THE INTERNET OF THINGS (IOT) – A NEW CHANNEL FOR UC AND CONTACT CENTERS
IoT – The Internet of Things The Internet of Things (IoT) is gaining more and more presence in IT structures in many different services and segments, across the globe. Millions of connected devices,...
View ArticleSocial 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...
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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...
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...
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