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Complex routing/decisions made simple. Can your CCaaS do this?

It is my impression that the Contact Center industry indoctrinates customers to simply not expect that  complex scenarios can or should be managed by CCaaS products because their platforms lack the foundation and flexibility needed to run modern Contact Centers.As I...

Scheduled Callbacks or The Art of Increasing Customer Satisfaction

Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you were looking for!Customer: Hi! I am super interested in talking to you. Unfortunately, I am in the middle of a meeting. But I have a few minutes...

Record Strategies and Lead Scoring

How NGNCloudComm increases Contact Center ROI by automatically prioritizing the most profitable leads to be contacted first[dg_adh_heading title_prefix="ROI Focus" _builder_version="4.18.0" _module_preset="default" global_colors_info="{}"...

Employee Chat for the Contact Center

Have you tried using other chat systems – Teams, Zoom, Rocket Chat, but find that you need additional features and options that are specific to needs within the contact center industry? Do you need to control which agents are able to chat with each other, control...

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