Understanding Omni Channel Advent of modern communication and networking platforms have added numerous channels, over and above the existing voice calls and sms, to reach the customer and vice versa. Simultaneous support for the new channels has become inevitable to organisations, who strive to provide the best customer service. [...]

Enterprise Security Solution - Firewall, VPN & SBC (Session Border Controller) Data security is very critical for any business today because that is one way to make one's business more effective. Business's data is the lifeline of any business, hence it is imperative to make sure Enterprises can do [...]

Announcement-*astTECS partners with Truecaller to bring in Efficiency and Safety to Daily Life Business Communication The increasing number of calls from unidentified callers has led to disconnected experiences for users for years. 1 out of 4 calls received by users  are from someone outside of their  phonebook / saved [...]

In a Call Center, it is frustrating when multiple customer call at the same time and not able to decide Which caller to prioritize or when no agents are available to speak with? In such scenario, most contact center systems rely on ACD (Automatic Call Distribution) systems which helps call [...]

IP PBX : Understanding IP PBX and its Benefits If you are looking to set up a new business phone sytem or to upgrade your exisiting communication infrastructure, You must have come across the terms IP PBX (Internet Protocol Private Branch Exchange) and VoIP Phone System, which you need to [...]

IVR - Old Wine in New Bottles? Introduction Is that what the new frenzy of IVR is all about? It seems like that. But, that is not the truth. Customer service environment and technology is changing drastically. And no, I don’t mean change from a customer point of view, [...]

INTRODUCTION Look both ways before crossing the street, don't share OTP and use a VPN when working online. All of these aren't thumb rules of life but they should be. Every 39 seconds, someone attempts to hack a computer or a terminal. Moreover, these hacks account for just around [...]

How to reduce Abandon Call Rate (ACR) in Call Center? In a call center scenario, you find that there was a customer in queue waiting for assistance who suddenly left the call mid-way before contacting the agent. This is a case of abandoned calls. In recent years, with rapid [...]