Contact Center Technologies

Setting up a call center from scratch is a quite challenging task. It’s not just about finding the most comfortable premises and assembling a team. Equipment is also a crucial consideration because the reliability and quality of call center equipment directly impact…

What tools does Automatic Call Distribution (ACD) have to enhance customer interactions, and what benefits can it bring to your business as a whole? Learn all about Automatic Call Distribution (ACD) and how it works for the efficient handling of a large number of inbound…

What is the difference between a call center and a contact center? In everyday usage, these two terms are often used synonymously and interchangeably. This is not surprising, as both call centers and contact centers perform the function of communication with customers. When…

The technology of voice communication over the Internet, or VoIP telephony for call centers, enables regular phone calls as well as the transmission of text messages and video communication over the Internet. The technology offers unparalleled flexibility…

Email is a convenient and straightforward way of interacting with clients. It is an established form of business communication with partners, allowing for order confirmations, receiving newsletters, invitations, and more. Contact center Email Management is carried out in…

Messaging apps are gradually replacing not only email communication but also traditional phone calls. That’s why contact center live chat is not just one of the tools in modern communication but a crucial link in the “customer-business” chain. But how do…

At the moment when a business faces the task of implementing CRM system for a call center, more attention is being given to parameters such as omnichannel capability and reporting. Why exactly? What is the essence of omnichannel, why is reporting crucial, and how do these…

In the world of modern business, where efficiency and productivity are paramount, Robotic Process Automation (RPA) has emerged as a game-changer. Imagine a tireless, highly skilled, and error-free employee working 24/7 to perform repetitive, time-consuming tasks.

In today’s digital age, customer expectations are continuously evolving, placing greater emphasis on personalized and efficient service experiences. In response, Global Bilgi introduces its innovative Visual Interactive Voice Response (Visual IVR) solution. By…

Why is VoIP Important for Business? It’s no secret that when choosing the main tool for communication, most companies prefer VoIP for business. This is a modern solution that has a number of advantages over both outdated wired and mobile communication. It covers…