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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 ) | 40 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 ) | 111 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 ) | 435 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 ) | 123 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 ) | 145 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 ) | 154 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 ) | 142 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 ) | 302 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 ) | 152 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 ) | 210 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 ) | 422 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 ) | 193 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 ) | 469 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 ) | 453 Views | 0 Replies
This article was originally published on MyBroadband Without computer telephony integration (CTI), your call centre agents simply don’t know enough about your clients to be truly productive. In the era of ‘big data’, customers expect that the... Read More
( Staff Writer ) | 266 Views | 0 Replies
This article was originally published on TelecomReseller If you are already taking advantage of more budget friendly VoIP solutions but still cannot control the phone bills then you need to have a better plan in place. Epygi’s Calling Cost Control... Read More
( Staff Writer ) | 238 Views | 0 Replies
By Michelle Osmond, 1Stream In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far... Read More
( Staff Writer ) | 285 Views | 0 Replies
By Jed Hewson, co-founder and joint CEO of 1Stream Rapidly developing technologies and the need to integrate customer services across all channels has significantly changed the contact centre space in the last few years. Regardless of the... Read More
( Staff Writer ) | 274 Views | 0 Replies
This article was originally published on MyBroadband As cloud solutions have increasingly become the solution of choice, many contact centres are taking the leap from on-site hardware to innovative, scalable, and resilient cloud-based contact... Read More
( Staff Writer ) | 238 Views | 0 Replies

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