The Business Case for Cloud Based Contact Centres
Cloud-based contact centres are a network-based service that gives your business the ability to take customer calls and handle customer interactions entirely online via a web-accessible platform. They operate on a subscription model and provide services remotely to businesses. Businesses are increasingly beginning to adopt cloud-based contact centres because of the innovative and forward thinking
Voitec Continues to Drive the Customer Experience in Australia and New Zealand with Surfly
Today Voitec announced a strategic partnership with Surfly, the world’s leading provider of co-browsing technology. As part of the partnership, Voitec enables organisations in Australia and New Zealand to drive the customer experience through Surfly’s universal co-browsing technology. “Together with Voitec, we will be able to put the power of Surfly’s universal co-browsing in the
The Features & Functionality a CX CLOUD® Contact Centre Solution Can Bring to Your Business
The CX CLOUD® contact centre solution provides several useful features and functions that enable businesses to create flexible, secure and scalable work environments. A cloud-based contact centre allows businesses to provide customers with around-the-clock support, as well as fast and accurate solutions. This brilliant technology has proven to lead to more productive businesses, improved customer
What is Automatic Call Distribution (ACD)?
Automatic Call Distribution (ACD) is an old term. It refers to the mechanism of transferring calls to agents. These days, ACD is called ‘call forwarding’. This mechanism has been improved over time and is now an essential aspect of the customer experience. Instead of just transferring a call to an agent, it’s now about transferring
5 Steps to Creating a Cloud Call Centre for Your Business
A cloud call centre gives your business the ability to take customer calls and handle customer interactions entirely online via a web-accessible platform. With call centre technology accessed from virtually anywhere in the world, your business will no longer require expensive, maintenance-intensive physical infrastructure. With all the benefits associated with this technology clear, you’ll likely
Computer Telephony Integration and Customer Relationship Management
Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) are mutually-beneficial technologies that should be integrated. Integration opens up a whole range of benefits for call centres and sales teams, as well as corporations seeking to economise and improve CRM. Developments in software mean integration is as simple as finding a provider and having the