• Transform the Customer Experience with Vocalcom Cloud

    Cloud computing has an ever-growing presence in the business world and has increasingly become the model of choice for contact centers. As a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers, the cloud contact center model offers numerous advantages in two principal ways: enhancing the efficiency of the...

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  • Top 10 Tips for Reducing Average Handling Time

    Contact center agents have to strike a delicate balance when it comes to delivering excellent customer service. On one hand, quality should never be compromised and customer satisfaction is always top priority. However, time is of the essence for both companies and customers alike: it’s costly for businesses when agents spend too much time with a single customer (especially...

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  • Delivering an Optimized Customer Experience with IVR

    As discussed in our last blog post, IVR offers a host of benefits to both companies and customers alike. Companies may greatly reduce costs, increase sales, and maximize the efficiency of contact center agents, while customers save time and gain trust in a brand through an efficient customer service experience. However, simply implementing an IVR system is not enough...

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  • Can IVR Destroy the Customer Experience? Press 1 or “Say Hello to Visual IVR”

    When customers reach out to contact centers for support, they want quick and efficient service. As more and more contact centers strive to implement automation into their customer service strategy, one excellent advance in contact center software has been the innovation of IVR, or interactive voice response. IVR is a telephony system that uses either speech-recognition or touch-tone technology...

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  • Big Data Analytics: Creating Brand Loyalty and Better Customer Service

    When consumers make purchases online, it is often the case that they wish to save time and money by seeking out the best price and quickest method of payment and delivery. Take the example of Amazon.com, where one can buy a myriad of products at discounted prices and easily qualify for free and even expedited shipping with a rather...

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  • The Cloud-Based Contact Center Solution – What It Means for Customer Service

    In the past few years, cloud computing has become an increasingly familiar concept embraced by many sectors of the business world. As defined by technology research firm Gartner, cloud computing is a method in which massively scalable IT-related capabilities are provided like a service using Internet technologies to multiple external customers. Not truly a technology in and of itself,...

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  • IDC: ‘Cloud Represents One of the Fastest Growing Submarkets’

    Technology is booming, and it is important that companies adapt to the ever-changing nature of business. This is not only important for companies to stay competitive in the eyes of the consumer, but also to future-proof their existing systems. As cloud technology is a massive submarket, it is important that businesses at least take a moment to consider how...

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  • Top Three Things You Need to Evaluate Before Rising to the Cloud

    Moving one’s enterprise to the cloud is a trend that just keeps getting bigger, and it makes sense why. By properly utilizing cloud technology, such as a cloud contact center, operational costs can be cut, information can be made more accessible and consumers can be better served. However, there are of course a few important things to consider when...

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  • Just How Many Companies Are Confident in the Cloud?

    As more companies begin to look to what the near future and the New Year will bring, a common theme is beginning to emerge: they are all recognizing the benefits of cloud adoption. Enterprises are clearly growing more confident in the cloud’s abilities to serve their needs, as evidenced by new research revealed by KPMG. The research shows that...

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