Companies Struggle to Meet Customer Expectations
The Digital Achievement Gap: Companies Struggle to Meet Customer Expectations The Zendesk Customer Experience Trends Report 2019 shows discrepancy between…
Contact Centre
Bertelsmann & Saham Launch CX Business ‘Majorel’
Bertelsmann and Saham’s customer experience business, “Majorel”, launched; bold statement of intent on future growth – Rebranding of former Arvato…
Stena Line Launch Smart Contact Centre Chatbot
Stena Line is in the process of launching the smartest chatbot into the ferry market. Stina will help make the…
Clarabridge Record Growth in the Contact Centre
Clarabridge Closes 2018 With Record Growth in the Contact Centre Award-winning Customer Experience Management Company Cites 800% Uptick in Contact…
What Role will Chatbots Play in Contact Centres in 2020?
Interesting times are ahead as contact centres cut through the jargon, dispel the myths and embrace new AI technology to…
Top UK Organisations for Customer Service Revealed
Top UK Organisations for Customer Service Revealed in UK’s Most Comprehensive Mystery Shopper Programme Northern Powergrid, Vitality Health and NS&I…
Traditional Channels Becoming a last resort for Consumers
Traditional communications channels are becoming a last resort for consumers, says Aspect Software Organisations that adapt to the generational shift…
Noetica Shortlisted for Blending Human & AI Award
Noetica Shortlisted for 2019 UK National Innovation Award for Blending Human and Artificial Intelligence Noetica – A British company, developing…
UC EXPO – 15-16 May 2019 – London – Register Now!
UC EXPO is the largest Unified Communications and Collaboration event in Europe. The two-day event encompasses the technologies that enable…
Inner Circle Guide AI & Chatbots in Contact Centres
The Inner Circle Guide to AI, Chatbots & Machine Learning in the contact centre “The Inner Circle Guide to AI,…
NICE inContact Highest Scores in Contact Centre Report
NICE inContact has received the highest scores in four of five use cases in Gartner’s Critical Capabilities Gartner’s latest report…
Market Report: Contact Centres and the Use of AI
Contact Babel has published its latest report entitled, “The Inner Circle Guide to AI, Chatbots and Machine Learning” looking at…
1 Week to Enter National Contact Centre Awards
1 Week Left to Enter UK National Contact Centre Awards 2019 – Nominate individuals, teams, and programmes for free on…
Enghouse Systems Acquires ProOpti AB
Acquisition of ProOpti AB expands Enghouse Interactive contact centre product portfolio Enghouse Systems Limited have announced today (14th February 2019)…
WFM Supports Engagement at OTTO Contact Centres
Workforce Management (WFM) technology from Teleopti supports employee engagement at online retailer OTTO Contact Centres Teleopti have announced that Germany’s…
Altitude Unveil App Marketplace: Xperience Hub
Altitude Software unveils its applications marketplace: Altitude Xperience Hub Altitude Software enables a fast and simple integration with its ecosystem…
How Can Service Providers Deliver More Contextual Options?
How can service providers deliver more contextual options for consumers? Patrick Joggerst, Executive Vice President and Chief Marketing Officer, Ribbon…
Ultracomms Answer Machine Detection European Patent
Contact centre technology specialist Ultracomms has been awarded a European patent for its pioneering answer machine detection technology, AMD+. AMD+…
What is a Single Customer View? Why Should You Care?
Imagine if, when you talked to a friend on the phone, you forgot everything you knew about them from your…