Your contact center shouldn’t hold your growth hostage. Yet that’s exactly what’s happening to businesses relying on Avaya’s increasingly restrictive platform. Avaya filed for bankruptcy in 2023, which shook the market’s confidence in the platform. They now require a minimum of 200 seats to qualify for sales for their AXP Public Cloud service. Additionally, their […]
The difference between a loyal client and a lost one often comes down to a single interaction. Studies show that even a single poor experience can make 1 in 3 customers walk away from your brand. It is important for you to not only be present on all your customers’ preferred communication channels, but also […]
Change is inevitable. Over the years, customer demands and customer expectations have changed and evolved considerably. Moreover, the concept of consumer experience has taken on a whole new dimension. In this saturated industry, quality of service is often a key differentiator for the company. Automated operations and digitized customer service have taken over. The future […]
If you are setting out to build a contact center, one of the first big decisions is whether to go with a cloud-based solution or stick with an on-premise setup. Both have their pros and cons. While cloud contact centers have become pretty popular over the years, plenty of companies still choose to keep things […]
When it comes to running a call center efficiently, software can make or break your operations. Today’s customers expect seamless omnichannel communication. Whether it’s via phone, email, chat, or social media. Having a robust, flexible omnichannel solution is more critical than ever. According to a recent study, brands with strong omnichannel engagement retain 89% of […]
If you’re leading sales or support teams, you know that the auto dialer Cost of every interaction matters. You don’t wake up asking “Which dialer has the shiniest UI?” You wake up asking: How many agent conversations can we create today and at what auto dialer software cost? The reality is that the auto dialer […]
Be honest: how many times have you hung up on a “press-1” message this week? The choreography is predictable: choose a number, pick another, get bounced to the start, repeat your details, give up. Industry trends indicate a double-digit IVR abandonment in many environments. That’s real money leaking out of your funnel, and a brand […]
“Good enough” is gone. Today’s customers expect instant, contextual help across every touchpoint whether phone, chat, email, and messaging. They want you to recognize their history, anticipate needs, and resolve issues fast. According to a Salesforce’s research, 73% of customers expect companies to understand their unique needs and expectations. And they judge you on it […]
WhatsApp isn’t just another channel. It’s the missing link in your support strategy, helping you cut costs by around 30% while keeping customers happier than ever. The majority of your customers expect a response in minutes, but most email queries still take a full day or longer to get an answer. This gap between expectation […]
The success of the call center software industry depends on agents being available to handle calls promptly. Since an agent can assist only one customer at a time, understaffing leads to longer hold times or missed calls. This results in frustrated and dissatisfied customers. Even with accurate scheduling based on call volume, not all agents […]
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