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When researching call centre solutions, call centre managers and management boards usually compare the functionalities of competing products. Generally there are two types of call centre solutions: on-premise phone systems and hosted phone systems. The main difference between them is the way they are deployed...

How to design an efficient IVR system?  Despite being one of the oldest automation technologies used in call centre systems, IVR ( Interactive Voice Response) is still the least liked one by users. Why is it so? An IVR tree is an automated call menu. Its purpose...

A contact centre system needs to fit the individual needs of a company and be tailored to its business profile. Every contact centre system has its own unique character and is designed to meet specific goals. So, why use generic measures and reports? Dedicated reports are the only appropriate solution....

Contact centre software is of course dedicated to all kinds of customer service centres as well as to telemarketing and telephone sales businesses. But is it useful only in these rather niche industries? Quite the contrary! Below we present some industries and business operations, in...

ICT systems to support telemarketing have been developed in Poland for over 10 years. We can proudly say that Systell has been one of the first companies on the Polish market to notice this niche and start developing specialist dedicated software. Only recently has the...

Communication processes, both in their operational and technological aspect, offer limitless possibilities for their measurement and expression in numerical terms. Every activity, process step, data flow or task completion time is reflected in figures in ICT system registers. Key Performance Indicators (KPIs) serve as a tool for...

Efficient management of customer phone service is all about numbers. Every day agents place and receive a lot of calls; they talk to customers, solve their issues and receive orders. Some customers hang up because they wait a bit too long for their call to...