Author: Voitec

Hand working on phone with cloud technology system concept

The Business Case for Moving to a Cloud Based Contact Centre

The adoption of cloud-computing business models is increasing rapidly—the events of 2020 have accelerated its adoption. In fact, according to global data broker McKinsey, cloud-specific spending expected to grow at more than six times the rate of general IT spending through 2020. Increasingly, businesses are coming to realise that they must scale, pivot and become

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Remote contact centre

How to Make the Move to a Cloud Based Contact Centre

Remote contact centres, also known as cloud based contact centres are growing in popularity. Unlike premises-based contact centres, cloud contact centres are a network-based service that enable your business to handle customer interactions through an entirely web-based platform. As customer expectations of businesses evolve and technology adapts to meet these expectations, there is a strong

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Robotic Hands

Human Touch or Chatbots?

Earlier this year, I had the pleasure of attending an industry roundtable. During the event, several interesting discussions took place focused on chatbots and the human touch, customer service and loyalty, and internal collaboration. Hearing varying perspectives directly from industry leaders proved to be thoroughly insightful and raised many pertinent points regarding the role technology—particularly

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Voitec // PeterConnect

Enabling Meaningful Connections for Your Business

  PeterConnects expands into the Australia, New Zealand and Asia markets with Voitec. Today Voitec announced a strategic partnership with communication software provider PeterConnects. As an increasing number of customers migrate their telephony systems to the cloud, PeterConnects aims to offer more businesses a direct route to getting there. Through this exciting new partnership, Voitec

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Innovation In Customer Experience Voitec Surfly

Innovation in Customer Experience

Amaze your customers with an in-person experience The rapid evolution of technology is changing the fabric of society. Advanced technology is empowering consumers, providing access to a wider range of services, and altering the way in which we engage with organisations. To help address and leverage these changes, companies must harness innovative methods that build

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surfly

Voitec Partners with Surfly for Even Better Client Outcomes

At Voitec, we are excited about our strategic partnership with Surfly. Surfly offers an advanced co-browsing technology that allows you to share your browser in real time, video chat with clients, and share documents securely to promote exceptional customer experiences. Their technology can help you improve myriad aspects of your business, from sales to customer

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Voitec Surfly Strategic Partnership Co-Browsing

Voitec Continues to Drive the Customer Experience in Australia and New Zealand with Surfly

Today Voitec announced a strategic partnership with Surfly, the world’s leading provider of co-browsing technology. As part of the partnership, Voitec enables organisations in Australia and New Zealand to drive the customer experience through Surfly’s universal co-browsing technology. “Together with Voitec, we will be able to put the power of Surfly’s universal co-browsing in the

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What is Automatic Call Distribution (ACD)?

Automatic Call Distribution (ACD) is an old term. It refers to the mechanism of transferring calls to agents. These days, ACD is called ‘call forwarding’. This mechanism has been improved over time and is now an essential aspect of the customer experience. Instead of just transferring a call to an agent, it’s now about transferring

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Customer Relationship Management CRM

Computer Telephony Integration and Customer Relationship Management

Computer Telephony Integration (CTI) and Customer Relationship Management (CRM) are mutually-beneficial technologies that should be integrated. Integration opens up a whole range of benefits for call centres and sales teams, as well as corporations seeking to economise and improve CRM. Developments in software mean integration is as simple as finding a provider and having the

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