Contact Centre
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Crank Up Contact Centre Performance with Serenova
Serenova partners with Clearview to deliver a new performance management, agent engagement, and gamification solution for the contact centre. More
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Out Loud at the PeterConnects Roadshow
On Out Loud we hear from PeterConnects CEO, Lucas de Clercq during the London leg of their European roadshow.
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AI in The Contact Centre: 5 Ways Bots Can Boost Business Performance
In the search for the ultimate customer experience, contact centres are constantly turning to new and disruptive technology. Here’s how AI could play its part. More
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Speech Technologies 101: Getting Creative with Communication
Speech is still one of the most important methods of communication in the world. The question is, how can you make the most of it? More
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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. More
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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. More
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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. More
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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. More
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Arco Launch New Customer Engagement Centre with RingCentral Support
Arco, the UK’s leading safety company recently announced their decision to work with RingCentral on their new customer engagement centre More
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Migrating your Business to Cloud-Based Call Analytics
What makes analytics so important for today’s call centres, and why should you be looking for solutions in the cloud? More
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Analytics, Compliance, and Experience in the Digital World
We speak to Tollring about their recent GDPR updates, and how they’re enhancing analytics and compliance for their partner base. More
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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. More
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The Congested UC Market and What to do About it
The best place to find out who is hot in the Unified Comms industry is where the vendors are themselves. More
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Out Loud: Big Week Ahead for Five9 at Customer Contact Week 2018
UC Today’s Out Loud brings you a preview of the 2018 CCW event which takes place in Las Vegas from the 18th of June. More
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Call Recording & GDPR: Staying on the Right Side of the New Regulations
Governed by an interlocking web of data protection and privacy laws, what you can and cannot record, and what you can do with the recordings, depends on various factors such as what industry you are operating in and more. More
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Out Loud: Virsae Ask – Is Your UC Inefficient?
Jay Byford is the special guest on today’s Out Loud where he reveals some of the findings from Virsae’s latest research and analysis.
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Red Box Recorders Talk Integration with Salesforce & Next-Level Transcription
We speak to Red Box Recorders about their latest transcription features, the underlying API architecture, and their collaboration with Salesforce. More
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Call Analytics Series – Technology Track 2018
If you need to know about the technology, who’s in the market and what the benefits are for your Enterprise, you need the latest Technology Track for June – Call Analytics. More
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70% of Consumers Think Bots are Acceptable in Customer Service
Over two-thirds (70%) of consumers think the use of bots programmed to respond like agents is acceptable in customer service, reveals a new report, ‘Customer engagement – the road to 2020’. More
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Out Loud: Avaya Driving Transformation With Loyalty2gether
This episode of Out Loud brings you all of the details from Avaya on their latest promotion Loyalty2gether.
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New Avaya IP Office “One App for Unified Communications” Now Available Globally
Avaya today announced that the new Avaya IP Office release is now available globally. More
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Giving Your Customers the Communication Solutions they Need
It’s getting complicated for sellers and resellers of business phone systems. Customer needs have rapidly changed over the past few years and are becoming more and more challenging. More
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Finding Value in the Voice of the Customer with NICE Satmetrix
Harnessing the voice of the customer and using role-specific insights to improve the performance of every individual agent is how NICE Satmetrix is revolutionising Customer Experience (CX) in the contact centre. More
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Why WebRTC Is Boosting the Contact Centre Experience
Gone are the days of the standard phone-based call centre. Communication in the contact centre is now more diverse than ever, with WebRTC. More
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Genesys Celebrates Success with Customer Experience and AI Routing
Genesys recently announced a new predictive routing capability to accelerate their already significant lead in the CX space. More
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Our Top 5 RingCentral Posts
UC Today’s Top 5 RingCentral Posts. More
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Avaya Readies Customers with GDPR Compliance Tools
Avaya, a leading global business communications company, has laid out guidance to help its customers achieve compliance now that the new EU privacy regulations are in effect. More
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UC Management Oversights Costing Millions say Virsae
Virsae’s analysis of calls detected millions of vector events relating to a range of glitches that left callers waiting for excessive amounts of time, hanging in silence, or routed them to the wrong destination. More
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Out Loud with Tollring ‘Tackling Toll Fraud Together’
Patrick is joined by Tollring, BT and Daisy Group to look at toll fraud and understand how businesses can try and reduce the risk from fraud. More
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Avaya Boast Equinox and Multi-Tenancy in IP Office Release 11
As communication in the digital world grows increasingly complex, companies of every shape and size are looking for reliable ways to simplify their connections. More
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Alison Hastings Appointed to Lead Avaya Channel in UK
Avaya has this week announced the appointment of Alison Hastings as UK Channel Lead. More
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Tollring Makes GDPR Compliance Easy for the Channel
Tollring releases new iteration of iCall Suite to facilitate GDPR compliance, which embeds security by design and will both enhance CX and add further value to channel propositions. More
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Genesys Speeds and Simplifies GDPR Compliance
Genesys has this week announced availability of a new API for its PureCloud platform that facilitates compliance with the new European Union (EU) General Data Protection Regulation (GDPR). More
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EXCLUSIVE: Cooking Up a CCaaS Strategy with West Corporation
UC Today landed an exclusive interview with West Corp about the future of contact centres and CCaaS. More
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Intelligent Reporting from IPCortex Creates Differentiation & Opportunity
IPCortex, the British communications software developer, has launched its new reporting tool, which delivers deep insight and unparalleled flexibility to businesses of all sizes. More
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Advantage Avaya at UC EXPO 2018
UC EXPO was the platform for Avaya to showcase their brand and we deep dive into the event from their perspective.
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NICE Announces AWFO 2.0 to Drive Employee Engagement
NICE announces the release of its NICE AWFO solution v2.0, that personalises performance development processes & activities including training and coaching to improve employee engagement. More
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Genesys PureCloud Expands Voice Options for Businesses in Ireland
Genesys extends its cloud-based customer experience (CX) capabilities to businesses in Ireland with its expanded voice telephony options for the Genesys PureCloud platform. More
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8×8 To Help Gettel Automotive Group Improve Engagement
Gettel Automotive Group, a top 100 Automotive News dealership, announced that they’ll be working with 8×8 to improve engagement. More
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Exploring NICE Contact Centre Compliance
As compliance in the contact centre grows more complex, NICE give us their exclusive tips on how to prepare for the road ahead. More
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The Rise and Rise of Messaging Apps in the Contact Centre
In the age of omnichannel customer experience, messaging apps have emerged as just one of the ways contact centres can differentiate themselves. More
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Five9 Spring Release 2018: Practical AI for the Contact Centre and More
Five9 have announced Spring Release 2018. This release includes major enhancements across the portfolio, including Five9 Genius and Engagement Workflow. More
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The Frightening Nature of Phone Fraud: Responding to Fraudscape 2018
Fraudscape 2018 revealed some worrying news about the state of phone fraud in the UK. What can your company do about this rising threat? More
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Introducing White-Labelled Virtual PBXs with Brightlink
Premier IP communications provider, Brightlink, recently announced their white-label solution allowing channel partners to tap into award-winning PBXs More
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NewVoiceMedia Named in FT 1000 list of Europe’s fastest-growing companies
NewVoiceMedia has been recognised as one of Europe’s fastest growing companies in the FT 1000, a ranking published by the Financial Times and Statista. More
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