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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 ) | 20 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 ) | 96 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 ) | 233 Views | 0 Replies
This article was originally published on Tenfold Customer service is not for the faint of heart. In fact, research has revealed that almost 100% of the time, customer service representatives on support calls need to deal with angry and unhappy... Read More
( Staff Writer ) | 329 Views | 0 Replies
This article was originally published on Tenfold Imagine this, you’re streaming your favorite TV show and suddenly you lose internet connection. You try all the basic troubleshooting steps: check all the necessary cables, unplug and re-plug the... Read More
( Staff Writer ) | 393 Views | 0 Replies
This article was originally published on Tenfold Are you planning to put up a contact center or perhaps work with one? Are you looking into equipping your sales and support team with the best phone systems available, the kind they use in call... Read More
( Staff Writer ) | 375 Views | 0 Replies
This article was originally published on BetaNews If there is a business area that is deeply affected by digital transformation it is customer service, which is rapidly becoming re-branded as customer experience (CX). According to a Walker study,... Read More
( Staff Writer ) | 251 Views | 0 Replies
This article was originally published on TelecomReseller Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new... Read More
( Staff Writer ) | 300 Views | 0 Replies
This article was originally published on ComputerBusinessReview AWS delivers new cloud-based contact centre for easy access across channels, Amazon Connect. Amazon Web Services (AWS) has revealed its new contact centre service, Amazon Connect, a... Read More
( Staff Writer ) | 598 Views | 0 Replies
One message, many conversations on multiple channels   Digital technology is fast transforming the service providers and communications contact centre industry. Social media engagement has already risen by 23 percent and phone transactions handled... Read More
( Staff Writer ) | 468 Views | 0 Replies
Lauded RECITE Interaction Recording Solution  Boca Raton, Fla., Nov. 17, 2016 — Numonix, a leader in interaction recording and quality management solutions, is pleased to announce it has been named a “Company to Watch” in Frost & Sullivan’s... Read More
( Staff Writer ) | 704 Views | 0 Replies
What will the call center of 2025 look like? Well, to start with, it’s unlikely to be a physical ‘center’ anymore. The rise of cloud technology is predicted to lead to an increase in remote working. But this move outside the office walls is far... Read More
( Staff Writer ) | 732 Views | 0 Replies
Why this Bob Dylan classic is apropos for the revolution in customer experience happening today The winner of the 2016 Nobel Prize in Literature, Bob Dylan, got it right when he wrote the immortal, "The Times They Are A-Changin'." While "Mr.... Read More
( Staff Writer ) | 769 Views | 0 Replies
The rapid growth of data speeds and connectivity options in South Africa have enabled local businesses to take advantage of cloud solutions, and many companies are doing just that, writes Sadiq Munshi, product development manager at Jasco... Read More
( Staff Writer ) | 826 Views | 0 Replies
One of the keys to great customer satisfaction is a company’s ability to react to their customers’ needs quickly and effectively, writes Andre Deetlefs, executive manager for lines of business at Jasco. Fast access to everything means that... Read More
( Staff Writer ) | 686 Views | 0 Replies
PHOENIX, AZ--(Marketwired - Aug 4, 2016) - Enghouse Interactive is proud to announce the successful integration and interoperability testing between Enghouse Interactive Contact Center: Enterprise (CCE) version 9 and the GENBAND Application Server... Read More
( Staff Writer ) | 694 Views | 0 Replies
The global hosted contact centre market is seeing growth driven by the shift of almost all aspects of business to a digital environment and as well as companies looking to replace ageing call centre systems. This is according to Jan Kühn, director... Read More
( Staff Writer ) | 659 Views | 0 Replies
Whether it stems from our desire to remain in control or the often inherent mistrust of outsourcing services, many businesses prefer keeping departments in-house. But when looked at from a different perspective, it becomes clear that to manage... Read More
( Staff Writer ) | 651 Views | 0 Replies
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to... Read More
( Mitchellb ) | 1,635 Views | 0 Replies
Cloud Contact Centre Security 5 Common Myths – Clare Angood dispells the myths surrounding implementing cloud in your contact centre It’s hard to remember the last time the IT world saw a paradigm shift as significant as the move to cloud. Almost... Read More
( Mitchellb ) | 1,740 Views | 0 Replies