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Customer data protection: How to protect customer data on the cloud

Customer data protection refers to the policies, technology and processes, contact centres undertake to protect the personal information of their customers when operating on the cloud. But beyond that, the ability to protect your customers’ data is a major statement on your brand. Failure to do so spells disaster for customer confidence and reputation. Hence,…

July 10, 2019
The importance of visibility in UC cloud

The shift to UC cloud has allowed contact centres to enhance communication with customers while reducing operating costs. However, many contact centres have yet to realise the importance of maintaining visibility in their cloud. We feel that most are not even aware of the concept of visibility and its benefits. Aware or not, contact centres…

July 3, 2019
The challenges of getting visibility in the UC Cloud

We often discuss with our peers and clients why organisations should make visibility in cloud UC their top priority. A recent survey revealed that most companies are yet to gain proper visibility into their respective cloud environment, even though they clearly understand its importance, in terms of security. We have a different theory altogether –…

June 25, 2019
21st century UC solutions that will improve contact centre services

Contact centres are expected to manage the omnichannel touchpoints of customer service and create a seamless framework for internal communications if they want to stay competitive in the 21st century, a daunting task for any organisation. However, UC solutions provide the communications framework contact centres need for perfect CX and seamless internal communication. 21st-century technological…

June 18, 2019
What is cloud commoditization and does it affect cloud migration?

Commoditization (when goods or services lose unique characteristics and become indistinguishable from its competitors) is an ongoing trend in cloud computing. However, while we see the positives of cloud commoditization, we strongly feel that the actual cloud migration process will not change. In this blog, we dive into why the cloud is being commoditized, and…

June 11, 2019
Five Ways to Optimise Contact Centre Cloud Migration

Contact centre cloud migration is a process fraught with complications. It requires communication with different departments, careful handling of information (customer information), preparation for the unexpected and attention to call quality. Migrating to the cloud reaps long-term rewards but is also fraught with complications. However, by working with the right partner and following the right…

June 4, 2019