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21 Mar, 2024
Beyond basic call routing: Why UCaaS isn’t enough for complex contact centres
Unified communication platforms have revolutionised internal communications and collaboration but are too limited for contact centres Long before the pandemic, Unified Communications as a Service (UCaaS) platforms became the communication tool for businesses across industries and sectors. Today, the global UCaaS market is worth around US$36 billion and is projected to almost treble by 2032. …
18 Mar, 2024
What is sentiment analysis: How’s it used in call centres?
Imagine if you could hear the emotions behind every customer call? No more guessing if an interaction is positive, negative or neutral. Sentiment analysis allows call centres to understand the feelings behind the voices on the other end of the phone. What is sentiment analysis? Sentiment analysis, also known as opinion mining, is a natural…
18 Mar, 2024
What is VoIP: A Guide to Voice Over IP for Contact Centres
Introduction The competitive nature of contact centres means that achieving exceptional customer service and keeping costs under control is a balancing act. Traditional landlines aren’t an option, and some contact centres opt for Voice over Internet Protocol (VoIP) as a cost-effective and flexible solution to ensure effective communication with customers. This guide explores the inner…
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