Call & Contact Centres | Comms Business

Content Guru strengthens agent experience with Verint

Cloud contact centre pioneer Content Guru has strengthened its successful relationship with Verint by becoming a Verified Interactions and Workforce M

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UK companies face boycotts for poor service

Research reveals over half (56%) of Brits would stop shopping with a brand if they experienced slow customer service. That is according to 8x8, which

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Comms Business Live – B2B influencers talk CX, UC and AI

On a recent episode of Comms Business Live David Dungay was joined by three industry analysts Dave Michels, Principal Analyst at Talking Pointz, Zeus…

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Genesys appoints Bates to CEO position

Genesys has appointed Tony Bates as its new chief executive officer. Bates succeeds Paul Segre, who will continue with Genesys as chairman of the comp

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CX and contact centres: what will change in 2019?

In 2018 it was predicted that voice would soon be dead and that the only sounds heard in contact centres would be keyboards – or chatbots controlling

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Avaya launches Customer Experience Centre

Avaya has announced the opening of its new Customer Experience Centre (CEC) in Guildford. Built in collaboration with Avaya partners, Avaya has invest

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Nimans adds SC100 UC headsets to the portfolio

Nimans has added two of Sennheiser’s latest headsets to its product portfolio. The SC100 series comprises the SC 135 (single-sided) and SC 165 (double

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UK Customer Service Lags Behind Global Markets says Avaya

Avaya’s Latest Research Into Consumer Demand for Customer Experience Reveals Growing Appetite For AI-Powered Chatbots, Voice Analytics and Video Chat

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Traditional communications channels are becoming a last resort

For many years, telephone has been the dominant means through which organisations communicate with their customers. However, according to Aspect Softw

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8×8 enhances X-Series

8x8 has introduced a series of new capabilities to 8x8 X Series, 8x8’s cloud-based technology platform for business communications and contact centre.

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WhatsApp continues to penetrate business market

More than a fifth (21%) of customer contact employees say that their organisation currently uses WhatsApp when contacting customers today. That’s acco

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Sabio acquires Spanish WFO provider Callware

The Sabio Group has announced the acquisition of Callware, a Spanish provider of Workforce Optimisation (WFO), Unified Communications and Cloud contac

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Providing Customer Service Excellence

Comms Business Magazine talks to contact centre suppliers about the roles of customer services excellence and how it fits in to the overall digital tr

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Ventrica enters Sunday Times Fast Track 100 for the first time

Outsourced customer contact centre Ventrica based in Southend-on-Sea has entered The Sunday Times Virgin Atlantic Fast Track 100 (2018) for the first

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QPC now offering Genesys PureCloud

QPC UK has signed an agreement to resell and deploy the Genesys PureCloud platform. A cloud offering, PureCloud is built for rapid innovation to help

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8×8 enters agreement with Workair

8x8 has announced the official partnership between its UK subsidiary and Workair, a premium cloud provider in Ireland. Workair brings enterprise-g

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BNS Distribution and JPL Telecom Announce Distribution Partnership

BNS Distribution Ltd and JPL Telecom Limited have announced a distribution partnership. Under this partnership JPL Telecom’s headsets will be availabl

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Vonage Announces Purchase of NewWorldMedia

Vonage has entered into an agreement to acquire privately-held NewVoiceMedia, the cloud Contact Centre-as-a-Service (CCaaS) provider, for an equity p

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Vonage to acquire NewVoiceMedia for $350m

Vonage is currently in talks to acquire NewVoiceMedia, cloud Contact Center-as-a-Service (CCaaS) provider, for $350 million.

The acquisition…

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Kanoo selects Splicecom for contact centre

Kanoo Travel, a division of Yusuf bin Ahmed Kanoo Group (YBA Kanoo Group) has awarded the contract for a Splicecom cloud based contact centre solution

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