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What is Unified Communications (UC)?

What is Unified Communications (UC)?

Unified Communications (UC) refers to the integration of various communication tools (such as voice calls, video conferencing, instant messaging, and email) into a single platform.
Daniel Harding

Daniel Harding

5 mins read
The birth of the customer intelligence centre

The birth of the customer intelligence centre

The last five years have been the most disruptive the industry has ever faced. Remote working, the war on talent, digitisation, and AI are all transforming the contact centre. Despite all the advancements, they still battle with...
Daniel Harding

Daniel Harding

7 mins read
NPS vs CSAT: Which Metric is Best?

NPS vs CSAT: Which Metric is Best?

Daniel Harding

Daniel Harding

5 mins read
What is UCaaS?

What is UCaaS?

UCaaS, also known as unified communications as a service, is used to deliver a unified communication model that supports six communications functions. These include enterprise telephony, meetings, unified messaging, presence and...
Daniel Harding

Daniel Harding

4 mins read
What is CSAT?

Tips

What is CSAT?

CSAT, or Customer Satisfaction Score, is a performance indicator used to measure how satisfied customers are with a product, service, or interaction. Typically collected through short surveys immediately after a transaction or...
Daniel Harding

Daniel Harding

7 mins read
What is Customer Service?

Tips, Expert Insight

What is Customer Service?

Customer service is the help and support you offer your customers when they buy and use your products or services. Good customer service is the backbone of a great business.
Daniel Harding

Daniel Harding

5 mins read
Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

Latest News, Software

Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

In November 2023, MaxContact Australia collaborated with Virtual Contact Centre to conduct a Proof-of-Concept trial aimed at promoting initiatives for unemployed individuals aged over 50 in regional Australia. This case study...
Daniel Harding

Daniel Harding

3 mins read
What is IVR Containment Rate?

Latest News, Software, Resources

What is IVR Containment Rate?

Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
John Burnett

John Burnett

5 mins read
What is Intelligent Call Routing?

Latest News, Software, Resources

What is Intelligent Call Routing?

The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
John Burnett

John Burnett

5 mins read