Sabio CEO Reveals How AI Can be Applied to Unleash Exceptional CX
Adoption of cloud has stimulated call centre as a service (CCaaS) innovation to the extent that open CCaaS now provides a platform for applying generative AI...
George Malim · 21 Dec 2023
Sabio Looks to Drive Greater Value from Data and AI
The recent announcement that Salesforce and Genesys are to align more closely following their launch of CX Cloud strengthens Sabio’s position as Europe’s lea...
George Malim · 19 Dec 2023
Sabio Explains Why Integrated Data Powers Excellent CX and Enhanced Employee Productivity
From a business perspective, lack of timely and accurate insights means they are flying blind and therefore can only deliver disconnected customer and partne...
George Malim · 28 Sept 2023
Uncovering the Technology and Management Styles Central to Hybrid Work Success
The world of work remains in a period of transformation. However, one thing is certain: Hybrid working is here to stay. In the U.S., research shows that at l...
George Malim · 4 Jan 2022
Poly Gets Personal with Back-to-Work Headsets
Flexible working has now become a reality and has brought with it increased recognition that individuals have both specific requirements and preferences for ...
George Malim · 13 Apr 2021
Enreach Brings Cloud-Based Contact Centre Services to SMBs
Contact centre platforms have previously been seen as the preserve of large corporations that can afford substantial upfront investment in infrastructure, ha...
George Malim · 6 Apr 2021
Call Centre Agents Target Productive Remote Working
Working from home became the rule rather than the exception for customer service agents in 2020. However, it has moved from a necessity to ensure workers’ pr...
George Malim · 29 Jan 2021
Deflect to Achieve Excellent CX, says RingCentral
2020 saw further increases in customers transitioning from in-store interactions to online behaviour, putting extra pressure on the call centre to meet heigh...
George Malim · 25 Jan 2021
Ribbon and Mida Solutions Partnership for On-Prem Contact Centre Bears Fruit
Contact centre capability is one of the most challenging unified communications (UC) capabilities to offer and service providers have been looking to add thi...
George Malim · 10 Nov 2020
All Enterprises Recognise the Value of Voice Recording
Without doubt, call recording is now firmly in the mainstream. The technology is now used by 95% of contact centres in the UK
George Malim · 6 Nov 2020
Voxbone Insights Gives Customers Quality, Capacity, and Billing Visibility
Voxbone has launched Voxbone Insights to provide customers with end-to-end quality, capacity utilisation and billing metrics in real-time that they can drill...
George Malim · 27 Oct 2020
Mida Attendant Console Unveils New Look and Feel
The new version of Attendant Console can be integrated with popular business platforms with flexibility in terms of how it is presented
George Malim · 7 Aug 2020
Lifesize Takes Video to the Contact Centre
Lifesize has launched CxEngage Video, a native video solution for cloud contact centres that enables agents to initiate video-based conversations from any support channel
George Malim · 30 Jul 2020
LogMeIn Enables Multichannel CCaaS for all
The contact centre is seen as a vital tool to enable enterprises to communicate with their customers but solutions are often complex and expensive, and because of that have been seen as the preserve of large enterprises
George Malim · 24 Jul 2020
Consentec’s World Tour of CPP Regulations
Regulations vary and require international organisations to be aware of national and regional differences
George Malim · 24 Jul 2020
SAP Contact Center 365 gets Agents Working from Home
Along with much of modern life, the contact centre is forever changed by the COVID-19 pandemic. Workers in affected regions simply are no longer able to travel to and sit closely together in traditional contact centres
George Malim · 17 Jul 2020
OPTO4Teams Delivers Contact Centre Features at Home
As organisations come to terms with the new normal, they’re moving on from the rapid response challenge of continuing to operate and working out how to susta...
George Malim · 4 Jun 2020
Consentec Enables Compliant Remote Recording
As organisations continue to make large-scale transitions to cloud-based unified communications and videoconferencing, it’s important those that need to record calls for business and regulatory purposes ensure they remain compliant with data protection and privacy legislation
George Malim · 29 May 2020
AI the Enabler of Omni-channel Customer Care
Customer care now involves a complex web of often not-very-well-integrated systems that make up the omni-channel customer experience. Disconnects arise betwe...
George Malim · 25 Sept 2019
Comm100 Launches AI-enabled Agent Assist
Comm100 has unveiled Agent Assist, its new artificial intelligence (AI) powered virtual assistant to help call centre agents handle calls more efficiently an...
George Malim · 5 Jul 2019