Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Jeff Greenfield.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Hodusoft

MAY 29, 2024

Software Advice’s FrontRunner for Auto Dialer Software Advice, which was founded by Don Fornes and Austin Merritt in 2005 in San Francisco, is now acquired by Gartner. Robo Dialer: This feature leverages automated voice messaging technology to deliver pre-recorded messages to a targeted list of contacts.

Interactive Voice Response 52

Interactive Voice Response Contact center software CRM Contact Center 52

Talkdesk

MAY 7, 2015

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. With call center software with real-time metrics , agents can easily check the availability of their teammates before transferring calls or sending an email.

Call Center 40

Call Center Interactive Voice Response call center software Analytics 40

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. Use skills-based routing in your IVR and send questions to the perfect group. And as we live and work through a pandemic, that number has only grown. Remote work isn’t just a trend any more.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67

Comm100

FEBRUARY 13, 2018

In 2005, Bain & Company surveyed 362 firms. Human issues aside, customers often get frustrated with the material problems of call center contact – frustrating IVR options, being on hold, telling multiple people about the same problem, and being transferred through endless departments are all sources for customer frustration.

Multichannel 53

Multichannel Benchmark Journey mapping Call Center 53

Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.

Contact Center 52

Contact Center Enterprise Call Center APIs 52