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Blog-PBX-vs-CC

First, we understand what cloud contacts are before PBX. The Cloud Contact Center is a comprehensive suite of tools, applications, and cloud-hosted services for call centers or enterprise customer support departments. The cloud contact center can include tools and applications for sending phones, messages that include chat, SMS, social media, robot, etc., as well as email, CRM, and the Omnichannel.

The cloud telephony application simplifies the flow of incoming and outgoing business calls and includes a number of productivity-enhancing and tracking features. This phone feature can be provided in two ways, namely Cloud PBX and Cloud Call Center. Let’s discuss the differences in the features of these applications, but first look at what each application means. Read More

Blog-Relationship-and-CT

How do you prefer your work? Allocated or dispersed? How would it feel to shift from one place to another for every single piece of information? Imagine an accountant has to visit a place, then record transactions, visit the place, then record transactions – it will become a non-stop process that continues till you have all records.

Customers expect a seamless experience when communicating with executives. To stay ahead of the competition, your organization must ensure the service of instant messaging, phone, and email service.

According to Aberdeen Group, the company, on an average, loses about 25% of its customers due to poor customer service. Remove the loss with an efficient CRM phone system, and retain around 89% of customers.

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Blog-Enhance-CX

Thriving in the business market has drastically changed over the last decade!! Let’s see how you can become a leader in this fast-paced business marketing environment to enhance customer experience. 

Customer experience is one of the most prominent factors that help to determine how a business will thrive. A product or service may be great, but if it cannot retain the customers, then there is something missing!! 

Nowadays, Customer Experience has become the oil in your engine because it plays an integral role in determining whether your business will succeed or fail. 

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Blog-Cloud-Trends-2022

There was a sudden shift in needs and priorities between 2020-21 due to Coronavirus. It might be a hassle to describe how customer service exercised from the past two years as many experienced an eventful, innovative, and challenging time. New year – 2022 will soon knock on doors with fresh trends and opportunities. The contact center industry will also explore trends focusing on developing efficiency, cost-savings, improved customer experience (CX), employee experience (EX), etc.

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Blog-IVR-Small-Business

IVR or Interactive Voice Response can be the ideal solution for many businesses. If your business calls for availability round the clock, the IVR can be the best replacement for a human voice receptionist. A small business often does not have the budget for 24-hours active customer support. 

Also, what about clients who try to reach out beyond office hours? IVR is an effective solution in such a situation as well.

Besides managing the client queries, IVR also has several other advantages when integrated with CRM and other contact center systems. 

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Blog-Voice-Analytics

Agents work hard every day to communicate with customers. They keep track of customers’ performance throughout the day, leaving their own aside. They do their best to maintain quality and represent the brand in their best way. And finally, they would like recognition for their efforts.

It is somehow impossible to review all customer calls and analyze each agent. You can hire a team for this, but doing it manually is still very primitive. Imagine if you had a solution that generates reports, triggers actions, or even pushes an agent based on what is being said during a call. This is what voice analytics does.

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