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 […]
The challenge: “Coronavirus has completely changed how people think about where or how you should work” – Eric Yuan, CEO of Zoom Video Communications Inc. Contact centre team leaders face an unprecedented challenge – how to coach agents to improve both operational performance and customer experience when they are not in the same building. Adapting […]
The challenge The global pandemic forced many businesses, including contact centres, to send their staff home to work. Contact Centre leaders faced massive challenges, since they relied on their physical presence to see and respond to what was happening. Now they are “flying blind”. They have to see and fix problems when they, their agents […]
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 […]
TIME IS MONEY !!!
How OMNINGAGE with Amazon Connect can speed your agents up and reduce your operational costs?
IT cost savings: Many organizations are considering replacing their on-premises contact centre platforms with cloud-based solutions, such as Amazon Connect. The advantages for IT are obvious. On-premise contact centres represent fixed costs in the form of annual depreciation as well as annual licence and maintenance fees. Cloud-based solutions don’t have the hardware, so there is […]