The customer experience took centre stage at Cisco Live Melbourne 2024, where tech enthusiasts, innovators, and industry leaders converged to explore the future of collaboration and connectivity. With the theme Go Beyond, the teams at Telecom Software and Voitec joined the conversation, focusing on redefining the customer experience – starting with the first point of
Patients often seek healthcare services at their most vulnerable times. This makes delivering an exceptional customer experience paramount. A seamless, stress-free interaction can significantly enhance the overall care journey. As healthcare providers strive to modernise their communications infrastructure, Voitec stands out, bringing to Australia and New Zealand innovative solutions designed to transform the healthcare operator
In the wake of the Optus network outage on the 8th November 2023, the fragility of Australia’s telecommunications infrastructure was starkly revealed. The outage not only disrupted everyday life but also posed, significant challenges to critical services, including hospitals and healthcare providers. The Australian Government’s report released on the 30th April 2024, on the incident
In today’s fast-paced business environment, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. A well-integrated contact centre solution can significantly enhance customer interactions and streamline operations. Empower your customer service team and personalise the customer experience with CX CLOUD® and its seamless customer relationship management (CRM) integration into Microsoft Dynamics.
The omnichannel customer experience (CX) refers to creating a seamless and integrated experience for customers across various channels and touchpoints. It involves delivering a consistent and cohesive experience regardless of the customer’s interaction point, whether it’s via a conversation with a live agent, an email exchange, live chat functionality using an AI-powered chatbot, co-browsing and screen sharing, interactive voice response (IVR), and more.
The samwin Mobile Agent is enabling businesses greater convenience and flexibility for their team. The latest generation of the samwin Mobile Agent is available in the app stores for Android and iOS. The samwin Mobile Agent shares key functionality with the professional samwin Web Agent, expanding the samwin Agent family with a mobile application for Android and Apple devices. The mobile app helps minimise business disruption, staying connected, when an agent needs to complete work away from their desk.
With data driven intelligence for the operator and contact centre. As we start a new year, we often wonder what it will deliver so we can plan to help capture market growth. Afterall, future visioning and foresights are an important part of business planning. Here we look ahead at 2024 and beyond for the customer experience, focused on the operator and contact centre space.
Voitec’s three-part series ‘Contact Centre Pain Points’ has explored the multitude of ways that businesses can experience pain points and the steps that organisations can take to mitigate them. In Part I we considered pain points that impact customers and lead to lost sales, revenue and reputation. In Part II, we looked at pain points that effect your customer service or contact centre agents, resulting in staff turnover and lost opportunities for professional growth.
Pain points are specific problems within your user journey that can negatively affect the overall experience. Removing or mitigating these pain points can create a seamless interaction that has multiple positive flow on effects for your business. In this series, we are focusing on the most common pain points experienced by customers, by contact centre
What are the main call centre pain points, and how can they be solved? Every business will experience pain points, and it’s important that these are identified and mitigated so that your organisation can continue to offer an optimal experience for your customers and employees. In this series, we will explore the most common pain
