PRESS RELEASE: Callision, the company behind the first fully browser-based contact center solution, announced the general availability of two new exciting product offerings to complement its purely enterprise-focused product portfolio. Continue reading Callision Inc. Launches the First Free Cloud Business Phone System and the First Carrier-Independent Enterprise-Grade Contact Center as a Service
Category Archives: Technology
CafeX Supervisor Assist Now Rated “Avaya Compliant”
CafeX Communications announced that CafeX Supervisor Assist is compliant with key customer engagement solutions from Avaya, a global provider of business communications software, systems and services. Supervisor Assist provides managers with a web application to observe and guide agents remotely during live customer calls. Supervisors can see an agent’s desktop, drop helpful tips over web chat, spotlight areas on the agent’s screen and click to open files or fill out forms on the agent’s behalf. Continue reading CafeX Supervisor Assist Now Rated “Avaya Compliant”
NewVoiceMedia achieves SOC 2 Type 2 certification
NewVoiceMedia has successfully completed a Service Organisation Controls (SOC) 2 Type 2 examination based on the trust principles of security, availability and confidentiality. Accountancy firm PricewaterhouseCoopers (PwC) performed a rigorous audit of NewVoiceMedia’s security controls and processes for its products and services. Continue reading NewVoiceMedia achieves SOC 2 Type 2 certification
German Vendor Swyx tops online conversations on Unified Communications
Swyx is considered to be one of the top 100 influencers on Twitter when it comes to “unified communications” according to a new report from Influencer Relationship Management company, Onalytica. Covering both brands and individuals, Swyx comes eighth in the list of most prominent companies, giving them a dominant voice within the active online community. Continue reading German Vendor Swyx tops online conversations on Unified Communications
One Customer, How Many Agents?
Guest Post by mplsystems: As a consumer, a couple of weeks ago, I purchased a product (the details of which are not important) from a well-known and large in size retail brand. While using it in it’s fairly new state, part of it broke, proving the product as faulty and delivering a poor customer experience. After spending a fair amount of money on this product, I was left feeling short-changed and so decided to complain to their customer service department. Continue reading One Customer, How Many Agents?
The Future of Intelligent Customer Routing
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