Speech Analytics – The “bigger boat” for bigger data.
“You’re going to need a bigger boat” Early in the film “Jaws”, the main characters go out on a fishing boat and have their first encounter with the great white shark. When they understand just how big and dangerous it really is, Brody, the Sheriff, then tells the captain: “You’re going to need a bigger […]
Every Cloud has a Silver lining for Commercial-sized Contact Centres
The question The adoption of cloud-based contact centre solutions has drastically accelerated with Gartner predicting that 50% of all contact centres will make the journey to cloud by 2022. ‘Why are so many Contact Centres adopting cloud-based solutions? What are benefits, what are the risks’? The challenge A typical commercial sized contact centre employs anything […]
Omningage Connect and Chatbots – doing more with a lot less
Chatbots – origins and explanations Technology has always driven the contact centre industry. Contact centres allowed customers to contact companies from their own homes or offices without having to visit local branches. More recently, the development of the internet led to digitization and alternative communication channels. Webchat allowed customers to enjoy the instant response of […]
OMNINGAGE Connect’s Admin Application – putting business users in the driving seat
Thomas Watson, the President of IBM, famously said that there was a “world market for maybe five computers”. Bill Gates made it his intention to have a “computer on every desk and in every home”. Graphical user interfaces allowed millions of ordinary people, instead of specialists, to use information technology. OMNINGAGE Connect’s admin application is […]