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What is an IVR?

What is an IVR?

What is an IVR? Imagine this – a few weeks ago; you purchased a product online that should have arrived today. Hoping to receive an update on the delivery time, you call the organisation’s business number. You are greeted with a welcome message. You have just...
The Rise of the Omnichannel Contact Centre

The Rise of the Omnichannel Contact Centre

Customer expectations are higher than ever before. With more and more customers viewing proactive service, personalised interactions and connected experiences across digital channels as the ‘norm’, it is easy to understand why organisations are turning to technology...
What is CCaaS?

What is CCaaS?

CCaaS is a commonly used acronym in the Business-to-Business (B2B) industry. It stands for ‘Contact Center as a Service’ and it refers to software as a service (SaaS) – based applications that enable organisations to manage multichannel customer communications...