Routing customer queries to the best skilled agent to deal with them is the foundation of every contact centre. As consumers continue to increase the amount of channels they communicate with the company via, it becomes increasingly difficult, and yet crucial, for contact centres to assign them in a timely manner. For example: after speaking to an agent on web chat, the customer would expect to have their query routed to the same agent on the phone later down the line. Continue reading The Future of Intelligent Customer Routing
Category Archives: Technology
VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal
PRESS RELEASE: VOSS Solutions announced a collaboration with KCOM to offer an integrated management solution for both UC and Contact Center, enabling front and back office support from a single, highly intuitive administration portal. KCOM is one of the UK’s most respected and established IT and communications services companies, offering integrated solutions to some of the UK’s largest public and private sector enterprises. In 2012, KCOM became the first Cisco HCS Contact Center customer in Europe and VOSS has provided the UC management component to KCOM’s cloud communications platform ever since. Continue reading VOSS Solutions Extends Collaboration with KCOM to Provide Integrated Contact Center Management and UC Management from a Single Portal
Santander is first bank in UK to let customers make payments using just their voice
Santander is pleased to be the first UK bank to enable customers to make payments using their voice. This new technology follows the successful launch of voice assistant banking, introduced last year and the enhanced functionality means the tool now understands commands such as: Continue reading Santander is first bank in UK to let customers make payments using just their voice
American Red Cross Selects BroadSoft CC-One SaaS for Contact Center
BroadSoft announced that the American Red Cross® has selected the BroadSoft Business CC-One application, an analytics-driven cloud contact center solution – to better serve citizens during disaster response and relief efforts with a flexible and agile virtual call center model. Continue reading American Red Cross Selects BroadSoft CC-One SaaS for Contact Center
ShoreTel Integrates with G Suite and Google Chrome to Streamline Workflows and Increase Productivity
PRESS RELEASE: ShoreTel®, a leading provider of communication solutions that make interactions simple launched ShoreTel Connect for Chrome browser, an integrated solution that delivers a unified communications experience between ShoreTel Connect, G Suite and Google Chrome. With a new client app, users can streamline workflows and increase efficiencies with integrated contacts, events and call control. Continue reading ShoreTel Integrates with G Suite and Google Chrome to Streamline Workflows and Increase Productivity
Unify Extends the Collaborative Power of Circuit to Include New Integrated Conference Room Solution, Circuit Meeting Room
Unify, the Atos brand for communications software and services introduced new features and an expansion to their Circuit platform, Circuit Meeting Room, the collaboration-space enabler of the digital workplace. Designed to support today’s mobile and distributed workforce, Circuit Meeting Room combines the value of video conferencing with the power of social collaboration for more effective and productive meetings. Additionally, Unify is adding new functionality to Circuit, offering a new desktop option and increased features and functionality for mobile users. Continue reading Unify Extends the Collaborative Power of Circuit to Include New Integrated Conference Room Solution, Circuit Meeting Room