The COVID-19 pandemic put a massive strain on healthcare organizations across the globe. Patients or not, people were concerned about the availability of professional help and medical resources. The panic led to an influx in inbound queries, which, coupled with social distancing and lockdown norms, became quite the challenge for customer support agents working in […]
As a customer, we have all waited in lines. Whether it is for grocery shopping, check-ins at airports, or transferring money to the bank—we all queued up, sometimes for longer than expected. The picture isn’t very different for customer support either. Customers often experience long wait times before they’re connected to an agent, resulting in […]
Voice over Internet Protocol (VoIP) is an ideal, cost-effective solution that benefits businesses of all scales and sizes. The technology facilitates both inbound and outbound communication over the Internet. A VoIP phone system converts analogue voice signals to digital data packets and sends them over the broadband line. While the technology brings with it many […]
Video conferencing is an online communication technology that has taken the business world by storm. In fact, video conferencing has become the new phone call. It is no longer an optional innovation and is quickly becoming an essential business tool for communication. Whether it is engaging remote employees, collaborating across different departments or clients in different […]
Voice over Internet Protocol (VoIP) has transformed the way businesses interact with their customers. The interactions have become seamless and more convenient for both consumers and service providers. And with features like call recording, monitoring, call redirection, etc., you not only enhance your business communications but also boost productivity. In layman terms, VoIP is an […]
Cloud-based VoIP services have become an essential part of business communications. VoIP, or Voice over Internet Protocol is a VoIP phone system that handles inbound and outbound calls via an Internet connection. VoIP solutions are foundational to modern inbound call center operations, enabling users to make and receive voice calls through smart devices like computers, […]
No one likes cold calling. But industries like telecommunication, legal services, and insurance companies cannot avoid it either. In fact, insurance companies rely heavily on agents to make outbound calls and convert prospects into clients. Such calls, however, can get repetitive and pestering for the callers. And the person on the receiving end may not […]
A few years ago, I ordered a pair of shorts online. The shorts were delivered and I realised that I had ordered the wrong size. Now I wasn’t a tech-savvy person then, and something as simple as cancelling an order was an uphill task. But I braved and called customer care, and within a few […]
The communication landscape has changed a lot in the past decade. Internal communication is no longer limited to voice calls and emails, and contact center solutions don’t have to be rigid on-premise deployment models. We are moving into an era where communication tools are more flexible and connected than ever. Modern customers demand a personalized […]
Businesses are moving on from on-premise systems to cloud-based communication platforms. Once they ascertain their communication needs, companies can select a service that they think suits their organisational goals and caters well to their target audience. Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS) are cloud communication solutions that offer […]
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