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Contact Center

Call Centers vs. Contact Centers – What’s the Difference?

  The terms “call center” and “contact center” are often used interchangeably. While they are indeed similar, they’re not the same. Call centers are all about routing voice calls to agents, while contact centers build upon those voice capabilities to further enhance the customer’s experience. Let’s explore the similarities and differences between these two mission-critical …

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UC Call Centers Drive Better Customer Experience

Customer satisfaction is so… yesterday. Today, it’s all about the customer experience, or overall journey with your company. Customers that have good overall experiences (including satisfaction at all of their touchpoints) buy more and refer more customers. And the key to it all is seamless communications throughout that journey. That’s why forward-thinking organizations are deploying …

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Finance Sector Banks on UC for Customer Service

Something has happened in the ten or so years since the financial crisis: Banks and other financial institutions have gotten, well, rather hip. And personalized. And, dare we say it, customer service-oriented. One of the foundations for this change is the fact that they can leverage new communications approaches to become more nimble, flexible and …

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Raise Your Voice: Business Conversations Get a Makeover

In our data-intensive, smartphone-laden world, personal communications revolve around texting, emojis, memes and social networking. Using a phone is, well, decidedly passé for some. There are even memes about it. But any business owner knows that voice – actual, real conversation! – remains the lifeline of any going concern. To keep collaboration on track between …

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