IVR allows businesses to interact with callers through a series of automated menus, often enabling the customer to self-serve for faster resolution. An IVR system typically plays a recorded greeting for the caller, announces the menu options, and then either connects the caller with the most qualified agent, transfers them...
CRM Integration and Why it’s Crucial
Many technology vendors have been focused on developing contact centre software that integrates easily with industry-leading CRM systems like Salesforce and Microsoft Dynamics. With this focus, many contact centres now have capabilities that range from screen pops based on customer phone numbers, email addresses etc., through to API integration to...
Operator Connect for Microsoft Teams
Microsoft Teams’ new Operator Connect feature makes Public Switched Telephone Network (PSTN) calls simpler and faster. It enables you to bring your operator to Teams if they are participating in the programme, while also unlocking several benefits such as: Leveraging existing operator contracts – You can keep your preferred...