Unified Communications (UC) is a foundation for offering different companies an array of asynchronous and real-time communication tools. The goal is to improve business communications and productivity, giving businesses a competitive advantage. In a customer-centric...
CCNA continues brand revamp with the launch of their new website. Technology solutions provider, Converged Communication Network Applications (CCNA), have just launched their brand-new website. The site offers an improved user interface in a simple and...
As we wrap up on 2019 and look forward to the upcoming holiday season, we would like to take the opportunity to thank all of our customers, vendors and partners for their continued support over the past year. It is greatly appreciated. CCNA will continue to operate...
CCNA recognised as Avaya’s Team Engagement Partner of the Year for APAC Australian services provider Converged Communication Network Application (CCNA) was recognised as Avaya’s Team Engagement Partner of the Year for the Asia-Pacific region. CCNA...
Voice analytics is usually introduced in a Contact Centre environment to improve customer experience. But how does voice analytics improve CX? To answer this, we need to examine four main areas, namely; data mining, routing calls, marketing campaigns and quality...
NPS and the Contact Centre A Contact Centre is where the business meets its customer or potential customers, through a plethora of channels; chat, email, voice, video etc. It is the frontline; a crucial point of contact. Measuring a contact centre’s performance is...
Great organisations are built on robust, well guided, fundamentals. One fundamental trait of great organisations is they place the customer at the centre of their focus, in every move they make. Their strategy takes customer experience (CX) into account at each stage...
We are slowly but surely seeing the launch of 5G commercial services in the US and in South Korea. It is arriving, and fast. The expected fast connection speeds, ultra-low latency, and greater capacity offer huge opportunities for network operators, and great services...
Communication is vital between a brand and its customers. Organisations today recognise communication as a key facet in delivering optimal customer experience. Yes, there is a plethora of technologies in the market that help leverage data for insights. And yes,...
In today’s customer-centric world, an organisation’s success is heavily influenced by its ability to provide a personalised experience. Customer data help shape insights. These insights, when leveraged well, can address specific requirements of customers. Companies...
