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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 […]

Outbound with Omningage – What you need to know

The “hook” When companies need to pro-actively contact large numbers of people, outbound calling is the “go to” solution. It’s most commonly used for outbound sales and debt collection. It has also been used by pharmaceutical companies to call thousands of experimental subjects and can capture symptoms and side effects of the product on trial. […]

Omningage IQ – Reporting and Beyond

The “Cinderella” of contact centre technology There’s an old joke about a sales rep who tried and failed to sell toilet paper holders to a contact centre manager because he couldn’t explain what reports they produced.     Reporting is often seen as the “Cinderella” of contact centre technology. No one likes it much, but […]

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 […]

Why should I switch to the cloud

My server room is my comfort zone You’re a contact centre manager. You have a contact centre platform installed in your server room. It is sized in terms of licences and hardware to handle peak volumes. You have had perpetual licenses for the past 5 years. Your annual maintenance payments amount to less than 10% […]

Sentiment’s role in contact centre management

Sentiment Analysis – What is it and how does it work? Most speech analytics solutions, including Contact Lens for Amazon Connect (Contact Lens), provide sentiment analysis in their functionality.   Sentiment analysis, using artificial intelligence, analyses both lexical content (the words a person speaks) and acoustic content (non-linguistic characteristics of a person’s voice, such as […]

Is the wallboard extinct? Far from it!

Wallboards: What are they? Why do they matter? Pre- Covid, wallboards were an essential feature of contact centres. They consisted of reports displayed on plasma screens mounted on the contact centre’s walls. Wallboards were designed to let all staff know what was happening in the contact centre in terms of KPIs, such as Average Handling […]

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