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Recent Articles

With a Mobile App, Growing Businesses Answer Every Call

By |May 21st, 2018|South Africa Telecommunication News|

It’s a slow weekday morning at the local auto dealership, so the junior salesperson steps out to pick up lunch for the office. He’s barely down the road, when a big family with several rambunctious kids steps into the showroom. The senior salesperson is quick to usher them to the back lot, where there are several big SUVs. Of course, this is the precise moment when the phone rings. Back in the service bay, one of the mechanics has a car on the lift and can’t maneuver fast enough to pick up the call. The service manager is on another line, checking on delivery of a specific part. No problem, he thinks. The caller will leave a voicemail. Instead, the impatient prospect hangs up the minute he hears the recorded greeting. For growing businesses like car dealers and service companies, an unanswered phone is a missed opportunity for sales revenue. According to research by British firm, BT Business, the estimated cost of a single missed call is £1,200. But decision makers say the cost of b..

Four Ways Giving Machines a Voice Boosts Customer Experience

By |May 17th, 2018|South Africa Telecommunication News|

As technology raises consumer expectations for smarter, faster and more productive communications, more executives are making customer experience a top priority. Much of the burden falls to the contact center and IT teams, who must put in place the most effective tools, processes and standards. That’s not an easy job, especially when their mandate includes delivering a personalized experience to millions of individual customers. That’s a difficult task, but not an impossible one—thanks to machines. When businesses give machines a voice, they can scale an intimate experience and deliver a higher level of service quality. By handling routine issues, machines free up contact center agents to focus on complex problems and higher-value customers. This means customers save time too. Curious about how to get started with IoT in your business? Check out the white paper. > Business leaders already recognize the possibilities here. In a survey by Opinium Research, 85 percent of IT decision-m..

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