Boosting Your First Call Resolution Rates with AWS Connect and Machine Learning
As a business, providing exceptional customer service is crucial for maintaining customer satisfaction and loyalty. One of the key metrics to measure the effectiveness of your customer service is first call resolution (FCR) rates. FCR is the percentage of calls...
rockITdata Ranks No. 17 on Inc. Magazine’s List of the Northeast Region’s Fastest-Growing Private Companies
Companies on the 2023 Inc. 5000 Regionals: Northeast list had an average growth rate of 450 percent. rockITdata achieved a two-year revenue growth of 1,214 percent. Philadelphia, PA, March 7, 2023 – Inc. Magazine today revealed that rockITdata is No. 17 on its third...
Data for Artificial Intelligence and Machine Learning Models
Difference between unstructured and structured data. In the world of machine learning, data is everything. The algorithms used in machine learning require data to be fed into them in order to learn and make predictions. However, data comes in many different forms and...
rockITdata Achieves the AWS Service Delivery Designation for Connect
PHILADELPHIA, Pa., November 8, 2022 –rockITdata LLC (“rockITdata”), announced today that it has achieved the Amazon Web Service (AWS) Service Delivery designation for Connect.
rockITdata Acquires Pharos Group, Inc
PHILADELPHIA, Pa., October 25, 2022 – rockITdata announces the strategic acquisition of the Pharos Group, Inc.
Call Centers – Going Back in History
Call centers have been around since the early 1960’s and undoubtedly have made major strides. Offices of major telephone companies used call centers to handle various inquiries. In the 70’s and 80’s, new technologies made call centers more prominent. These call...
What is Salesforce MFA?
Passwords are no longer a sufficient means of security as the number of cyberattacks continues to skyrocket. For this reason, beginning February 1, 2022, Salesforce will begin to require customers to Multi-factor Authentication (or MFA), in order to access their...
The Future of the Cloud
In today’s day and age, the business world has continued to evolve at a rapid pace, which only increases the pressure on businesses to grow and mold with these continuous changes.
What is a Cloud Call Center?
Customers use an average of 10 channels to communicate with companies, and they expect a personalized experience across them all. Supervisors and agents need a better way to handle call volume, speed up call resolution, and bring the power of AI/ML into the contact...
Why Your Business Would Benefit From Moving to the Cloud
Reducing IT costs IT executives can easily reduce computing resources to meet specific business needs and save money. Rather than estimating capacity requirements ahead of time, organizations can make changes on the go and eliminate unneeded hardware or on-premises...
Why Having a Chatbot Will Boost Business Relations
The chatbot is an Artificial Intelligence technology solution that allows us to exchange messages in real-time between the user and the chat system. According to reports, currently, 82% of companies in the world say they have a positive return on the investment made...
Salesforce Field Service Lightning Pricing and License Types
Agents, dispatchers, mobile employees, and managers deserve a complete view of the customer, full context into cases, and access to all the information needed to help the customer anytime, anywhere and from any device. From intelligently scheduling employees, to...
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rockITdata Acquires Pharos Group, Inc
PHILADELPHIA, Pa., October 25, 2022 – rockITdata announces the strategic acquisition of the Pharos Group, Inc.
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