Category: iCall Suite Desktop

Self-Provisioning Portals Add Value to Customers

Ease of use is a key requirement for any provisioning portal; it should be simple for resellers to provision new customers, easy to manage billing, and analytics should provide visibility of activity and usage.  However as a service delivery tool, resellers should leverage their self-service portals to add value to their relationships with customers. Rather…

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How Analytics and AI are Changing Call Management

We are on the brink of a new stage in the evolution of business analytics with data from Omni-Channel (OC) Communications – not just phone calls but also Skype for Business interactions, cloud calls, video calls, web chats, web bots, emails, social media, etc –  where the analytics can be lifted out of their traditional silos, consolidated and easily analysed. This delivers incredible insights which will help deliver immense understanding…

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Achieve Customer Service Excellence with Contact Centre Data

To deliver true Customer Service Excellence, every successful and unsuccessful customer interaction should be understood and visible to the business.  This means that for those adopting a customer-first ethos, the role of data from call and contact centres has a vital role to play. However, very few, if any SMEs operate formal contact centres but…

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Follow the Customer Journey through the Contact Centre and Beyond

The highest value contact centre in the world is not a contact centre. Contact centres have been very successful at collecting statistics on the number of calls received, how long it takes to answer calls and the time to resolve callers’ requests.  However, the contact centre can only measure what it sees rather than the…

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PCI DSS Call Recording Compliance When Taking Card Payments

The PCI Security Standards Council (SSC) is a global forum for the ongoing development, enhancement, storage, dissemination and implementation of security standards for account data protection.  The SSC issues guidance to companies that take bank or credit card payments and record calls. PCI DSS Guidance Are audio/voice recordings containing cardholder data and/or sensitive authentication data…

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