Category: News

Hosted Contact Centres – Trend or reality?

Trends in the global contact centre market show an increasing adoption of cloud solutionsall around the world. Gartner estimates sustained growth of 17.6% in adoption, through 2016… and then it might even boost up. Today, the market may still be dominated by large premises-based systems, but several economies are catching up and challenging this paradigm. Local businesses are cottoning on to the proven benefits of cloud solutions, namely ease of use, […]

Attacks on VoIP Services

All internet-accessible services are subject to attacks, and VoIP services like OneContact  CC and OneContact PBX are no exception. The most common type is a brute-force attack that tries to guess a user’s SIP password and thus gain access to the user’s account. Another type is inundating the server with register and invite requests, overloading […]

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 […]