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...
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...
Speaker Recognition and Contact Centres
Speech recognition is the ability of a computer to recognise spoken words. Speech recognition software is now becoming commonplace in today’s digitally connected world. In recent years, its growing use in consumer technology has made it nearly synonymous with popular voice-activated digital assistants. Call center customer interactions contain a goldmine...
Conversational AI – Transform Your Contact Centre
Conversational AI allows organisations to achieve higher standards of efficiency and heightened customer satisfaction by providing a central interface surfaced over any channel that controls, queues, and executes the series of back-end processes, integrations and chatbots required to deliver a response to your customer’s query. Simplify your customers’ support journey...