How Successful Agents Achieve Best Results (It’s Not Always All About Technology) Intelligent, skill-based routing transfers callers to the best agent every time, improving ROI and boosting brand reputation. You have heard it before: staying on top of the latest…
Predictive dialers are becoming increasingly popular tools among contact centers. Brands across all industries are discovering the advantages of a system that optimizes their outbound campaigns by reducing wait times in between calls and maximizing agent productivity and customer engagement.…
Independently from their specific objectives, call centers are always on the lookout for ways to improve productivity. To this end, most organizations are now relying on automatic dialers to optimize their outbound call operations. As there is a wide variety…
From cold-calling to customer support delivery, the voice channel keeps playing a strategic role in finding leads. Nonetheless, outdated systems such as manual dialing, basic touch-tone phones without caller ID and paper-based call lists will most likely fall short of…
Computer telephony Integration (CTI) is a contact center technology connecting a telephone system to a computer. CTI provides agents with the tools necessary to manage and reroute inbound calls directly from their devices
Voice over Internet Protocol (VoIP) is a technology enabling businesses to conduct phone calls over the internet.
Automatic Call Distribution (ACD) is smart technology allowing calls to be routed to the most qualified agent for a specific query.
Interactive Voice Response (IVR) is an automated answering system allowing inbound callers to select their preferences before being connected to a contact center agent.
Cloud PBX (Cloud-based Private Branch Exchange) is an IP-based phone exchange.
In our fast-paced society, it should come as no surprise that businesses around the world are constantly adapting their customer interaction management to the latest trends and technologies available. As they strive to meet the higher standards of an ever-demanding…
