Have you already seen the 2016 Global Contact Centre Benchmarking Report Summary by Dimension Data? Almost a third of contact centers plan to deploy the "Video Chat" channel within 1 year. I'll put my comments on this figure in the next post, but in this one I want to talk about the terminology. The thought I want to share today is this – the "Video ...
29.06.2016 16:29:28
The new version of Aurus RichCall product provides the co-browsing option that allows contact center agent to see the client's browser window (while talking with him on phone) and use the "pointer" to instruct him on what to do. This allows agent to better understand the context of the client's issue and solve it appropriately....
20.05.2016 17:34:11
According to the "Global Contact Center Benchmarking Report 2015" by Dimension Data the number of video-enabled contact centers is going to rise threefold in 2016. Who adds video-channel to the contact center and why? Guys from Aurus, a software vendor offering video ...
12.05.2016 10:48:06

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