Enreach Acquires Danish Company HeroBase
Enreach, the fast-growing European unified communications group backed by investment company Waterland, enhances its product offering with the acquisition of...
Ian Taylor · 3 Sept 2020
Sabio Appoints New CEO
As a dominant player in the Customer Experience market, Sabio has appointed Jonathan Gale as group CEO (pictured above), to accelerate its core aims. In this...
Ian Taylor · 9 Dec 2019
Taking Advantage of Google Contact Center Speech & NLP
As we reported , Google recently announced new speech and NLP enhancements to Cloud Speech-to-Text and Dialogflow that can improve recognition accuracy by up...
Ian Taylor · 15 Aug 2019
See You at the Call & Contact Centre Expo 2019
UC Today are delighted to once again announce our partnership with the Call & Contact Centre Expo. Europe’s largest and most comprehensive event connecting c...
Ian Taylor · 1 Mar 2019
UK Workers Risking GDPR Penalties
A survey of 1,002 UK workers in full or part-time employment has shown that many UK Businesses are risking penalties by failing to adhere to GDPR legislation...
Ian Taylor · 24 Jan 2019
New Altimeter Report: The Rise of the Collaborative Contact Center
By John Finch, AVP Product Marketing, RingCentral June 18, 2018 Traditional contact centers as we know them were designed and deployed at scale in the 1960s,...
Ian Taylor · 1 Nov 2018
Management and Analytics Underpin Customer Contact Success
Akixi explain that management and analytics within the call centre provide the foundation for great customer success stories.
Ian Taylor · 8 Oct 2018
Stronger Insights, Greater Efficiencies - IBM Watson
As an early mover in the AI segment, IBM Watson is built with a multitude of capabilities, ready to take on a number of business scenarios.
Ian Taylor · 4 Oct 2018
ZaiLab Enters US Channel with Intelisys
ZaiLab’s contact centre solution is available to SMB customers across the US through Intelisys’ national network of Sales Partners.
Ian Taylor · 1 Oct 2018
Plantronics Introduces Elara - New Phone Station for Mobile-First Workers
Plantronics, an audio pioneer and communications technology leader, has announced the Plantronics Elara 60 Series, a new category of productivity solution – the mobile phone station.
Ian Taylor · 26 Sept 2018
The Sky's the Limit as AMC Technology launch DaVinci!
AMC Technology launch, DaVinci, their cloud-based CRM and Communication Integration Platform.
Ian Taylor · 25 Sept 2018
Is Vonage's Vee a Game Changer?
Vee is a specialised virtual assistant for Vonage Business Cloud users, now adding intuitive and responsive task automation capabilities.
Ian Taylor · 21 Sept 2018
Marks & Spencer Enhances CX with Rant & Rave
Rant & Rave, the leader in real-time customer engagement technology today announces a partnership with Marks & Spencer (M&S) to enable an easier process of capturing feedback from customers.
Ian Taylor · 20 Sept 2018
Vonage to Acquire CCaaS Leader NewVoiceMedia for $350M
Together, Vonage and NewVoiceMedia will be addressing a total addressable market that is expected to grow 60% over the next four years.
Ian Taylor · 20 Sept 2018
Implementing Effective CX Strategies in the Contact Centre
Customers are increasingly at the forefront of business decision making, and subsequently organisations are prioritising the cultivation of positive brand experiences.
Ian Taylor · 17 Sept 2018
Red Box Appoints Alison Young as Chief Operating Officer
Red Box, a leading global provider of cloud and premises-based voice capture solutions, has today announced the appointment of Alison Young as Chief Operating Officer.
Ian Taylor · 17 Sept 2018
NewVoiceMedia in Top 100 Cloud Companies - Forbes
NewVoiceMedia, a leading global provider of cloud contact centre and inside sales solutions, has for the third consecutive year been named in the Forbes 2018 Cloud 100.
Ian Taylor · 14 Sept 2018
Skype for Business and the Changing Face of the Contact Centre
Specialists in customer communication solutions, Enghouse Interactive, explain why internal UC solutions are becoming ever more important in the world of the modern contact centre.
Ian Taylor · 12 Sept 2018
Twilio Makes a Grab for Speech Analytics Specialist Ytica
Twilio, the leading cloud communications platform, today announced it has acquired Ytica.
Ian Taylor · 11 Sept 2018
Oak Clarify Delivered Your Way: New Release Targets Mid-Market & Hosted Telephony Users
Redundancy options are also included in the new release to satisfy mission-critical call recording scenarios, such as FCA and MiFID II compliance.
Ian Taylor · 11 Sept 2018
Bad Customer Experience: A Good Reason to Jump Ship
Chris Robinson of Yonder Digital Group gives us his thoughts on the effects of a bad customer experience and how to improve it.
Ian Taylor · 7 Sept 2018
Creating the Proactive Contact Centre with Red Box and BrandsEye
Red Box and their partner BrandsEye explain how they can dramatically improve the effectiveness of an organisation's contact centre with a holistic approach to analytics.
Ian Taylor · 7 Sept 2018
All You Need to Know About AI and Chatbots
Chatbots have been in existence for quite some time already, but they are now really making inroads. Marc Derksen, CTO of PeterConnects, takes a look at the subject.
Ian Taylor · 6 Sept 2018
Which Road Is YOUR Customer Experience On ?
Who would have thought that in 2018 that customer experience could still be slow, put work on the customers' shoulders and often let customers down?
Ian Taylor · 4 Sept 2018
Aspect: 94% of Organisations Recognise Importance of Cloud in Improving CX
New research from Aspect Software and the Cloud Industry Forum has revealed that most organisations are aware of the vast potential of cloud services in enhancing CX.
Ian Taylor · 4 Sept 2018
Contact Centre Technology Track - Your Customer Contact Options
Check out the Contact Centre Technology Track for September - all you need to know about customer contact solutions.
Ian Taylor · 3 Sept 2018
Investing in ReTell - Challenging Call Recording Standards
TECHNEDs LLP, a leading technology investment firm, has entered into a new investment partnership with ReTell, the company that’s been developing call recording solutions for over 30 years.
Ian Taylor · 31 Aug 2018
Top 5 Benefits of AI-Powered Customer Service
The millennial generation has made brands re-think their strategies and welcome the new era of customer service.
Ian Taylor · 31 Aug 2018
NICE Launches Proactive Fraudster Exposure Solution
NICE has unveiled an innovative, new Proactive Fraudster Exposure capability in its NICE Real-Time Authentication (RTA) solution that empowers contact centres.
Ian Taylor · 31 Aug 2018
Tungsten Network Selects NewVoiceMedia as Contact Centre Partner
NewVoiceMedia announced today that Tungsten Network has selected its NVM Platform to better serve its global customer base.
Ian Taylor · 30 Aug 2018
CGS Finds Optimal Customer Service Requires Blended Experience
CGS has announced the findings from its 2018 Global Consumer Customer Service Report of more than 500 U.S. and U.K. individuals.
Ian Taylor · 29 Aug 2018
Red Box Announces Voice Data Controller on Salesforce AppExchange
Red Box has announced it has launched Voice Data Controller on the Salesforce AppExchange, empowering businesses to connect with their customers, partners and employees in entirely new ways.
Ian Taylor · 24 Aug 2018
Realising the Power of Contact Centre and CRM with AMC technology
AMC Technology, the contact centre and communication CRM specialists, tell us about their unique proposition in the industry.
Ian Taylor · 23 Aug 2018
Changing Channels: The New Revolution in Business Communication
It’s not just our personal communications that have gone mobile, private and business communications are converging as well. Robert Vis of MessageBirdc onsiders omni-channel.
Ian Taylor · 16 Aug 2018
Could Robots Make your Humans More Engaged?
Chris Cox, product innovation lead at KCOM considers what automation can do for your human workforce.
Ian Taylor · 15 Aug 2018
UC, Chatbots & Simplified Patient Comms: The Keys to Better Healthcare
Of all the areas currently undergoing a digital transformation, healthcare stands alone in its need for the absolute personalisation of communication and the highest levels of security.
Ian Taylor · 3 Aug 2018
Deep Dive - "Contact Centre 2.0: The Rise of Collaborative Contact Centres"
UC Today examine the Altimeter Report commissioned by RingCentral which examines the changes digital transformation is enabling in the customer contact centre.
Ian Taylor · 31 Jul 2018
Five9 Expands Strategic Partnership with Fuze
Five9, a leading provider of cloud contact centre, has announced the expanded partnership with Fuze, cloud communications platform provider for the modern global enterprise.
Ian Taylor · 27 Jul 2018
Culture was Key for My Five9 Move - Rowan Trollope
UC Today speak to Five9 CEO Rowan Trollope on his big move from Cisco's collaboration division to the world of contact centre.
Ian Taylor · 27 Jul 2018
Twilio Announces New Integration with Google Cloud Contact Center AI
Twilio has announced that the company has collaborated with Google Cloud to integrate Contact Center AI into Twilio Flex, the first fully programmable cloud contact centre platform.
Ian Taylor · 25 Jul 2018
Video Roundup: Customer Contact Week 2018
A special video roundup of Customer Contact Week 2018 from the team at UC Today.
Ian Taylor · 25 Jul 2018
Node4 Adds Call Reporting & Analytics to Workplace Experiences Platform
Node4, the Cloud, Data Centre and Communications solutions provider, has announced availability of a new Call Reporting & Analytics service for its Cisco HCS-based Workspace Experiences solution.
Ian Taylor · 23 Jul 2018
ResDiary and Oak Innovation Partner to Telephony Enable Restaurant Reservations
ResConnect is a clever piece of middleware that enables restaurants to bring their data alive through telephony integration.
Ian Taylor · 20 Jul 2018
A Huge Range of Contact Opportunities: How do Customers Deal with This?
It used to be simple: when we wanted to contact a company, we sent them an email or phoned them. These days, it is rather more complicated.
Ian Taylor · 20 Jul 2018
Catching Up with Avaya at Customer Contact Week
During Customer Contact Week (CCW) in Las Vegas, we had a chance to sit down with Avaya's VP of Product Marketing, Karen Hardy.
Ian Taylor · 18 Jul 2018
10 Tips for Slicker Call Handling and Improved Customer Experience
In today’s world of social media, smartphones, tablets, touchscreens and Smart TVs is it any wonder that as customers we have all become more fickle, more sensitive and demanding?
Ian Taylor · 12 Jul 2018
Tollring Demonstrates Firm Channel Commitment with New Strategic Hires
Software developer Tollring has recently been hiring to provide additional resource for strategic partner enablement.
Ian Taylor · 6 Jul 2018
Akixi: Big Data, Advanced Reporting & Omnichannel - Future of Analytics
We hear from hosted call management and call analytics experts, Akixi, and look ahead to the future of analytics.
Ian Taylor · 4 Jul 2018
Calabrio Expands Omnichannel Data Capture & Analysis
Calabrio, a leading provider of customer engagement and analytics software, has this week released a new version of Calabrio ONE.
Ian Taylor · 29 Jun 2018
Call Centres Must Find Sweet Spot Between Technology and Human Touch
New research from Shared Services Connected Ltd (SSCL) has found that ‘human touch’ remains crucial to delivering satisfaction to contact centre customers.
Ian Taylor · 29 Jun 2018
New WFO Suite for Avaya CC Advances Customer Engagement & Privacy
Avaya has this week introduced a new version of the Avaya Workforce Optimization suite, which improves service quality, operational and employee productivity and data privacy.
Ian Taylor · 20 Jun 2018
Customer Contact Week Celebrates CX Success
UC Today attended Customer Contact Week 2018 to bring you all the latest news and updates from the world's biggest customer focused event.
Ian Taylor · 20 Jun 2018
Fortifying Your Contact Centre with NICE Real-Time Authentication
Keeping customers safe from threats without wasting their valuable time should be the number one priority for any modern contact centre.
Ian Taylor · 18 Jun 2018
Does Duplex Prove that AI is Becoming the New Normal for Customer Service?
During its annual I/O conference, Google hit the headlines with a new tool called Duplex. In case you missed it, Duplex is a virtual assistant that uses artificial intelligence to call people up and interact with them.
Ian Taylor · 15 Jun 2018
NewVoiceMedia Wins 2018 Cloud Computing Product of the Year Award
The award honours vendors with the most innovative, useful and beneficial cloud products and services.
Ian Taylor · 14 Jun 2018
Pindrop Survey: Business Use of Voice Technology to Triple in Next 12 Months
85 percent of businesses surveyed will use voice technology – such as Amazon’s Alexa or Microsoft’s Cortana voice-activated assistants - to communicate with customers within the next year.
Ian Taylor · 14 Jun 2018
GDPR - One Month On - the Opportunity to Win Real Customers & Keep Them
There has been a lot of panic sweeping through the IT departments of larger companies where the pressure from Marketing, Legal and the board must have been intense.
Ian Taylor · 14 Jun 2018
NewVoiceMedia Finds Sales People are Failing to Provide Emotive Experiences
New research from NewVoiceMedia reveals that less than half of UK sales professionals made a personal or emotional connection with the majority of their prospects.
Ian Taylor · 11 Jun 2018
Humanising Technology – the Changing Landscape of CX
Humanising tech and understanding the importance of emotional intelligence is vital to maintaining a good rapport with your customers, however many industries are still unaware of this.
Ian Taylor · 11 Jun 2018
Businesses Are Investing in Tech to Improve CX but Falling Short
A new Mitel survey of 5,000 adults from the UK, France, Germany, the United States, and Australia indicates a measurable disconnect on CX.
Ian Taylor · 6 Jun 2018