Social Media as a Channel in Contact Centers
This blog post takes a look at the ever-increasing array of new social media channels of interactions destined for Unified Communications within Contact Centers. In this post, we are taking a rounded...
View ArticleContent/Knowledge Management for Social Media
Following on from last week’s blog post, this week’s SOFTEL blog post looks a little more in-depth at the processes and procedures required to underpin a new Social Media Interaction Channel in...
View ArticleQuality IVR Deployments: the 7 “Don’ts”…
In our experience, you can never over-utilize a good thing – when you get it right – mostly… And an IVR, as a business necessity, doesn’t have to be a burden to you or your customers. Here’s SOFTEL’s...
View ArticleInnovation for Medication Adherence – SOFTEL Communications, mHealthcare Team
Why Medication Adherence? Most of us go about our daily lives without much thought to the issue of medication adherence – unless you or a loved one need to follow a strict schedule of prescription...
View ArticleTransitioning Enterprise UC Solutions to The Cloud
Under Murphy’s Law (anything that can go wrong, will!), the prospect of transitioning to The Cloud can seem very daunting for any contact center enterprise. Structurally – and commercially – it should...
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How the App Bot Will Change Contact Centers
The march towards putting utilities and services into the palm of anyone’s hand continues. Having a Smartphone App – or even a “mobile-friendly” responsive website is testament to the fact that...
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Genesys: Reporting in a Mixed Environment
It should be the simplest of tasks to be able to trace an inbound call from arrival to termination, right? Unfortunately, enterprise reporting of call routing can be a tricky path, especially in a...
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Hints and Tips for Contact Center Metrics
This blog article takes a quick look at the basics of Business Rules, Business Goals and their relationship to Service Level and Key Performance metrics specific to Contact Centers, defining each and...
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Microsoft Skype for Business Innovations
Microsoft have been investing heavily in their acquired Skype for Business Platform. As it turns out, their innovations have been swift; later this year we can expect translations with live, automated...
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IoT for Healthcare Contact Centers: A Logical Step
IoT Devices for Biometrics Combining the technologies and services which support both Biometric and telemetry devices can be a confusing. From the local interfaces, through the myriad communications...
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Avaya – What’s in it for Genesys?
Genesys Plus Avaya Rumor has it that Genesys are considering buying the contact center and customer services elements of Avaya, including the business streams which sit within products such as Aura,...
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Cisco Monica | SOFTEL Sofia – beyond AI!
SOFTEL’s partnership with Cisco continues to bring us closer to their developing technologies. At the recent Cisco Live 2016 event (“Collaboration Reimagined”), Cisco introduced “Monica” – their beta...
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The Contact Center Agent Desktop – Reloaded!
SOFTEL have been looking at the emerging trends and available technologies in the Contact Center operational marketplace – and how that could change the way Agents work on their desktop; The average...
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Monitoring Call Touch Points
Does your Contact Center monitoring and reporting reflect your Customer Journey – or your internal SLA’s? Do you know where all the touch points are for your Customer Journey – and has anything...
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Why your Genesys statistics don’t match up!
Reporting Statistics A question we’ve been asked countless times: “Why don’t my reporting stats match up exactly, across my Genesys Reporting Solutions?”. With a range of Genesys solutions which could...
View ArticleMoving your Contact Center Operations to the Cloud
There’s a lot of architecture and hardware involved with Contact Centers operations. Especially those which have evolved over time and maintain legacy CRM and CTI elements such as DEC VAX,...
View ArticleAre your Contact Center Agents Misbehaving?
SOFTEL knows it happens – sometimes. The worldly-wise Agent who has found various ways to “beat the system”. This blog post is a collection of scenarios which SOFTEL have witnessed over time – and it...
View ArticleWhy Contact Center Operations Can’t Be Ahead of the Curve
Isn’t it great to have a plan? Or a roadmap, even – or maybe a long-term strategy. Plans are great, aren’t they? Plotting where you are, where you are going – how you are going to get there. Then...
View ArticleTop 5 Best Practices for Contact Center Projects
Building and defining business issues and enterprise requirements, then turning them into a project with an operational delivery plan for a complex contact center can seem quite a heavy task. We’ve...
View ArticleEvolution of Skype for Business Means Deeper Integrations in 2017
Over the last year Microsoft has been moving Skype for Business (SfB) forward in leaps and bounds. With a Windows 10 facelift, video-based screen sharing, O365 Groups integration, offline messaging and...
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