Decentralised contact centres is a model that has been gaining popularity within the business world and a key to making this model work is providing at-home agents with access to all the applications they use with full availability, reliability and speed. This can include their agent desktop, CRM, knowledge base,...
Voice of the Customer: The Key to Uplifting Customer Service
Customer service feedback is important to any business. It helps build the company and improves customer loyalty - both of which will help keep the client invested in your services. The foundation of a successful business relies on its customers. Simply coasting through without hearing feedback from them will most...
Why use a native Call Centre for Teams
Collaboration and communication is everything in the modern business world. Organisations have gravitated to systems such as Agile and DevOps with the intention of inspiring teamwork and improving operational efficiency; and central to the success of these systems is a robust, unified communications system. With so many companies using a...
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...
Introducing CentrePal Microsoft Teams Contact Centre
CentrePal is a cloud-based contact centre (CCaaS) solution for Microsoft Teams and it will be first made available for customer preview starting from January 2021. CentrePal has been created by a team of experienced professionals in the fields of Unified Communications, Cyber Security, Cloud Computing and Software Engineering. It is...