Man sitting at his desk smiling with a headset on his computer

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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Steps to Creating a Cloud Call Centre

5 Steps to Creating a Cloud Call Centre for Your Business

A cloud call centre gives your business the ability to take customer calls and handle customer interactions entirely online via a web-accessible platform. With call centre technology accessed from virtually anywhere in the world, your business will no longer require expensive, maintenance-intensive physical infrastructure. With all the benefits associated with this technology clear, you’ll likely

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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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Gold winners award with three stars to be awarded to the first place in a competition or championship standing on a pedestal against a blue

CX CLOUD® Partner, Enghouse Interactive Receives 2017 Cloud Computing Excellence Award

CX CLOUD® strategic partner, Enghouse Interactive a leading developer of a comprehensive portfolio of contact centre software and services, today announced that its contact center as-a-service offering, Contact Centre: Service Provider (CCSP), has been awarded the 2017 Cloud Computing Excellence Award by Cloud Computing magazine. This honour is bestowed upon companies that have most effectively

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