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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 ) | 310 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 ) | 102 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 ) | 336 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 ) | 110 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 ) | 592 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 ) | 519 Views | 0 Replies
The economic climate in South Africa can be comfortably described as volatile and, finding ways to entice new customers has never been more important. The cost of capturing customer attention in an already crowded market space is challenging as... Read More
( Staff Writer ) | 580 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 ) | 973 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 ) | 646 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 ) | 685 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 ) | 683 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 ) | 624 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 ) | 851 Views | 0 Replies
The tools that enable a rapid response to customers are the key to improved sales. Speed of response is the first step to getting and keeping customers in a highly competitive and cluttered online environment. Contact centres play a pivotal role in... Read More
( Staff Writer ) | 639 Views | 0 Replies
This article was originally published on MyBroadband Typically, call centres are primarily focused on handling calls in a timely manner and maintaining great customer service. “The assumption is that if you answer the query quickly enough then the... Read More
( Staff Writer ) | 713 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 ) | 1,000 Views | 0 Replies
According to a recent KPMG analysis, growth and technology are two of the biggest challenges affecting the Chief Financial Officer (CFO) with 70% finding that technology has the biggest impact on their roles. They are expected to research ingenuity... Read More
( Staff Writer ) | 683 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 ) | 1,011 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 ) | 1,027 Views | 0 Replies

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