Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

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Metrics Call Center Schedule adherence Abandon Call 78

aircall

MAY 11, 2017

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. Computer telephony integration benefits not only your customers and your agents, but will also make a call center manager’s job easier. Smart call routing.

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Interactive Voice Response voip Call Logging First call resolution 89

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. The Difference Between Inbound and Outbound Call Center. An outbound call center is meant for sales teams so they can call prospects.

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Contact Center Interactive Voice Response Contact center software Cloud contact 98

Hodusoft

SEPTEMBER 14, 2021

HoduSoft’s contact center software brand HoduCC, made the cut among top solutions for large and small call centers in the final list. The selection is based on features such as call routing, call logging, and call recording. The good old phone calls never fail.

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Telemarketing Contact center software Call Logging CRM 98

Calltools

MARCH 4, 2020

Numerous industries use call centers for different purposes like providing customer services, tech support, increasing sales, and collecting debts. A call center can’t perform its most essential tasks, though, without the right tools. Hardware for Call Centers You can’t have a call center without hardware.

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Call Center Interactive Voice Response CRM voip 52

Balto

JANUARY 2, 2025

Call center productivity is the engine of successful call center operations, driven by the efficiency and performance of each call center agent. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

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Call Center Abandon rate Interactive Voice Response First call resolution 52

Babelforce

JUNE 8, 2022

Call center blockage is when a business’s communication channels are unable to take new incoming contact. This typically occurs during busy periods when all available agents are already handling calls. More staff means more people available to take calls that would have previously been blocked. Reduce post-call work.

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Call Center Self service Interactive Voice Response Call Logging 52

JustCall

MAY 28, 2020

The COVID-19 scare has shut down almost all on-premise call centers. Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. A virtual call center driven by a cloud phone system turns out to be a great solution here. What is a Virtual Call Center?

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virtual call center Call Center Interactive Voice Response CRM 52

AWS Machine Learning

DECEMBER 21, 2023

A call center agent’s job is to handle inbound and outbound customer calls and provide support or resolve issues while fielding dozens of calls daily. Keeping up with this volume while giving customers immediate answers is challenging without time to research between calls.

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Contact Center Scripts Interactive Voice Response contact center solutions 119

Global Response

JULY 17, 2023

But one of the most cost-effective outsourcing options is using a call center, as opposed to managing customer service and call center operations in-house. In this article, we’ll show you seven key ways using an outsourced call center can save your business money. Leverage technology for automation.

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Call Center outsourcing Upselling Self service 62

Noble Systems

NOVEMBER 17, 2020

The use of CTI has expanded to include a range of computer-phone connected functions that help improve the management of customer calls. With fast access to caller information, including history and context of calls and issues, agents can confidently and quickly solve customer problems. Who uses CTI? Common Functions of CTI.

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Interactive Voice Response Technology Customer Experience call center software 57

NobelBiz

MAY 24, 2022

Managing call center agents remotely has become a true challenge for the industry. Running a remote call center, on the other hand, has become relatively simple with strong management, an excellent organization, and the necessary contact center technological tools. But how exactly?

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Call Center Management virtual call center Interactive Voice Response 52

aircall

NOVEMBER 4, 2016

This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. This is immensely helpful to call center agents and managers alike.

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Customer Support Interactive Voice Response Call Center Automatic Callback 83

aircall

AUGUST 12, 2022

Never miss a call. The main benefit of a cloud-based phone system is that you never miss a call to create a better experience for candidates and recruiters alike. Call routing and IVR features also help to get calls to the right person at the first ring. Call routing. Call extensions. Call tagging.

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voip Interactive Voice Response Call Logging Analytics 71

JustCall

APRIL 4, 2023

JustCall is a leading cloud-based phone system that allows businesses to make and receive phone calls from anywhere. With features like call recording, IVR (Interactive Voice Response), call forwarding, and voicemail. On the other hand, Genesys is a customer experience and contact center platform.

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call center software Call Center Interactive Voice Response Call Logging 52

Babelforce

JUNE 23, 2022

In this article, we’ll look at six features you should look out for when choosing the best call management software for your business. Defining call management software. A typical call management platform has several features that help call centers streamline call handling. Look for conversational IVR.

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Interactive Voice Response voip Management Self service 52

JustCall

SEPTEMBER 16, 2019

Cloud telephony solution automatically saves all the call-related details that include call logs and details, SMS details, notes, call recording, disposition codes/call outcomes and others in your respective CRM. With multiple active calls at any instant, the sales team will be able to handle more prospects.

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Sales Interactive Voice Response CRM Call Logging 64

JustCall

AUGUST 18, 2021

Contact Center Features. Apart from availing local business phone numbers, JustCall offers IVR system , calling routing , post call surveys and other advanced contact center features. Call Masking. Create a custom caller ID for your business phone number to mask all your outgoing calls.

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virtual call center Education Call Logging Call Center 98

JustCall

AUGUST 5, 2020

This system enables call center agents to attend calls right from their desktop. Agents can access all call logs and caller's information on their desktop with just a few clicks. It does not matter whether the call comes on their desktop or phone. Callers hear the IVR when the call connects.

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Outsource Consultants

JANUARY 10, 2025

Identify and automate repetitive tasks to allow your agents to focus on complex, value-added interactions. Tasks prime for automation include data entry, call logging, and basic customer inquiries. Interactive Voice Response (IVR) systems handle simple queries without agent intervention.

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Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

aircall

NOVEMBER 9, 2016

What’s the difference between on premises and cloud-based call center ? The first step towards picking the right call center software is knowing your options. These are the four most common types of call center software. Let’s take a look: On premises call center. Setting up.

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call center software Call Center virtual call center voip 48

JustCall

DECEMBER 12, 2022

JustCall is a Salesforce-integrated auto dialer that lets you do much more than automatically make and receive calls. At a reasonable call center dialer price. This auto dialer enables you to work like a premium call center or BPO with all the features that come with a calling process. Key Features.

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Interactive Voice Response call center software Multichannel CRM 52

JustCall

APRIL 3, 2024

Reports highlight that 83% of callers would avoid a company after a bad brush with the company’s IVR system. So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume: What is it?

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Sales Interactive Voice Response Abandon rate Agent burnout 52

aircall

MAY 3, 2021

Salesforce is a leading CRM , and a Salesforce open CTI is a term that refers to technology that enables Salesforce CRM software to interact with telephones. With the goal of improving productivity, a CTI integration is primarily used in call centers or contact centers. Benefits of a CRM Call Center Integration.

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voip Interactive Voice Response CRM Call Center 62

aircall

MAY 24, 2018

Even something as simple as updating an IVR menu (ex.“Press Aircall’s insights into missed calls, for example, helped Archit visualize exactly where callers were abandoning the main IVR menu. With a few hours of planning and a few seconds of clicking, he was able to set a more effective IVR sequence and realign staff schedules.

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Interactive Voice Response Call Logging Construction Analytics 59

JustCall

DECEMBER 1, 2022

That’s what voice broadcasting can do. It is a technology that allows you to broadcast telephone messages to several call recipients simultaneously. Voice broadcasting is part of Interactive Voice Response technology. An interactive menu can convey other messages depending on customer actions.

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Interactive Voice Response Marketing Call Logging Education 52

NobelBiz

SEPTEMBER 24, 2024

Nextiva is considered a powerhouse of the best call centers in today’s time. This article will take you through the top 5 best alternatives to Nextiva, which will help you increase your call volume, save time, and boost productivity. Automation Automation is key to improving operational efficiency.

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voip Interactive Voice Response CRM Contact Center 52

aircall

NOVEMBER 4, 2016

This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity. Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. This is immensely helpful to call center agents and managers alike.

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Customer Support Interactive Voice Response Call Center Automatic Callback 54

Hodusoft

AUGUST 29, 2024

Some of the key ways AI technology is reshaping BPO contact centers and the services they provide include- Automation of Routine Tasks One of the major impacts of AI in BPO call centers is the automation of routine and repetitive tasks.

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Contact Center Interactive Voice Response Business Process Outsourcing Call Center 52

JustCall

JANUARY 27, 2023

Features Services like magicJack come with a plethora of non-standard features along with standard ones, such as individual appointment schedulers for all users, call blocking, call forwarding, etc. Call notes and ratings – Add custom notes and ratings to call recordings that agents can use to improve.

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aircall

JANUARY 19, 2021

A simple log-in process connects them to all their digital sales tools at a glance. Call logging. Outbound calls are automatically logged to create a documented call history where sales reps can identify where prospects are within the sales funnel. Why a Cloud Phone System Creates Support Autonomy.

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voip Interactive Voice Response Sales Government 62

aircall

AUGUST 13, 2021

And thanks to flexible plans and tiered service packages, Aircall VoIP is ideal for call centers, large firms, and SMBs. Advanced call routing. Automated caller assistance via Interactive Voice Response (IVR). Virtual call center with consolidated contacts. After-call work.

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voip Interactive Voice Response APIs Call Center 62

JustCall

AUGUST 10, 2022

If you have specific call logging, call recording, and call routing Avoxi is a good choice. Top 8 Alternatives to Avoxi – Choose the Best Call Center Software for Your Business. Multi-level IVR with automatic call distribution based on requisite filters. Image Source. Cloudtalk Overview.

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Interactive Voice Response voip CRM call center software 52

JustCall

JANUARY 30, 2023

With an increased focus on enhancing customer experience, solutions like business phone systems and call center platforms are non-negotiables in modern tech stacks. OpenPhone OpenPhone is a business phone system with features like call recording, call monitoring, IVR, and call routing.

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Interactive Voice Response voip Enterprise Call Logging 52

JustCall

JANUARY 20, 2023

JustCall JustCall is a cloud-based business phone and contact center solution. JustCall delivers telephony features that help enterprises tie all communication channels like calls, texts and video onto one collaborative platform. Monitor, whisper, or barge – Monitor live agent calls or guide them in real-time with call whispering.

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Interactive Voice Response Enterprise voip APIs 52

Babelforce

JUNE 30, 2022

Busy call centers handle a lot of calls. This isn’t easy, but good call management software helps by enabling more efficient processes. With these in place, you’ll be able to manage a higher volume of calls with the same resources while optimizing your customer experience. Automate post-call processes.

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Management Average Handle Time Wait times Call Center 52

Babelforce

APRIL 23, 2020

Some contact centers are about halfway to automating this – they have their IVR ask for identifying information, like a reference number. The next step is to automatically use that data to update your call log. For example: Mrs B, loyal customer, calls you. Try this: ‘ Your (Free) Guide to Call Center Automation ’.

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