More than a third of consumers said the most satisfying customer service experience is being able to get assistance from a company without being forwarded to multiple representatives. Other bugbears include customer service representatives trying...
Siebel said the new "virtual contact centre" product will allow customer service representatives to work anywhere, and enable firms to quickly scale to meet increased call demand for seasonal peaks or marketing campaigns.
Avaya's Interactive Voice Response (IVR) technology will enable Dataforce to give its corporate customers assistance that is a mix of self-service and agent-attended services. Additionally, the Avaya platform integrates all types of customer...
In the UK, one of the most high profile instances of IP deployment has come from BT, which upgraded its legacy infrastructure in December 2004 to connect 10,000 agents based across 124 sites. Consider that there are four million call centre agents...
British executives think the ability of IP telephony to integrate voice, video and data could improve customer service and call centres, according to new research. Nearly 70 per cent also believe IP telephony could improve access to mobile or...
Conversely, companies could keep their agents busy throughout the working day by guaranteeing a steady flow of enquiries via different media, as opposed to the unpredictable peaks and troughs associated with handling telephone calls.
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