‘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 […]
While your competitors sleep, a potential buyer is browsing luxury apartments online at 2 AM local time. That same buyer will likely contact five different agents before making a decision. The agent who responds first and most effectively wins a deal that could be worth hundreds of thousands of dollars. Unlike retail or tech companies, […]
Here’s a reality check about customer experience that might surprise you: while most businesses are still juggling disconnected customer service channels, the industry leaders have already moved to something far more sophisticated. They’re not just managing customer interactions, they’re orchestrating them. The Customer Experience as a Service (CXaaS) market is projected to grow from USD […]
In an age where business communication is dominated by chatbots, you might assume that customers rarely pick up the phone to contact businesses. But the reality is quite the opposite. Calling remains one of the most common ways people seek support. This trend holds true even for the popularly text-preferring millennials and Gen Z. According […]
Contact center software applications have been around since digital call centers first appeared. However, lately Gen AI has changed the playing field for everyone, and that’s how many CcaaS providers are leveraging from it. Even tech giants like Microsoft and Amazon are bringing their influence from related industries into the contact center industry. And it’s […]
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