CONTACT CENTER Archives | Page 3 of 4

SkySwitch, a white-label Unified Communications-as-a-Service (UCaaS) provider located in the United States, has added a new robust Contact Center capability to its platform. SkySwitch is a full-featured, integrated solution for resellers. The company provides MSPs, VARs, telecom agents, interconnect ISPs and WISPs with a cloud-based voice platform that they can brand as their own. The SkySwitch Contact Center effortlessly interacts with the SkySwitch UCaaS reseller platform, enabling a single billing and no setup fees for partners, while expanding on basic call center operations to provide advanced capabilities. The SkySwitch Contact Center helps SkySwitch partners fulfill the increasing demand from small and medium-sized businesses for contact center applications. The system offers businesses cutting-edge communication capabilities that integrate real-time call data with SMS, text-to-speech, chat, chatbots and social integration to help these companies make better business decisions. The SkySwitch Contact Center solution also provides white-label partners with an…

Telecom News

Five9 announces new capabilities for businesses

By Aiste Kryzanovske December 7, 2022

Five9, a cloud contact center provider, has unveiled new capabilities that assist companies in providing customers with a more engaging and unified experience across digital and voice channels, and between virtual and live agents. At the same time, this updated software maximizes the value of the data collected from the contact centers. Among the newly released features are rich media for digital and audio channels, multi-modal engagement options, language translation in real-time, improved developer tools for Five9 IVA Studio users, and integrated analytics to optimize interactions. These improvements provide businesses with the ability to plan and carry out client journeys that take the most direct and tailored route possible across multiple channels. By taking advantage of the Five9 digital experience powered by Five9 Digital IVA and Five9 Messenger, clients may send and receive digital content such as photographs, documents, videos and audio, as well as use buttons to…

VoIP Solutions

Increasing call center productivity with predictive dialer from INVADE

By Aiste Kryzanovske September 15, 2022

INVADE, a provider of innovative communication solutions, together with Emertec, INVADE’s commercial partner, offers an enhanced solution that is designed to enable enterprises to quickly and cost-effectively deploy INVADE’s fully managed and flexible Dialer-as-a-Service (DaaS) software. Predictive dialer software is a popular solution for outbound contact centers. The use of this serviceboosts the interviewers’ efficiency by increasing the call connect rate, while also enhancing consumer engagement. INVADE has a wealth of expertise in developing and implementing market research software, and because of the modular nature of their solution, they can produce the best-in-class predictive dialer to match a large range of requirements. Currently covering over 50 countries, INVADE, in partnership with its commercial associate Emertec, assists market research operations ranging in size from 5 to 1000 interviewers. Emertec and INVADE have worked together for over a decade to develop cost-effective and best-in-class dialer solutions. Through the development of…

Telecom News

Dialpad launches a predictive engine dubbed Ai CSAT

By Aiste Kryzanovske June 9, 2022

Dialpad has launched Ai CSAT, a technology that evaluates each and every contact center interaction and forecasts customer satisfaction (CSAT) in real time. Dialpad’s Ai CSAT solution seeks to assist businesses in their desire to move away from post-call surveys, which can generate customer weariness and are sometimes seen as relationship deterrents. As a major component of the Dialpad TrueCaaS platform, Ai CSAT will enable insight into 100% of conversations and evaluate each client call. Organizations will be able to gain actionable data using AI and the customer satisfaction (CSAT) score, resulting in a superior customer experience. The purpose of AI CSAT is to enable a customer-centric strategy in which businesses may compile a comprehensive image of their consumers without bothering those customers with human feedback or surveys. This strategy will improve customer service by providing an accurate average CSAT score for each client and decreasing uncertainty and…

Telecom News

Avaya and NORAD to track Santa’s journey around the world

By Aiste Kryzanovske December 21, 2021

Avaya, a worldwide technology company specializing in cloud communications and workstream collaboration solutions, announced that its Avaya OneCloud™ contact center solutions are allowing children all across the world to follow Santa Claus on his Christmas Eve voyage. Avaya is assisting the North American Aerospace Defense Command’s (NORAD) Operations Center at Peterson Space Force Base in Colorado Springs, in tracking Santa’s movements throughout his popular travel path. NORAD utilizes Avaya’s OneCloud CCaaS driven by AI to communicate in real time with millions of children of all ages who are keen to know where Santa is and when he will arrive at their houses. Last year, despite having a small staff, 175 volunteers fielded over 20,000 phone calls, answering queries on Santa’s location. Also, more than 11 million people visited the NORAD Tracks Santa website http://www.noradsanta.org, last year. “Where is Santa?” was queried by at least 12.3 million Amazon Alexa…

Telecom News

Ericsson to acquire Vonage

By Aiste Kryzanovske November 25, 2021

Ericsson, a global networking company, has announced its plan to buy Vonage, a cloud-platform company based in the United States, for $6.2 billion. Ericsson is getting a more contemporary communications strategy with Vonage, which includes a cloud contact center, communications APIs, and a VoIP solution. The move reflects Ericsson’s growing attempts to join the enterprise market, with the goal of enabling these clients to take use of new services in addition to the high speeds enabled by 5G networks. This merger, though, is not about 5G. Ericsson is concentrating on Vonage’s communications APIs, which it hopes will allow it to access a global network of developers working on 4G and 5G technologies. Vonage is a cloud-based communications provider that allows clients to incorporate communications, such as voice, video, and messaging, into apps and products through its Vonage Communications Platform. Ericsson believes that Vonage’s cloud platform, which now serves…

People & Interviews

Adam Zeibig of VCC Live: Seeking for a win-win scenario

By Aiste Kryzanovske October 18, 2021

In the fast-paced and demanding world of telecommunications, where new technologies and challenges are always around the next corner, Adam Zeibig, Carrier Manager at VCC Live, is always seeking for a win-win scenario. Read the VoIP.Review exclusive interview with Adam, in which he discusses his experience, motivations, and challenges working in the telecommunications sector, as well as his outlook on the future of AI and IoT in telecoms. Tell us about VCC Live and about your role in the company. VCC Live is a cloud-based contact center software providing company that is headquartered here in Budapest. But we also have legal entities in Germany and the United States. At the time I started here in the company, which was one and a half year ago, a little bit more than one and a half year ago, we had roughly 65 employees working for us, but during that time we…

Telecom News

DIDWW and Daktela team up for extended contact center reach

By Aiste Kryzanovske October 7, 2021

To keep up with rising customer expectations, contact center service providers strive to offer a broader range of services and expand their area of coverage. The Czech technology company Daktela, that specializes in providing complete solutions for contact centers and customer communications, has announced a strategic partnership with DIDWW, a global telecoms operator that offers premium quality VoIP communication and SIP trunking services for businesses and telecom carriers all over the world. As part of this cooperation, Daktela will benefit from DIDWW’s extensive virtual phone number coverage, allowing its contact center business to grow and operate efficiently across multiple countries and territories. While maintaining one of the largest VoIP cloud infrastructures in Europe, Daktela continues to expand its market presence globally. For this purpose, the company will use the DIDWW API and online portal for immediate service provisioning. In addition, Daktela will also utilize DIDWW’s fully compliant global…

Telecom News

Evolve IP expands its international coverage

By Aiste Kryzanovske August 17, 2021

It has been announced that Evolve IP has increased the worldwide coverage for its Evolved Office UC and Teams Enterprise Voice products. Their program allows the company’s clients to acquire and port local numbers, as well as to have access to international and domestic telephony in 10 more countries. China, Japan and the Philippines in the Asia Pacific area, as well as Brazil, Mexico and Ecuador in Latin America, are some of the centerpieces of this recent development. Up to this point, Evolve IP has replaced PSTN services in over 40 countries and has inbound/toll-free calling capabilities across more than 50 nations. Business SMS, Recording & Analytics, Contact Center, Multi-level Auto Attendants, Advanced Hunt Groups, Overhead Paging, Receptionist Clients are just a few of the capabilities that Evolve IP’s communication solutions provide to Microsoft Teams and Cisco Webex Collaboration. Scott Kinka, Chief Strategy and Innovation Officer at…

Telecom News

A quick roundup of the news in Telecoms | Week #30

By Aiste Kryzanovske July 30, 2021

Lumen to sell its Latin American business Lumen Technologies has signed an agreement to sell its Latin American business to infrastructure investment company Stonepeak for $2.7 billion. This deal comes from Lumen’s goal of freeing up more cash for its future growth plan. This transaction is expected to be completed in the first half of 2022. After the sale has been completed, Lumen’s Latin American division will become an independent subsidiary of Stonepeak, continuing with the current management team. Despite the sale, Lumen will not sever ties with the subsidiary, as the operator plans to maintain a strategic relationship with the new company. Read more at: https://tinyurl.com/4728y9f Verizon signs a deal with US Air National Guard Verizon’s Public Sector business entered into a second agreement with the US Department of Defense (DoD). The latest $78.8 million contract is to help the Air National Guard (ANG) modernize their network services. Under…