Genesys PureCloud IVR

IVR stands for Interactive Voice Response Systems. Colloquially, it’s sometimes called a “phone tree.” When you call a company that is using an IVR, the program answers the phone and plays a greeting, then directs the customer to the right person or department. Many of the newer programs have voice recognition, so instead of asking “for sales (beat), press 1,” it can say, “How may I help you? You can say ‘Sales,’ ‘tech support’ and so on. It m...

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MICROSOFT DYNAMICS CRM FOR BANKING

Banking CRM Software, today, many organizations like banks, insurance agencies, and other specialist corporations understand the significance o CRM (Customer Relationship Management). They also value its capability to enable them to procure new clients, hold existing ones and maximize their lifetime value. Now, close association with clients will require substantial coordi...

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3D Virtual Branch

Financial Institutions, supermarkets and other organizations often want to open another branch in popular areas. Such initiative appears to be costly and hard to implement, especially in recent times. So the 3D Virtual Branch was designed in a way to simulate a real bank branch, supermarket or retail store, by creating a real world environment. Customers shall feel as if inside an actual bank branch or a store and visit them online from the co...

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CRM AND ITS FEATURES

CRM stands for “Customer Relationship Management”. It is the approach to manage a company's interaction with current and potential customers and it uses data analysis about customers' history with a company to improve business relationships with customers, especially focusing on customer retention and thereby driving sales growth. CRM SoftwareContinue Reading →

IoT and call centers

Organizations are facing a new era of IT, era of low-cost, small electronic devices with sensing, communicating and computing capabilities, commonly referred to as the Internet of Things (IoT). Changes driven by the IoT will likely be much more profound than those caused by previous IT eras. In particular, the digital data streams (DDSs) created by the widespread a...

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CUSTOMER SATISFACTION

Customer satisfaction is a measurement which calculates how happy customers are with a company’s products, services, and its work. Customer satisfaction information includes surveys and ratings. This will help a company determine how to improve or changes its products and services. Business always begins and ends with customers and the customers must be treated as the King of the market. All the bu...

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OMNICHANNEL COMMUNICATION

Out the outset let us examine what an omnichannel means. Omnichannel Retail (or Omni channel Commerce) is a multichannel approach to sales that focus on providing seamless customer experience; whether the client is shopping from a mobile, a laptop or in a hardware store. Omni the word came from Omni which means all or universal. In an omnichannel contact center, all communication channels (such as ...

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Integration of AI into Call Center operations – Enhanced Call Center Agent and Customer Experience

The term artificial intelligence (AI) refers to software driven computing systems that incorporate Data Analytics and Big Data. AI systems leverage this knowledge (data) repository to make decisions and take actions that approximate cognitive functions, including learning and problem solving. These tasks are normally considered within the realm of human decision making. At the outset it is perti...

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Widespread adoption of cloud communications in call centers

Cloud communications is the integration of many communication modalities. It includes methods such as video, email, chat and voice to reduce or eliminate communication lag. Cloud communications is essentially an internet-based communication. The storage, applications and switching are handled and hosted by a 3rd party through the cloud. Cloud services are a wide aspect of cloud communication. These...

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DIGITAL TRANSFORMATION

Digital transformation is the adoption of digital technology into all areas of a business, basically changing how you operate and deliver services to customers. Digital transformation means the operational and cultural change of an organization, business or ecosystem through a good selection of digital technologies, processes and competencies across all levels and functions in ...

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