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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Co-Browsing Technology

How Co-Browsing Technology Can Improve Customer Service

Customer service is becoming increasingly digitised. As such, new technologies that facilitate improved digital customer service and enhanced experiences for contact centre agents are quickly evolving. A perfect example of is co-browsing technology. It enables agents to efficiently diagnose a customer’s problem and provide a tailored, step-by-step solution. Co-browsing technology has developed over the years

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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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