Contact Centre
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Evaluating NEVA – A True Differentiator for Modern Businesses?
The first ever virtual assistant for employees, NEVA by workforce solutions major NICE, hopes to take on daily workplace scenarios and make professional lives easier. More
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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. More
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How Disruptive is Amazon Connect?
Leading managed services company, Connect Managed Services spoke to us about their partnership with Amazon and the innovative Amazon Connect Service.
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Out Loud: UC Awards 2018 – The Customer is the Key with Five9
As part of our 2018 UC Awards we speak to award nominee Five9 about how their 2018 has developed and their plans for 2019.
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Masergy’s New Whitepaper Explores Contact Centre Trends
Masergy’s latest whitepaper explores how today’s contact centres measure and improve agent performance in the age of customer experience. More
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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. More
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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. More
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Avaya Cloud Contact Centre Review: Flexible CCaaS from Avaya
Avaya’s Cloud Contact Centre solutions are designed to deliver as-a-service functionality to companies in search of better customer experience strategies. More
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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. More
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Reading Between the Lines: Speech Analytics in the Contact Centre
As one of the most exciting and quickly-evolving trends in customer experience, speech analytics could be the next big thing for the contact centre. More
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Avaya Aura Contact Center Review: Omnichannel Contact Centre Support
Avaya’s Aura CC Elite contact centre gives companies a new way to enhance customer service through omnichannel connectivity. More
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Avaya Converges UC & CC Solutions at GITEX 2018
Avaya will demonstrate several industry-first platforms that unify UC and CC to drive holistic and impactful customer and employee experiences incorporating cutting-edge technologies. More
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Is TAPI Still Relevant in the Modern Age of UC?
Mondago have been working to help customers with TAPI for decades and so we wanted to find out if and how it is still being used today. More
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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. More
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Twilio Makes a Grab for Speech Analytics Specialist Ytica
Twilio, the leading cloud communications platform, today announced it has acquired Ytica. More
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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. More
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Exploring Avaya in Israel: Global Market Strategies
As the digital communication conversation continues to change worldwide, Avaya offers unique solutions to companies across the globe. More
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With a Little Help from Your Friends: The Rise of Collaboration in 2018
Pushed forward by the rise of remote working and Cloud technology, collaborative tools are quickly becoming an integral part of how we organise and engage in work. More
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West Review: Blending UC with CC
I caught up with Enda Kenneally, the VP of Sales for UCaaS at West’s EMEA branch, to discuss the most recent West portfolio. More
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Avaya Equinox Meetings Online Review: Taking Meetings to the Next Level
Avaya Equinox Meetings Online is Avaya’s approach to simplifying the video calling and conferencing experience for businesses of any size. More
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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. More
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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. More
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Avaya Aura Communication Manager Review: Support for Stronger UC
The Avaya Aura Communication Manager platform helps to simplify the Unified Communication and Collaboration experience for companies. More
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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. More
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Kakapo Systems Unity Contact Center Review: Omni-channel for BroadSoft
Kakapo System’s award-winning Unity Contact Center simplifies omni-channel communications for small to mid-sized businesses. More
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Enabling Contact Centre Organisations Through a Compelling Agent Experience
In an era where customer experience (CX) is the last source of sustainable differentiation, having engaged frontline employees is key to delivering the best for your customers. More
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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? More
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Avaya Buyer’s Guide 2018
Everything you need to know about Avaya and the company’s competitive portfolio in Unified Communications. More
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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. More
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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. More
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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. More
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Out Loud: The Battle of Humans and AI with Talkdesk
Talkdesk join Patrick on the Out Loud podcast to examine AI and the Battle of ‘Human-less’ vs. ‘Less Humans’ in Customer Service. More
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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. More
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Ooma and Talkdesk Offer Best-in-Class Contact Centre Solutions
Ooma and Talkdesk recently announced that the Ooma Enterprise System will now integrate the Talkdesk contact centre platform into its business phone solutions. More
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Introducing OpenScape Contact Centre for Agile and Enterprise CC
The OpenScape Contact Centre or “CC” solution offers enhanced engagement solutions for companies looking to connect with their customers. More
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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. More
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Onwards and Upwards: The Rise of Cloud Communications
As more small businesses embrace the natural scalability of the Cloud, analysts have begun to scale their predictions up to match the rise in demand. More
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Exploring Vonage and The Success of Communication as a Service
Vonage is a company that recognises that the contact centre and communication space is ripe for both growth and disruption. More
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Why AI is Now Invaluable to the Contact Centre
In 2018, we’re focusing more than ever on the restructuring of the employee experience, with an omnichannel experience driven by social media, mobile communication, and even disruptive technology like IoT. More
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Introducing Kakapo Systems: The Apps that Make the Most of BroadSoft
We spoke to Steve Tutt, the Marketing Director for Kakapo Systems, to learn more about the company and what it offers to the contact centre environment. More
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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. More
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NICE inContact CXone Earns 4,000 New Seats from Top US Financial Company
A top-five US financial banking institution recently chose NICE inContact to help them power their omnichannel customer experience strategy. More
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Almost Human, Near Perfect – Why Google Contact Center AI is a Trail-Blazer
What makes Google’s AI-driven Contact Center a harbinger of the future? We explore, assess, and list why this could be a real differentiator. More
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Metaswitch Perimeta SBC Achieves Perfect 100 Net Promoter Score
Metaswitch has announced that 100 percent of Perimeta (SBC users surveyed for the Customer Satisfaction Report by the Eastern Management Group would recommend Perimeta to their peers. More
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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. More
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