Case Study – Direct Response

Lync, Trends and thoughts

The Verba Recording System is a user-friendly, scalable solution deployed across different verticals: finance to education, government to healthcare. Different sized businesses, large or small have utilized the Verba Recording System and continue to ‘add value’ to their organizations.  Direct Response demonstrates this very well…

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Skype for Business

Events, Lync, Partnerships, Trends and thoughts

Over the last 10 years Microsoft Lync has been well-known in the realm  of online communications, making it easier for businesses to connect to discuss, collaborate and share.  Last week, Microsoft announced that it’s Lync unified platform is being rebranded….queue Skype for Business in 2015. Gurdeep Pall, Skype’s Corporate Vice President said that Skype for Business…

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2014 Cisco Americas Customer Collaboration Sales Summit

Cisco, Events, Features, Our team, Solutions, Trends and thoughts

This year’s Cisco Americas Customer Collaboration Sales Summit brought together more than 600 attendees from key technology partners, channel and delivery partners, and Cisco at the Sheraton Dallas Hotel, Texas.  Verba were sponsors at the ‘contact center event of the year.’ The Sales Summit consisted of Enterprise Track Sessions, which covered a variety of topical…

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Being Seen and Heard

Solutions, Trends and thoughts

Do you ever get the feeling that you’re being watched? Well, Britain is the most ‘watched’ country on the continent. Everyone lives in a ‘surveillance society’ where our movements are monitored by a mass of Close Circuit Television (CCTV) cameras: there are up to 4.2m CCTV cameras in Britain, about one for every 14 people, to…

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'Can you hold please?'

Solutions, Trends and thoughts

Have you ever heard of the saying, ‘All good things come to those who wait’?  Well in certain instances, this may well be the case, but in other instances this certainly isn’t!  Imagine you’re waiting in a queue for half an hour and it’s your turn to talk to the advisor at the end of…

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The Verba Vision

Our team, Trends and thoughts

Every company has a vision – without one there is no common aim or plan that a team can work towards. The official definition is ‘an image of the future we seek to create’. Vision statements therefore contain details of the company’s future – its vision and the future plans with aims and objectives. At…

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The Impact of Unified Communications

Solutions, Trends and thoughts

If you look at the definition of Unified Communications on Wikipedia, you find this: “the integration of real-time communication services such as instant messaging (chat), telephony (including IP telephony), video conferencing, data sharing (including web-connected electronic whiteboards), call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax)”. The realm of Unified Communications has…

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Quality Assurance for Shared Services Centers

Trends and thoughts

More and more global organizations are moving specific operational tasks into centralized Shared Service Centers (SSCs). Companies like IBM, Exxon, Vodafone and others are running a handful of global or regional SSCs for accounting, HR, payroll, compliance, purchasing and other standardized processes. As SSCs are mainly cost centers, efficiency is extremely important. In a globally competitive…

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Cisco UCCX Integration with Verba

Cisco, Trends and thoughts

For contact centers to operate effectively it is essential to monitor and measure the productivity of agents. This week we would like to highlight how the Verba Recording System provides deep integration with Cisco Unified Contact Center Express (UCCX) to enrich your recorded customer interactions.

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