total ownership, offers a spectrum of products off prem and on prem for... Read More
( Staff Writer ) | 431 Views | 0 Replies
By Jed Hewson, joint-CEO and co-founder of 1Stream At the end of any year, it is wise to look forward to the year ahead, and to use the knowledge gleaned from the previous year to predict some of the business trends and influences that will impact... Read More
( Staff Writer ) | 835 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 ) | 954 Views | 0 Replies

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