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
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
What to Look for When Choosing A Live Chat Application or System
Businesses have been turning to online live chat as a means of providing 24/7 assistance and interaction with their customers for some time. The best part about live chat is that it offers an easy way for the customer to contact you, a productive way for you to serve them and it also reduces the
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
Mistakes to Avoid When Using Cloud Contact Centre Technology
Cloud technology has transformed the industry by effectively removing the need for enterprises to own, operate and manage an on-site contact centre system. However, many contact centres are still not utilising the technology to its full potential. In this article, we will reveal the worst mistakes you can make when deploying and using cloud contact
CX CLOUD® Base Platform, CCSP is the Most Used Cloud Contact Centre Platform
According to the DMG 2015/2016 Cloud-Based Contact Centre Infrastructure (CCCI) report from DMG Consulting, CX CLOUD® strategic partner. Enghouse Interactive popular Contact Center: Service Provider (CCSP) solution is now the most widely used cloud contact centre platform in the world. It is this pedigree that led CX CLOUD® to choose Enghouse Interactive and CCSP as