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 […]
Cloud Native: Meeting the need for speed
The need for speed It’s hard to deny that the pace of change has quickened dramatically. COVID 19 has had an impact on the businesses which we could not have imagined only a few months ago. Many companies were considering moving their businesses delivery from face to face to online. These “digital transformation” projects had […]
Speeding up the Mona Lisa with Amazon Connect
Every second counts – especially on cloud contact centres The cost of a call is directly related to how long agents spend handling it. For cloud based contact centres such as Amazon Connect, every second counts and every second is charged for. Average Handling Time (AHT) is the KPI that contact centre managers watch constantly. […]
