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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IVR interactive voice response

Understanding IVR and What It Could Do For Your Business

IVR or interactive voice response allows computers and humans to interact with one another via voice and keypad inputs, known as dual-tone-multi-frequency (DTMF) tones. IVR is used in telecommunications to enable interaction between customers and a company’s host system. An IVR system gives customers a series of options from which the customer can select by

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