A contact center engineer's worst nightmare Imagine that you are a network engineer responsible for your company's on-prem contact center. You are getting reports that "the contact center is down"! But, all the lights on the Network Monitoring System [...]
Multiple communication channels can be overwhelming Enable your users to communicate across business SMS, texting, and one-one-one or group chat, using their favorite mobile and desktop apps through Microsoft 365 and G Suite integration. Simplify things with [...]
Your business is your baby You've built it from the ground up with plenty of blood, sweat, tears, and... money. No one cares for your business as much as you do. But lately, as the business has grown, the [...]
CtiPath has designed the LightRep Suite of Services tailored specifically for small/medium businesses who recognize they need assistance traversing the rapidly changing IT and telephony landscape. Small/medium business customers engage in many different methods: phone, text, webchat, social media, [...]
No Contact Center customer likes long hold times. In order to shorten the time that the caller stays on hold in the queue, Cisco has developed a new CVP feature called Courtesy Callback (sometimes referred [...]
ITIL is a service lifecycle framework that defines certain roles and processes within a service organization. An agile development model (such as Scrum) is based on multiple teams working together interdependently. Can an organization use the ITIL service framework and [...]
There are four practices of the modern contact center: Customer Experience, Workforce Experience, Business Intelligence, and IT Operations. Every contact center is concerned with Customer Experience – or, at least, every contact center SAYS that it is concerned with customer [...]
Within a contact center, there are four domains; we call them “practices.” Those four practices are Customer Experience, Workforce Experience, Business Relevance, and IT Operations. […]
I was recently looking over an article on “5 KPIs to Evaluate Cloud and Managed Hosting Providers” with a simple question: how does CtiPath’s Cloud Hosted offering measure-up to the KPI’s in that article? Being that this article was written [...]
During our tenure in the IP telephony and software industries, we have been exposed to many operational models and methodologies for both implementing IPT/Call Center projects and designing related software. We noticed that while some worked very well, others only [...]
