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The history of call qualification – a perspective

Someone was asking me about the techniques that in time have been used to qualify contact center calls – to understand what the caller wants and so route the call to the best group of agents in the contact center operation. I must say I wasn’t there for the beginning...

My take on Omnichannel digital transformation

Every contact center offer is Omnichannel these days. Companies operating in the space of contact center software – like everyone else – follow trends, and having Omnichannel operation, the ability to save and retain context gathered on a channel to then use it the...

Better customer experience in Telecom – an effective solution

In recent years, the value of customer experience for businesses has gained substantial attention. The concern with user satisfaction, which is crucial for high performance companies, is giving renewed impetus to the search for better tools for telephone operators and...

Everything You Always Wanted to Know About Voicebots* (*But Were Afraid to Ask)

Voice is undoubtedly the most used communication channel – among people, but not only. Voice is increasingly being used to interact with machines. There is a body of research indicating that a majority of people uses voice to search for information on their...

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