Be honest: how many times have you hung up on a “press-1” message this week? The choreography is predictable: choose a number, pick another, get bounced to the start, repeat your details, give up. Industry trends indicate a double-digit IVR abandonment in many environments. That’s real money leaking out of your funnel, and a brand […]
“Good enough” is gone. Today’s customers expect instant, contextual help across every touchpoint whether phone, chat, email, and messaging. They want you to recognize their history, anticipate needs, and resolve issues fast. According to a Salesforce’s research, 73% of customers expect companies to understand their unique needs and expectations. And they judge you on it […]
WhatsApp isn’t just another channel. It’s the missing link in your support strategy, helping you cut costs by around 30% while keeping customers happier than ever. The majority of your customers expect a response in minutes, but most email queries still take a full day or longer to get an answer. This gap between expectation […]
The success of the call center software industry depends on agents being available to handle calls promptly. Since an agent can assist only one customer at a time, understaffing leads to longer hold times or missed calls. This results in frustrated and dissatisfied customers. Even with accurate scheduling based on call volume, not all agents […]
‘Customer is king’ is undisputed even in this day and age. Needless to say, all the power rests in the hands of the customers. And this is a truth that businesses need to understand well. Customers are pillars of success and can make or break the future of any company. Thus, businesses must deliver an […]
In a call center environment, a dialer is one of the most important tools to access the customers and make a business conversation fruitful for both the parties. It’s crucial to recognize the difference between a manual dialer and a predictive dialer—and how an auto dialer plays a central role in efficient outbound communication. So, […]
The early 1990s marked the rise of BPO around the globe, with companies like Coca Cola and Kodak outsourcing their operations to third-party entities. Three decades later, the BPO industry has spread its branches wide across the global market. Modern companies outsource their operations to gain several advantages such as cost savings, scalability, access […]
In the initial years of the call center, auto dialers came into existence. They automatically dialed the customers’ numbers using a predefined list of contacts. Gradually, with the advancement of technology, a better dialer came into existence with more sophisticated features to deliver better connectivity efficiency. With the advent of technology, contact center have switched […]
Call center agents using manual dialing spend just 10-15 minutes of every hour actually talking to prospects. The rest is consumed by dialing, waiting for connections, and encountering busy signals or voicemails. This kind of inefficiency quietly eats into profits. Sadly, most businesses don’t even realize it until they take a hard look at the […]
We are delighted to share that Acefone has been recognized as an industry leader in two major software categories — Call Center and Cloud Telephony. The recognition comes from the pioneering software marketplaces Capterra and Software Advice. What makes these awards truly meaningful is that they’re based entirely on user feedback and product performance. Unlike […]
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