Category: News

Humanization of technology and processes in Contact Center

The new digital society is making how we communicate, socialize, purchase, acquire information, learn, and solve problems, change faster than ever. We increasingly use technology-based devices (smartphones, tablets, computers, kiosks…) as the instruments of choice to address our daily needs. This new context begs a reflection on the role of organizations in the communications market. […]

The role of NAT on modern communication

While you may have not heard of it, NAT is omnipresent in modern networks, and can affect VoIP communications negatively. What is it? Network Address Translation (NAT) is a technique used by some network equipment that mangles network addresses. In the most usual deployments, it makes your whole network look like a single computer on […]

The magic of Quality Assurance

Collab’s offers three major applications in its portfolio: OneContact CC, OneContact PBX and OneContact WFO. From an end user point of view, to create an inbound service, to setup a hunting group or to generate a team schedule are quite easy, simple and intuitive tasks. But in its core, all three product are multilayered and […]

Instant messaging and Unified communications

People must be able to communicate in real-time even when there is some kind of physical barriers between them. Different devices like cell phones, tablets and laptops should be used for communicating. The kind of communication is also changing: people don’t want to establish a voice call, theywant to establish a voice call and send […]

WebRTC for contact center agent desktop applications – From voice to video to co-browsing to simplicity.

The agent desktop application is the main tool of a contact center agent, this is where she or he manages availability, controls telephony and interacts with whatever application manages the end customer interaction. It can be a fat client installed on a computer or a web page where 3rd party controls run. One of the […]

With CRM I’ve seen plenty – the Good, the Bad then This (real story)

The other day I got an email from a bank in which I have small savings with but no regular account movements. The email said I had the right customer profile to be eligible for an American Express card without any yearly fees or added costs.. So “Mr Carlos just click here and we will get you […]

PCI Compliance… To be or not to be?

About Compliance (in general) and PCI compliance (in specific) Compliance issues go well beyond the contact center activity and provide a classic example of the importance of distinct roles in organizations: For the business, compliance is simply a set of rules to be followed, and, if the rules are followed, the business considers itself to […]

Gamify your Contact Center

What is Gamification? Gamification uses game mechanics and game design techniques to create a game like experience during the work period. The main purpose is to make work more appealing, motivating and fun while still trying to meet company goals. How does it make sense in a contact center? Contact centers have one of the […]

Outbound IVR with a twist

We have included the functionality of Outbound IVR in OneContact for some time now. This, in itself, is not spectacular. In fact, it is a fairly standard feature for a contact center solution. What is new and innovative is the combination of this feature with our predictive algorithm and the use of agents! Outbound IVR […]

WebRTC decoded

What is WebRTC? WebRTC (Web Real-Time Communication) is an API definition being drafted by the World Wide Web Consortium (W3C) to enable browser applications for voice calling, video chat, and P2P file sharing without plugins. What is all the fuzz about? It enables real time communications applications directly from a web browser without any kind […]