AI and the Contact Centre
Posted on 02/12/2019
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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Most Popular Call & Contact Centres News Stories
Exertis is the New Name for Micro-P 
Masergy wins Cisco Webex Contact Centre Award 
Coms furthers their ambition with Redstone acquisition 
Sabio Secures Investment 
Direct Response Completes Triple Acquisition 
Sabio acquires Spanish WFO provider Callware 
Leeds City Council selects Sabio for real-time customer sati... 
Nuance adds Intelligent Engagement Services to platform 
Cirrus partners with Semafone to add Link Pay + 
Enghouse Releases Latest Version of Cloud Contact Centre Pla... 
Verint Extends Collaboration with BT 
Sabio Deploy Avaya in Southwark Council 
Widespread Dissatisfaction with Service at UK Contact Centre... 
Avaya Renews Channel Partner Program 
Avaya upgrades IX Contact Center portfolio 
On Hold For Seven Years 
IT Sonix Acquires New Customers 
Approaching Customer Service in Contact Centres, Avaya 
Fusion Coventry Appoints New Head 
NewVoiceMedia and Twilio Partner
8×8 targets public sector through new MLL Telecom relationship
Posted on 08/11/2019
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
Posted on 16/10/2019
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 +
Posted on 10/10/2019
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
Posted on 24/09/2019
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
Posted on 16/09/2019
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
Posted on 16/09/2019
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
Posted on 12/08/2019
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
Posted on 29/07/2019
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
Posted on 01/07/2019
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
Posted on 11/06/2019
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
Posted on 04/06/2019
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
Posted on 13/05/2019
On a recent episode of Comms Business Live David Dungay was joined by three industry analysts Dave Michels, Principal Analyst at Talking Pointz, Zeus…
Top Story
Genesys appoints Bates to CEO position
Posted on 07/05/2019
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?
Posted on 11/03/2019
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
Posted on 11/03/2019
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
Posted on 11/03/2019
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
Posted on 18/02/2019
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
Posted on 18/02/2019
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
Posted on 08/02/2019
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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