Mid-market vs SME solutions The key difference between selling call recording to SMEs and mid-market companies is that the mid-market is more likely to request integration with CRM or other corporate systems. The focus when selling to the mid-market should be on externalising information, so it is important to have strong APIs available. This size…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
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To deliver customer service excellence, it is imperative that organisations understand their customers and review their experience of interacting with the business. This means plotting the various potential customer journeys through the business, not just those that pass through the call centre. Analytics lie at the heart of any business and remain the leading factor…
Read MoreBig data for SMEs is all about joining up various sources of data and using it to improve productivity and profitability. With accessibility via the cloud, big data enables smaller business to take advantage of the tools that were previously only available to larger corporates. Big data is basically a repository of information drawn from…
Read MoreAccording to a recent report from technology research firm Frost & Sullivan, hosted IP telephony and unified communications and collaboration (UCC) have reached mass adoption, as organisations increasingly turn to cloud infrastructure. Both small and larger organisations are driving this phenomenal growth in IP telephony as they use it to boost productivity, enhance flexibility and…
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The call management applications of today deliver valuable insight into a customer’s experience through detailed real-time call analytics, such as: Unreturned missed call reporting, which should be at the heart of any customer service strategy for improved customer satisfaction and retention. Such reporting has become more sophisticated, even enabling businesses to identify which calls were…
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