Fonolo

JUNE 13, 2023

Call-backs can do more Fonolo’s feature-rich call-backs do an excellent job of reducing hold times and smoothing call spikes. This functionality reduces AHT, improves your CSAT scores and your first call resolution. Call-backs can be offered through any channel you prefer: voice or digital.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

OrecX

AUGUST 15, 2018

Precise search querying to find the exact call recording you need to prove compliance, share with your client, settle a dispute and so on. open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA). Open API so you can pull data from your CRM system into the quality monitoring system.

outsourcing 48

outsourcing Call Center Calibration Average Handle Time 48

aircall

JUNE 11, 2021

2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. This technology inspired software developers to create new technologies, apps, and services currently being used in call centers worldwide. Voice tone accounts for 38% of communication.

voip 62

voip APIs Call Center Telecommunications 62

aircall

FEBRUARY 26, 2018

On the support side, our representatives track first call resolution rates, CSAT Scores (via Zendesk), and missed call volume. Using Aircall’s open API, users can create customizable integrations. We’ll call the internet and see what the problem is. User Reviews: 17/ 20. Media: 8/20. Security: 15/20.

call center software 59

call center software Call Center First call resolution Technical Support 59

Pointillist

SEPTEMBER 10, 2020

Take, for example, a customer desiring to move money from one account to another via their mobile phone. They encounter a problem completing the transaction and turn to the website first and then call the care center for support. These workflows usually do not take other concurrent journeys that customers may take into account.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Talkdesk

JANUARY 12, 2018

Customer-centric metrics like first call resolution, handle time and CSAT will improve while agent effort will decrease and efficiency will increase. #2: In a legacy contact center, agents are probably just seeing the information that customers entered in IVR: things like account number and type of issue.

Contact Center 40

Contact Center CRM Interactive Voice Response Cloud contact 40