Contact Centre

Toku Transforms Customer Engagement for Enterprises with Contact Centre Launch 

As one of the top cloud communications providers in APAC, we aim to reimagine the region’s customer engagement transformation story. Over the last few years, we have innovated new products for unified communications, Communications Platform as a Service (CPaaS), and … Read More

Why You Should Consolidate Your Contact Centre and Cloud Telephone System with the Same Provider

As a provider of enterprise cloud communications solutions in APAC, we’ve seen a growing need for cloud-based Contact Centre as a Service (CCaaS) solutions in the region.    More rapidly growing enterprises are looking to CCaaS solutions to help turn … Read More

Introducing Bring Your Own Carrier for Freshworks Customers

Bring Your Own Carrier (BYOC) is the trend where businesses seek to explore cloud communications while keeping the telephony capabilities that they’ve been using all this while – like their existing numbers and carriers. The underlying reason why more businesses … Read More

Toku Contact Centre: Turning Every Conversation Into a Seamless Experience

As a cloud communications provider that empowers businesses to build seamless customer experiences, building our own cloud contact centre was always something in the pipeline. As a rapidly growing section of the ‘as a service’ technology model, it was something … Read More

Turn Your CRM Into a Contact Centre with the Toku for Salesforce Integration

Customer Relationship Management (CRMs) and contact centre platforms are two commonly used systems in every business today. Salesforce is one of the most popular CRMs that helps business owners easily track all communications and nurture relationships with their leads and clients. It … Read More

How Real-time Call Centre Monitoring and Reporting Improves Performance 

Would you use a baby monitor that only alerted you that something was wrong one day later?  Exactly.  The same idea applies to modern high-performance call centres where knowing what happens in real-time and being able to act on the … Read More

6 Must-Have Contact Centre Capabilities that Make Your Agents’ Lives Easier While Increasing Their Productivity 

You ordered a pizza two hours ago, and it’s nowhere in sight. So, you try calling customer service and what happens?   You are greeted by the sadly familiar (and annoyingly polite), ‘Thank you for your call! All our agents are … Read More

The 6 Best Metrics to Assess Call Centre Agent Productivity Like a Pro

“Measure what is measurable, and make measurable what is not so.,” said Galileo Galilei, the renowned astronomer.   But what does measuring faraway galaxies and stars have to do with improving call centre agent productivity? Delivering stellar customer experiences, of course!  … Read More

In-house And Outsourced Call Centres – How to Make Them Work Together as You Scale

When it comes to customer support, some companies strongly believe in keeping the call centre in house as it’s worth the additional costs. Meanwhile, other companies choose to look at contact centres as a ‘cost-centre’, and hence outsource the function … Read More

Elevating Customer Experience in Logistics: 5 CPaaS and CCaaS Use Cases that Deliver the Goods

When it comes to logistics, getting goods from point A to point B is just the tip of the iceberg. There are now multiple stakeholders involved in delivery, such as drivers, delivery personnel, customers, retailers, warehouses and customer support. Getting … Read More