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

Read More »
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.

Read More »
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.

Read More »
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.

Read More »

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.

Read More »

A Guide to Cloud Data Security for Contact Centres

In the modern era, where data is the new gold, ensuring its safety and security, especially in the cloud, is paramount. For business owners and large corporates with cloud contact centres, understanding and implementing robust cloud security measures is not just essential; it’s a business imperative. This guide delves into the intricacies of cloud data security, highlighting key strategies and tools like CASB, cloud controls, and encrypted cloud storage to fortify your cloud cyber security.

Read More »