Yigit Zorlu

Manually Routing The Calls in Contact Center Queues


by Yigit Zorlu on April 11, 2017

There are circumstances where an individual call in queue needs to be treated and routed to a specific agent or a number manually rather than longest waiting or other call routing logic. Comstice can list the individual calls waiting in the queue, then supervisors can manually route them to a specific agent or a phone number if needed.

Manually routing the calls in Contact Center Queues Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Review: Amazon Connect Cloud Contact Center


by Yigit Zorlu on April 4, 2017

Amazon Connect is the new cloud-based contact center from Amazon Web Services. We created a quick demo setup with a single call flow, two queues and two agents using our existing prompts and got it working in 10 minutes. Here is a quick review about this service;

Review: Amazon Connect Cloud Contact Center Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Apps will define the winner in Cloud Contact Centers


by Yigit Zorlu on February 23, 2017

As contact centers are gradually moving to the cloud, the competition based on the price, basic features and functionality will soon push many players out of the market. The applications that contact center users can purchase and use for their service will be the main competitive difference.

Apps will define the winner in Cloud Contact Centers Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Compete with Uber Using Cisco Contact Centers


by Yigit Zorlu on February 9, 2017

One of the challenges in Location-Based services is that customer and the expert must use the mobile app. Comstice created a technology where customer can receive the location-based services without using any app, thanks to Cisco Contact Center technologies.

Compete with Uber using Cisco Contact Centers Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Toolkit for Cisco Remote Contact Center Agents


by Yigit Zorlu on February 1, 2017

Decentralising contact center services has advantages as well as shortcomings for the agents. Comstice offers an Agent Toolkit for Cisco Contact Centers UCCE and UCCX to offer a better visibility and contact management even when they are home-based, in remote locations or on the move.

Toolkit for Cisco Remote Contact Center Agents Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Cisco IP Phone Agent vs Comstice Mobile Agent App


by Yigit Zorlu on January 26, 2017

Cisco IP Phone Agent is a thin client that allows users to login as an agent when they don't have access to a desktop PC and receive customer calls. Now, there is a powerful alternative; Comstice Mobile Agent app offers a greater flexibility as a mobile app and is an alternative to Cisco IP Phone Agent so that users can login as an agent and retrieve customer calls from a Cisco IP Phone or from their mobile phone.

Cisco IP Phone Agent vs Comstice Mobile Agent App Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Migrating from Cisco CAD to Finesse: How to get more than what you want


by Yigit Zorlu on January 10, 2017

Many of our customers still hold on to Cisco CAD and others told us about some features not being available out of the box and browser related issues in Cisco Finesse. Here is how to get Cisco CAD experience (and more) in Cisco Finesse.

Migrating from Cisco CAD to Finesse: How to get more than what you want Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Customer Service Trends in 2017


by Yigit Zorlu on December 30, 2016

Ahead of the new year, new plans and ambitions, we created a list of things to expect in Customer Experience Management market in 2017 globally. This will help you plan the year ahead better, no matter what the size of your organisation is.

Customer Service Trends in 2017 Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Big Word Alert: Omnichannel


by Yigit Zorlu on December 13, 2016

Does anybody remember "Triple Play"? Back in 2005, "Triple Play" was the word on the street; there was a spree of acquisitions from mobile service providers to snatch a broadband ISP to grow and extend with home telephone, mobile and internet. "Triple Players" rarely mentioned the problem they were trying to solve. Without any clear strategy, "Triple Play" was just a sticker change on the broadband modem. I don't want this to happen to Omnichannel for Customer Service.

Big Word Alert: Omnichannel Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Comstice Desktop Supervisor for Cisco Finesse


by Yigit Zorlu on November 29, 2016

Comstice Desktop Agent offers exciting features for the supervisors. Same client application provides full visibility and controls for the teams if agent has supervisor credentials. Printable real-time view of agent and the queue stats help supervisors to capture the moment and "Queue Details" section lists all the agents in "Not Ready" state for the particular queue so the supervisor can make them "Ready". Oops!

Comstice Desktop Supervisor for Cisco Finesse Read More...

Customer Service Cisco Techologies

Yigit Zorlu

Expanding Customer Service Beyond Call Center Agents


by Yigit Zorlu on September 12, 2016

There are many teams within organisations where customers would like to communicate directly. They are not necessarily call center agents; they often have other roles and don't have a chance to login as an agent through a PC. Comstice Mobile Agent App helps to route the customer calls to these mobile teams remotely, and eliminate call center queues as a bottleneck in time-critical scenarios. It is also possible to monitor Mobile Agent geolocation so that call can be sent to the nearest agent automatically.

Expanding Customer Service Beyond Call Center Agents Read More...

Customer Service Cisco Techologies


Yigit Zorlu

Apple-Cisco Partnership pushes Google even more towards Swift for Android


by Yigit Zorlu on June 23, 2016

There has been two important developments recently for the mobile world; Google vs. Oracle court case regarding the intellectual rights in Google Android and Apple open-sourcing their new mobile programming language Swift. Then, it was no surprise to hear the "rumors" that Google is considering Apple's newly open-sourced Swift language for the next version of Android mobile OS.

Apple-Cisco Partnership pushes Google even more towards Swift for Android Read More...

Customer Service Cisco Techologies


Yigit Zorlu

Why call center agents should login via mobile app?


by Yigit Zorlu on June 15, 2016

Customer Service teams need to be agile and innovative so that they can monitor customer experience better and optimize the customer journey. Agent Mobile Apps help to expand customer service beyond on-premise call centers and offers direct communication between the customers and the employees of the organization who are not full-time call center agents.

Why call center agents should login via mobile app? Read More...

Customer Service Cisco Techologies


Yigit Zorlu

Comstice Desktop Agent for Cisco Finesse


by Yigit Zorlu on Apr 12, 2016

Cisco Finesse is a great feature helping us to create new ideas for Cisco Contact Center agents. Comstice Desktop Agent simplifies the agent functionality for Cisco UCCE and UCCX, provides better visibility for real-time and daily historical stats. It also eliminates the browser-related issues and creates consistency on agent features.

Comstice Desktop Agent for Cisco Finesse Read More...

Customer Service Cisco Techologies


Yigit Zorlu

How to see inside your contact center queue?


by Yigit Zorlu on Apr 11, 2016

To be able to see each call in contact center queue helps customer service teams to understand and manage the customer contacts better and reduce the wait time. Detailed visibility on Callback Queue also helps optimise callback feature and manage the resources better.

How to see inside your contact center queue? Read More...

Customer Service Cisco Techologies


Yigit Zorlu

Year of Red Monkey and Mobile Customer Service


by Yigit Zorlu on Feb 3, 2016

2016 is Chinese Year of the Red Monkey. It will also bring new ways of communication with Customer Services. Organizations have to meet the changing consumer behavior in communication, not only for a better customer experience, but also to reduce the overall cost of Customer Service into their business. Here are a few areas we should expect growth this year;

Year of Red Monkey and Mobile Customer Service Read More...

Mobile Applications Customer Service


Yigit Zorlu

Video Calls in Customer Service


by Yigit Zorlu on Dec 8, 2015

One of the best features I find in mobile devices is to be able to have video calls; It started with Skype and now video calls are everywhere in our personal and professional lives... except in Customer Collaboration. However, there are many use cases for video collaboration in customer service. We just need to find the most practical way of doing it;

Video Calls in Customer Service Read More...

Mobile Communications Customer Experience


Yigit Zorlu

Why Cisco should release a Mobile Phone


by Yigit Zorlu on Dec 1, 2015

After Cisco's early attempts to break into the tablet market, this statement might sound a bit bold. However given the fact that BYOD is almost doomed, unified communications are moving towards smartphones, enterprise security concerns are in the headlines and many new business applications have mobile at its core, there is much stronger business case than ever for a Cisco Mobile Phone.

Why Cisco should release a Mobile Phone Read More...

Mobile Devices Cisco Technologies

Yigit Zorlu

Mobile Co-Browsing in Your Digital Strategy


by Yigit Zorlu on Nov 10, 2015

As more businesses move towards digital-only model and mobile internet use accelerates among the consumers, there is a big challenge; your entire business is confined into a 5-inch screen. Co-browsing or remote assistance by navigating together on the web pages is used to educate internet users about web features. As users are moving more towards mobile and tablet endpoints for internet access, co-browsing service is becoming more important that ever for your digital strategy.

Mobile Co-Browsing in Your Digital Strategy Read More...

Customer Service Customer Experience

Yigit Zorlu

Creative Ideas using Cisco Jabber Guest


by Yigit Zorlu on Oct 21, 2015

Have you ever heard Cisco Jabber Guest? It is the "less famous" cousin of Cisco Callmanager (CUCM) and it is free. Cisco Jabber Guest offers the first glimpse of true Unified Communications interaction with the users outside your organization. This is your moment to innovate for your business. Here is a quick introduction on Cisco Jabber Guest;

Creative Ideas using Cisco Jabber Guest Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

Maximize Your Contact Center Availability


by Yigit Zorlu on Oct 13, 2015

As the strategic importance of Customer Collaboration increases for your business, so does the cost of losing your contact center service availability. Thanks to the cloud and mobile technologies, it is easier, quicker and more economical than ever to create a high availability solution for your contact centers.

Maximize Your Contact Center Availability Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

IOS and Android App support on Windows 10


by Yigit Zorlu on Oct 8, 2015

Microsoft is still hanging on well in the enterprise market despite falling PC sales. "Reasonably-priced" Windows phones help to overcome BYOD challenges and support building the Mobile Enterprise. With Windows 10, IOS and Android apps can also be launched from a Windows Phone which is for me the most exciting news I had from Microsoft for a long time. Here are some key points we need to monitor in the next few weeks for Mobile Enterprise ;

IOS and Android App support on Windows 10 Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

Mobile Contact Center Customer Journey


by Yigit Zorlu on Oct 8, 2015

Comstice Mobile Agent App turns mobile workforce into contact center agents for better service utilization. Location-Based Call Routing helps your mobile contact center to provide location-based services without any app required on the customer end. Caller can identify their location on a simple phone call and their call is transferred to the nearest Mobile Agent that is available. The dialogue below is an example scenario for a mobile contact center;

Mobile Contact Center Customer Journey Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

Why Webchat doesn't work for Customer Services?


by Yigit Zorlu on Sept 30, 2015

Webchat is meant to provide an alternative collaboration channel so that we can reduce the incoming customer calls and eventually the cost of overall customer services. In today's world where consumers prefer chat over making phone calls, webchat still covers the very small percentage of total customer inquiries. Why chat works well for everything except customer services?

Why Webchat doesn't work for Customer Services? Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

Can Mobile Agent Apps enhance High Availability in Contact Centers?


by Yigit Zorlu on July 8, 2015

As the contact center functionality moves to the cloud-based services, the question of high availability becomes more important than ever. Even the highly resilient networks fail, as the history of IP Networking reminds us almost every Monday morning. Is there a better way to provide business continuity in our contact centers than doubling up network connections and contact center locations?

Can Mobile Agent Apps enhance High Availability in Contact Centers? Read More...

Contact Center Mobile Collaboration Cisco


Yigit Zorlu

Uber: The World’s Biggest Contact Center


by Yigit Zorlu on July 1, 2015

It is aggressive, it is controversial but it is successful about what it offers. What can we learn from Uber about customer collaboration and how can we use mobile apps to interact with the customers?

Uber: The World’s Biggest Contact Center Read More...

Contact Center Mobile Collaboration Cisco


Karen Bergs

Why customers should call your contact center using an app


by Comstice on June 17, 2015



Don’t we have enough apps in our phones already? Why would anyone call a customer support line using an app? Read on to see why it is “no brainer” for both callers and the service providers;

Read More...

Contact Center Mobile Collaboration Cisco


Karen Bergs

Why B2C apps don’t work and what to do about it?


by Comstice on June 3, 2015


Think about the apps you use frequently as a customer of a business? Your banking app, a payment app, apps for utilities or mobile phone services or car breakdown… The list can be a long one.

Now think about the apps you delete first, in order to make some space for the latest episode of your favourite show; Exactly!!

Read More...

Contact Center Mobile Collaboration Cisco


Karen Bergs

Apple Watch: More of a business collaboration tool than a fashion statement


by Comstice on May 4, 2015

Yes, I ordered one and yes it was delivered six weeks before the estimated delivery date. I now own an Apple Watch.

I was never a gadget geek, this purchase is purely for business. If you want to create ideas based on a new technology, you have to use it first. These were "my” first few excuses for buying an Apple Watch.

Read More...

Wallboard Mobile Collaboration


...

Introducing Location-Based Call Routing


by Comstice on March 25, 2015

As the smart phone apps become more accepted in our daily lives, location-based services became quite common. “Checking in” to a place became popular in social networks. All of our photos taken by smartphones have geo-location tags. However, ideas for monetizing location-based services were only successful when there was a specialized app on the user side.

...

When it comes to customer collaboration though, it is not realistic to expect customers to have apps for every single location-based service they might need.

Read More...

Contact Center Finesse Collaboration Cisco


Karen Bergs

Five things we did using Cisco Finesse


by Comstice on April 8, 2015

As web technologies take precedence in server-side infrastructures, it was inevitable to move Cisco Contact Center solutions towards the web frameworks and web-based client interfaces. Cisco Finesse is the Cisco's new Contact Center service that enables agent functionality via a browser interface. More importantly though, it helps us to integrate Cisco Contact Center agent functionality in various different platforms and create innovative solutions. So good bye retro look of Cisco CAD, long live Cisco Finesse.

Read More...

Finesse Cisco Contact Center Mobile Collaboration


Karen Bergs

Big, smart or programmable; Data must be beautiful too


by Comstice on April 16, 2015

Google's open-sourced search algorithm helped us to analyze unstructured data which we called "Big Data". Internet of Things endpoints create very small but useful data that is often called "Smart Data". Software-Defined Networks these days help us to "program" the data. What is the best way to visualize so much data in business?

... Read More...

Wallboard Mobile Collaboration


...

Mobile Contact Center: It is not what you think


by Comstice on March 17, 2015

There is no single industry that managed to spare itself from the invasion of the app economy. Customer collaboration is no exception; Mobile Agent apps offer contact center agent functionality on smart devices. But, why would an organisation like to use a mobile agent app? Do we really need a Mobile Contact Center? Please read on, before sending your agents to a field trip.

... Read More...

Cisco Finesse Mobile Collaboration


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