News Stories | Comms Business

Why contact centres must embrace the digital revolution

Koby Amedume, director at NICE inContact, explains how to drive customer loyalty in 2021. A lot has changed for contact centres in 2020. The signif

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“Managers need to be able to give hints without barging in.”

Simon Horton, vice president of sales at Sangoma Europe, talked to Comms Business about how management can support their teams using contact centre so

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Why omnichannel is the ultimate differentiator

Joe Pratten, hosted sales specialist at Gamma, explains how resellers can differentiate themselves by successfully delivering omnichannel. Even bef

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Click, deliver, repeat: Covid-19 and the subscription economy

Martin Taylor, deputy CEO and co-founder at Content Guru, discusses how companies can succeed in this new subscription economy. Even before Covid-1

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Making the most of AI in the future customer experience centre

Natalie Keightley, senior director of solutions marketing at Avaya, discusses how artificial intelligence can optimise the customer experience. The

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“Being agile is critical in turbulent times.”

Nigel Dunn, managing director, Jabra EMEA North, spoke to Comms Business about how the company has supported its partners through this unprecedented y

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“Businesses have accelerated their digital transformation at an unprecedented pace.”

Adam Wilson, regional channel manager for EMEA at Vonage, spoke to Comms Business about the key differentiators in customer experience, shifting custo

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ResponseTap appoints new VP of sales

Call tracking technology provider ResponseTap has appointed Paul Wood (pictured) as its vice president of sales. This comes at a time when the company

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“The main home worker frustrations are poor communication quality, environmental distractions and comfort.”

Nigel Dunn, managing director at Jabra EMEA North, talks about solving the employee productivity challenge. CBM: What can be done to aid productivi

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“The digital age has transformed the way customers interact with brands.”

NICE inContact has been positioned the highest overall for its ability to execute in a new Gartner Magic Quadrant for Contact Center as a Service (CCa

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The mergence of unified comms and contact centres

Shaan Sood, European marketing manager at Sangoma, discusses why these two solutions should be a basic requirement for every business. Before discu

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Building a powerful remote contact centre

Mat Cornish, EU director enterprise cloud, Avaya, discusses the technologies that can empower remote contact centre agents to deliver excellent custom

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Rewarding excellence: The benefits of delivering great customer experiences

Adam Wilson, regional channel manager for EMEA at Vonage, explains why outstanding customer experience hinges on the entire customer journey. Custo

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The legacy battle is lost – but the investment is not

Andrew Tucker, success manager at Cirrus explains how to deliver true flexibility in an unpredictable environment. Lockdown in the spring was the b

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Customer service in times of uncertainty

Martin Taylor, deputy CEO & co-founder of Content Guru, explains how today’s retailers can prepare for Black Friday. 2020 has no doubt been a tumul

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AudPro and MyPhones team up

MyPhones and AudPro have announced a new partnership for clients to sell and onboard music on hold services. The move will see MyPhones’ customers bei

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New Gartner Magic Quadrant spotlights contact centre solutions

Gartner has published a new Magic Quadrant for Contact Center as a Service (CCaaS). The report evaluated CCaaS providers that can serve customers arou

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“Technology decisions must be aligned with the changing work landscape.”

Nigel Dunn, managing director for EMEA North at Jabra, talks to Comms Business about the trends and opportunities on the horizon. Comms Business Ma

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Remote working is here to stay; and not just for office workers

Rodolpho Cardenuto, president, applications group at Vonage, examines why organisations of all types and sizes need to wake up to a remote working fut

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“Creating differentiation and value requires more than checking the box.”

A new NICE inContact global research study has detailed the growing role of digital-first omnichannel experiences in fostering customer loyalty and ad

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