Tag Archives: Web Chat

Intelecom introduces latest enhancements to its cloud-based contact centre solution with improved security features and Web Chat functionality

PRESS RELEASE: Intelecom Group AS has announced the latest enhancements to its multi-channel cloud-based contact centre solution. As an ISO 90001 and ISO 27001 certified, PCI DSS compliant organisation, quality and information security management are top priorities for Intelecom. The new security features build additional resilience into the contact centre environment with the introduction of two-factor authentication and an IP address whitelist for logon. At the same time, new Web Chat functionality underlines Intelecom’s ongoing commitment to improving real-time interactions for next generation customer service. Continue reading Intelecom introduces latest enhancements to its cloud-based contact centre solution with improved security features and Web Chat functionality

Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey

PRESS RELEASE: While half (54 percent) of U.S. consumers still prefer to use the phone to resolve a customer service issue, over 67 percent think web chat will eventually become more widely used, according to a new survey conducted by Firstsource Solutions, a global provider of business process management services. The survey aimed to gain insight into consumer attitude and use of web chat services. Continue reading Web Chat to become the next wave of Customer Management Adoption, according to Firstsource Survey

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14 top tips to implement a successful web chat policy. These tips were compiled from a webinar hosted by Genesys where 256 attendees discussed the value of web chat and the ways to make it work.  Continue reading 14 tips for 2014 to make web chat work