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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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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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