IVR allows businesses to interact with callers through a series of automated menus, often enabling the customer to self-serve for faster resolution. An IVR system typically plays a recorded greeting for the caller, announces the menu options, and then either connects the caller with the most qualified agent, transfers them...
Migrating Your Contact Centre to Teams
Collaboration is one of the biggest buzzwords in the communication industry today. Companies everywhere are searching for solutions that allow them to enhance and improve the conversations between their employees. One of the most popular tools for this move to a new collaborative strategy, is Microsoft Teams, the flagship tool...
CRM Integration and Why it’s Crucial
Many technology vendors have been focused on developing contact centre software that integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics. With this focus, many contact centres now have capabilities that range from screen pops based on customer phone numbers, email addresses etc., through to API integration to...
Advanced Call Routing with MS Teams
With the sudden shift to remote work during the global pandemic, many companies have been scrambling to modernise their working environments. At the forefront of this trend is the need to streamline communication for a globally distributed workforce.Enterprises with global and remote workforces need a secure and reliable approach for...
Give your Agents the Tools they need
The year just passed has been nothing short of transformative, and has brought about a paradigm shift in how everyone operates. Many organisations have dipped their toes in the idea of remote working environments prior to the pandemic, while many others were forced to adapt. Contact centres and contact centre...