Call & Contact Centres | Comms Business

Lifesize offers free licenses to businesses

Lifesize has announced today that all organizations impacted by Coronavirus (COVID-19) worldwide are immediately eligible for an unlimited number of f

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Content Guru kicks off US expansion plan

Content Guru is expanding in the US with the appointment of a new senior hire and an enhanced global partner program designed to offer a complete rang

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Lifesize merges with CCaaS provider Serenova

Lifesize and Serenova, a contact centre-as-a-service (CCaaS) provider, today announced a merger, creating a contact centre communications and workplac

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Genesys improves Employee Experience engine with nGUVU acquisition

Genesys has acquired its long-standing partner nGUVU to add gamification to its workforce engagement management (WEM) suite. Based in Montreal, Canada

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8×8 announces EveryCloud partnership

8x8 has announced its expansion into the South West of England with cloud communications consultancy, EveryCloud. This continued partnership will n

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Genesys renames service Genesys Cloud

Genesys is changing the name of its flagship software as a service (SaaS) offering, PureCloud, to Genesys Cloud. This shift reflects the evolution of

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Enghouse expands French presence with Eptica S.A.

Enghouse Systems Limited has announced it has acquired Eptica S.A. which is based in the Paris suburb of Boulogne, France. With trailing annual rev

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Over half of the workforce is ready for AI says Genesys

More than half (57%) of UK companies are confident their staff is prepared for an artificial intelligence (AI) enabled workspace according to new rese

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2020 – A big year for Customer Experience

In the recent episode of Comms Business Live David Dungay was joined by Martin Taylor, Deputy CEO of ContentGuru and Matthew Dyer, Go-To-Market specia

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AI and the Contact Centre

The Contact Centre is going through a huge transformation right now as consumer demands and expectations on how they interact with businesses have nev

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8×8 targets public sector through new MLL Telecom relationship

8x8 has announced a new relationship with network solution provider MLL Telecom. MLL Telecom designs and manages reliable and secure networks for a

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Masergy wins Cisco Webex Contact Centre Award

Masergy has won the #1 Global Webex Contact Centre Users Award, at the Cisco Contact Centre Summit 2019 held in Florida. Masergy was honoured among

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Cirrus partners with Semafone to add Link Pay +

Cirrus is adding Cirrus Link Pay + to its expanding portfolio of integrated solutions, to enable Payment Card Industry Data Security Standard (PCI DSS

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Avaya upgrades IX Contact Center portfolio

Avaya today unveiled the latest advancements to its Avaya IX Contact Center portfolio, offering new capabilities that enable valuable, intelligent exp

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Omni-Channel: the gateway drug to AI

Content Guru has had a blistering three years of 30 per cent year-on-year growth and a headcount which has grown 42 per cent, just last year, to nearl

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Nuance adds Intelligent Engagement Services to platform

Nuance Communications has announced the Nuance Intelligent Engagement Platform will expand its open, cloud-agnostic framework, adding new Intelligent

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IPI wins a place on Network Services 2 (NS2) Framework

IPI has been awarded a place on the Crown Commercial Service (CCS) coveted Network Services 2 (NS2) Framework. IPI was one of a selection of SMEs to b

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Leeds City Council selects Sabio for real-time customer satisfaction survey solution

Leeds City Council has selected Sabio to provide an innovative real-time customer satisfaction surveying solution to support the council’s Voice of th

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The Chatbot Challenge

Given that Gartner is expecting businesses to be capturing 85% of customer contact using artificial intelligence (AI) by 2020, it is reasonable to thi

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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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