Seeking to simplify business processes while taking up a minimum of space and making the most of what new technologies have to offer: this is the motto of internet telephony software! In that regard, a softphone (a contraction of software and telephone) is an advanced software that allows phone calls to be made from a computer. Find out what is a Softphone and how does it work in our article.
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ACD or Automatic Call Distribution is call center software's feature, and a smart programming tool that enables intelligent control of incoming calls and queues by routing them to the proper person. How does it work during campaigns? and What are its capabilities?
Today we talk about Omnichannel and consumer relations 2.0. The telephone by contact centers, a more conventional but still commonly used channel, has not avoided this resurgence and that’s where CTI or Computer Telephony Integration comes in.
Telephony software has evolved into a powerful tool for increasing productivity and enhancing customer satisfaction within contact centers. While business owners must consider their own goals when selecting the best technologies, having a CRM is one of the cornerstones of high performances in contact centers.
It's the art of creating the data flows between your contact center solution and your CRM. But it's actually more than that: the data coming into the CRM must be unified. But how do you achieve such integration?
Whether it's adapting to new work habits, anticipating call peaks, or taking advantage of cloud technologies. More and more business owners are choosing contact center software hosted in the cloud to manage their organization.
Thanks to the power of cloud technologies, call centers can now rely heavily on cloud contact center solutions in SaaS mode, without having to worry about infrastructure, management, and maintenance.
Dialing technologies are a must-have tools for any contact center running phonecampaigns. These tools typically offer three modes of campaign management - contact preview, progressive and predictive - as well as a number of options aimed at increasing the level reachability. But what can each dialier offer to your organization ?
Performance and results are vital factors for today's outbound call centers. Therefore, it is important to choose the right technology that will boost your capabilities. What are the basics of a good choice?
If you ask a contact center owner about the cost of his technology, he will surely have an answer for you. On the other hand, if you ask him how much he earns from that technology, he will probably have difficulty answering you. Hence the role of ROI!