Call & Contact Centres | Comms Business
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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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Red Box Announces Voice Data Controller on Salesforce

Red Box has announced it has launched Voice Data Controller on the Salesforce AppExchange, empowering businesses to connect with their customers, part

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RingCentral utilises AI in the Contact Centre with Google

RingCentral will integrate with Google Cloud’s new Contact Center AI, a solution that combines multiple AI products to improve the customer service ex

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Tollring demonstrates firm channel commitment with new strategic hires

Tollring demonstrates firm channel commitment with new strategic hires Uxbridge, UK – 5 July 2018: Software developer Tollring, specialising in te

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AI, Chatbots and Automation to Change Contact Centre Over Next 12 Months

Artificial intelligence, chatbots and automation are the trends that will experience the greatest growth in customer experience over the next 12 month

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VIA Invests in S4B Contact Centre Offering

Demand for a Skype for Business Contact Centre solution has led Nottingham-based VIA to further invest in its contact centre offering. Last year, V

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NewVoiceMedia Recognised as Fast Growing Company

NewVoiceMedia has been recognised in the 2018 Inc. 5000 list of fastest-growing private companies in Europe. The 2018 Inc. 5000 Europe list serves

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Content Guru Partners UKCCF

Comprising six regional user groups, the UKCCF provides a platform for call centre and customer service professionals to meet and share ideas at a loc

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