Category: Customer Service

medical staff phone not working

Broken Lines! Voice AI a Game Changer for Continuous Communications for the Healthcare Sector

In the wake of the Optus network outage on the 8th November 2023, the fragility of Australia’s telecommunications infrastructure was starkly revealed. The outage not only disrupted everyday life but also posed, significant challenges to critical services, including hospitals and healthcare providers. The Australian Government’s report released on the 30th April 2024, on the incident

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Customer Service Representative

Transforming the Customer Experience: CX CLOUD® Seamless CRM Integration with Microsoft Dynamics

In today’s fast-paced business environment, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. A well-integrated contact centre solution can significantly enhance customer interactions and streamline operations. Empower your customer service team and personalise the customer experience with CX CLOUD® and its seamless customer relationship management (CRM) integration into Microsoft Dynamics.

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customer experience

The Omnichannel Customer Experience

The omnichannel customer experience (CX) refers to creating a seamless and integrated experience for customers across various channels and touchpoints. It involves delivering a consistent and cohesive experience regardless of the customer’s interaction point, whether it’s via a conversation with a live agent, an email exchange, live chat functionality using an AI-powered chatbot, co-browsing and screen sharing, interactive voice response (IVR), and more.

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samwin app

Now available via App Stores – samwin Mobile Agent

The samwin Mobile Agent is enabling businesses greater convenience and flexibility for their team. The latest generation of the samwin Mobile Agent is available in the app stores for Android and iOS. The samwin Mobile Agent shares key functionality with the professional samwin Web Agent, expanding the samwin Agent family with a mobile application for Android and Apple devices. The mobile app helps minimise business disruption, staying connected, when an agent needs to complete work away from their desk.

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The Customer Experience in 2024 and Beyond

With data driven intelligence for the operator and contact centre. As we start a new year, we often wonder what it will deliver so we can plan to help capture market growth. Afterall, future visioning and foresights are an important part of business planning. Here we look ahead at 2024 and beyond for the customer experience, focused on the operator and contact centre space.

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Contact Centre Pain Points – Part III: Business-Centred

Voitec’s three-part series ‘Contact Centre Pain Points’ has explored the multitude of ways that businesses can experience pain points and the steps that organisations can take to mitigate them. In Part I we considered pain points that impact customers and lead to lost sales, revenue and reputation. In Part II, we looked at pain points that effect your customer service or contact centre agents, resulting in staff turnover and lost opportunities for professional growth.

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woman working in office customer service

Contact Centre Pain Points – Part II: Agent-Centred

Pain points are specific problems within your user journey that can negatively affect the overall experience. Removing or mitigating these pain points can create a seamless interaction that has multiple positive flow on effects for your business. In this series, we are focusing on the most common pain points experienced by customers, by contact centre

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Customer Calling

Contact Centre Pain Points – Part I: Customers

What are the main call centre pain points, and how can they be solved? Every business will experience pain points, and it’s important that these are identified and mitigated so that your organisation can continue to offer an optimal experience for your customers and employees. In this series, we will explore the most common pain

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conversational ai

GPT 4 Chatbots and the Future of Conversational AI

Conversational AI is one of the hottest topics right now. Unless you’ve been living under a rock, you will have heard about OpenAi’s ChatGPT, and how it is revolutionising the way students write essays, and changing the way businesses operate. But the truth is that artificial intelligence has been around for well over a decade.

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artificial intelligence

Why AI Will Transform How Customer Service Teams Work

The customer service experience is being transformed by the use of smart artificially intelligent solutions that enhance the way that customers can interact with organisations. AI, or Artificial Intelligence, uses computers to mimic the problem-solving and decision-making capabilities of the human mind. It can be used to provide fast and effective service to customers, including

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