Contact Center Technologies

The contact center industry, like many other corporate services, experienced considerable transformation in 2020. According to Statista, during the COVID-19 outbreak, the percentage of US employees working largely from home increased to 44%, up from 17% before to the…

The business world is rapidly evolving, constantly raising the bar for service quality. Modern contact centers, as one of the key channels for customer interaction, are now on the verge of a digital transformation. One of the most significant trends in recent years has been…

A contact center dashboard is an interactive analytical panel designed to display operational information about key performance indicators and metrics of the contact center. Additionally, the dashboard is an effective analytical tool that helps consolidate data and summarize…

In recent years, contact centers have undergone significant changes. Globalization, the shift to omnichannel communication, and advancements in artificial intelligence have made the contact center outsourcing business more dynamic and complex. Alongside these changes…

Customer service is a vital part of any business. Through support services, customers can get help with products or services or obtain necessary information both before and after a purchase. To maintain customer loyalty, companies need to continuously develop their customer…

Are you monitoring how your contact center agents serve customers? Are your customers satisfied with the service? Quality control and monitoring customer satisfaction are two key factors that influence the efficiency of a contact center and the overall success of a business.

The Interactive Voice Response (IVR) system is a key component of modern contact centers. It enables efficient customer self-service, allowing them to interact with an automated system through voice commands or keypad inputs. IVR systems not only reduce the load on call…

Did you know that the comprehensive Sirius Cloud Contact Center solution includes static call tracking? If not, you should definitely read this material. In it, you will learn what static call tracking is, how it integrates with other components of the Sirius platform, and…

Omnichannel communication is a key trend in customer service technology. That’s why software developers for contact centers aim to integrate all available channels for client-business communication into their solutions. One such communication tool is the callback…

In simple terms, a virtual PBX is like a digital telephone system, but it doesn’t need the traditional telecom equipment or copper wires. Instead, it uses VoIP telephony over the internet to handle calls. This makes it much cheaper since it doesn’t require…