The Sleeping Giant - Contact Center Compliance
“Please be advised that your call may be recorded”. With those words I was put through to an operator to help sort out my latest phone bill. We've all heard this before, contact centers have been recording calls for many years, whether for quality and training purposes or to...
Communications Blog • 5 MIN READ
The Rise and Rise of WebRTC
Imagine a situation where you're trying to buy an item from an online retailer like Amazon. You'd like to speak with an agent and ask a few questions about the product. By clicking one button, you're connected with the agent and are able to have a real-time, one-on-one voice...
Communications Blog • 3 MIN READ
Instant UC&C Analytics Explained: The Importance of..
The days of businesses using reports (looking to the past), rather than real time data analytics to manage the...
Communications Blog • 16 MIN READ
Microsoft's Cloud-Based PSTN Contender
The transition to Microsoft Office 365 E5 means that you'll be able to have true enterprise voice delivered through the cloud. This includes the ability to dial in and out through the PSTN (Public Switched Telephone Network). You'll be able to use your smartphone or desk phone...
Communications Blog • 3 MIN READ
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Measuring Customer Experience - CSAT, Customer Effort or..
It could be reasonably argued every organizations wants, or tries, to provide an optimal customer experience. As the saying goes - your competitor is only a mouse click away. A direct result of the ever increasing focus on customer experience has been the development of a number...
Communications Blog • 3 MIN READ
Leveraging Voice Recognition in the Contact Center
Voice recognition is a technology that has made a big impact to our lives over the past few decades. What was once fanciful star-gazing - like the voice activated machines in the popular Hanna-Barbera sit-com the Jetsons - today, voice recognition is found in devices all around...
Communications Blog • 4 MIN READ
IR Live - Microsoft WPC
Skip Chilcott live from Microsoft WPC in Toronto where IR has just been named as Skype Operations Framework Network Readiness and Assessment Partner
Communications Blog • 1 MIN READ
How WebRTC Will Change The Way We Communicate
WebRTC (Web Real-Time Communications) is a capability built into modern desktop browsers like Firefox, Chrome, Opera, or Microsoft Edge (Windows 10's new browser). It brings access to fantastic features that easily let consumers set up voice, data, and video interactions with...
Communications Blog • 3 MIN READ
How Testing Solutions Reduce Risk & Improve Customer..
Imagine you're trying to book a flight. You call the toll-free number and use the interactive voice response (IVR) to get through to bookings, but instead you are put through to the baggage area. You hang up and try again, but this time you wind up speaking to the airline...
