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What’s New In Version 2.8.0

We are happy to announce the release of Omningage version 2.8.0, packed with powerful features that will revolutionize the way you manage your customer interactions and elevate your team’s performance. Let’s dive into the key features and their business benefits: Real-Time Management And Intervention Supervisors can now have a real-time pulse on their team’s interactions […]

OmningageIQ – Dashboards what’s New with Version Two?

Omningage is proud to announce the launch of Omningage IQ Dashboards v2, an upgraded version of our highly popular Dashboard product (think Wallboards).   Building on customer feedback, we have implemented several enhancements that offer significant business benefits, empowering contact centres to drive motivation and performance through effective communication of essential information. Simplified Dashboard Creation […]

How Wisdom solves knowledge management’s “last mile” problem

The “Last mile” Problem The “last mile” problem refers to the “last mile” in a telephone signal’s journey to the subscriber. This is the most difficult and expensive part of the call to provide. In contact centre knowledge management terms, the “last mile” is when the agent searches for an answer to a specific question […]

A User Interface for every type of Agent with Omningage’s Desktop Designer Tool

Contact centres play a pivotal role in driving customer satisfaction and revenue growth. However, not all agents are “Customer Service” many sit in Sales, Collections, HR or Helpdesk roles. All require different metrics so, to meet the diverse needs of contact centre users, Omningage has introduced its shiny new ‘Desktop Designer’ tool.   The solution […]

Why Amazon Connect

On-prem to cloud……… You’ve decided to trade in your old on-prem contact centre for a cloud solution. As you shop around, you realize that there are many options available, so why choose Amazon Connect? Be careful what you wish for…. Callcentrehelper, the trade website for the British contact centre industry, recently suggested criteria to consider […]

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 […]

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