The need for consistent, high-quality customer service across various communication channels and evolving technologies is prompting contact centers with on-premise hardware to move to the cloud. As consumers’ expectations are constantly rising, delivering an...
When delivering a successful migration for your cloud-based contact center clients, part of your role as a value-added reseller or systems integrator will be to check all functionalities of the CX environment. It's up to you to ensure that the client's specifications...
Contact centers expect a smooth migration as they move to a CCaaS (Contact Center as a Service) solution. Automated validation testing and monitoring is crucial for a successful cloud migration strategy, so it's just as important for resellers to ensure it's part of...
As the contact center landscape continues to evolve, an ever growing number of organisations have started to focus on migrating from traditional, on-premise contact center operations to the cloud. For many organizations, the contact center is the face of the brand and...
To remain competitive and provide the expected level of customer experience, more and more organisations are looking at cloud contact center solutions – and to you, as a partner, to support their cloud migration projects. To support your customers in the best way...
Occam provides AI driven customer experience mapping and validation testing to their customers and to their partners through our experience testing system Razor. Adopting automated validation, User Acceptance Testing and environemnt monitor into your technology set...
If you're migrating to a cloud contact center, you'll want to equip yourself with the tools and technologies to make the transition as smooth and effective as possible. At Occam, we help our clients make the leap by preventing avoidable setbacks through our advanced...
In the current climate, almost every day brings a new challenge for businesses. Contact centers have been at the forefront, handling unprecedented call volumes and queries for which most organizations don't have a protocol. Remaining efficient while adapting to the...
COVID-19 had thrown call centers into what is arguably one of the most testing times the industry has ever faced. A quick scroll through the social media pages of some of the world’s biggest brands revealed streams of complaints from customers whose calls were...
The move towards a DevOps methodology for your call center is no small undertaking. There's no quick and easy road to creating an agile environment, but there are some key considerations that will help you along the way. In this article, we've listed seven useful tips...
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