Sentiment analysis – unravelling the mystery

What is it? In their September 2019 article, Nexidia defined sentiment analysis as a “branch of speech analytics that focuses specifically on assessing the emotional states displayed in a conversation.” Cloud computing has made sentiment analysis available for a much lower price, so interest in it has increased greatly. Customers usually make decisions based on […]

Putting the Omni back into Omnichannel

What is Omnichannel & why does it matter? It’s often thought that if a contact centre handles customer requests through voice, email and chat, that makes it an omnichannel contact centre. Handling requests through a number of channels puts the “channel” into Omnichannel, but not the “Omni”. The “Omni” part is related to the customer’s […]

Measuring CSAT

The many faces of Customer Satisfaction (CSAT) Customer Satisfaction (CSAT) is one of the most talked-about KPIs in contact centres.  It’s also a broader concept. In this book, “Your call is important to us”, Boris Najafov mentions that at least 3 KPIs are considered to be CSAT measurements. The first is First Contact Resolution (FCR). […]

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 […]

Bring on the bots!

The human factor Most problems start with people. Cloud contact centres replace the fixed costs of an on-premises solution with flexible costs that rise and fall with call volumes. What about the people? Agent salaries make up more than 60% of a contact centre’s running costs. Employing part timers to work during peak hours is […]

OMNINGAGE Connect Email – Keeping the “Cinderella channel” on the road

omnichannel routing

E-mail – the “Cinderella” channel E-mail has been called the “Cinderella channel” of contact centres. As the first “digital” channel, it has also been called the channel that put the “contact” into contact centres. According to Hubtype, in 2017, e-mails were the second most popular communication method taking, on average, an 18% share of interaction […]

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

Admin application to manage stuff

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 […]

Key Performance Indicators – Keeping Score In the Contact Center

Contact Centre OMNINGAGE -Key Performance Indicator - Reporting for Amazon Connect

Key Performance Indicators (KPIs) and contact centres go together like fish and chips. When contact centre platforms were developed, agents’ performance started being measured by technologies, such as reporting, BI and analytics, that generates a blizzard of statistics. With this KPI data, contact centre managers can track almost every aspect of an agent’s working life […]