Features | Comms Business | Page 2

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

Read

“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

Read

Creating the next generation of super-agents

Jonathan Maher, enterprise cloud sales leader for Europe at Avaya, explains why employees are an organisation’s secret weapon. Experiences, and th

Read

Keeping it real: customer experience in the Covid era

Martin Taylor, deputy CEO and co-founder of Content Guru, discusses how the ongoing coronavirus pandemic has changed the customer experience. Custo

Read

Why should agent engagement be a priority?

Joe Pratten, hosted sales specialist at Gamma, explains why it’s more vital than ever to keep remote contact centre agents engaged and motivated to de

Read

“It’s not just about answering calls. It’s about making sure you don’t lose a customer.”

Simon Horton, vice president of sales at Sangoma Europe, talked to Comms Business about the importance of the employee experience and the role the cha

Read

Evolving customer propositions

Snehal Bhudia, propositions director at BT Enterprise, spoke to Comms Business about how the company approaches evolving its products and services.

Read

Expanding your network footprint

CityFibre is supporting carrier and national aggregator partners in the delivery of full fibre solutions. Comms Business spoke to Martin Pedler, head

Read

How can we help you?

In-person customer interactions have been limited this year, so call and contact centres are in the spotlight. Comms Business finds out the state of t

Read

Three ways to redefine customer commitment post-pandemic

Rodolpho Cardenuto, president, applications group at Vonage, examines the ways businesses can redefine their customer relationships. Back in 1936,

Read

Serving the everything customer

Natalie Keightley, senior director of solutions marketing at Avaya, examines how brands can deliver the feel-good customer experiences that matter.

Read

“No organisation can amplify CX without making customer engagement convenient.”

Koby Amedume, EMEA marketing director at NICE InContact, spoke to Comms Business about why CX is amplified in 2020, and how the company’s R&D helps ma

Read

Learning through adversity: how Covid-19 reprogrammed the role of AI

Martin Taylor, deputy CEO at Content Guru, discusses how the events of 2020 have reshaped the contact centre. In the spring of 2020, reacting to th

Read

“Chances are you have talked to a chatbot and did not even know it.”

Simon Horton, vice president of sales at Sangoma Europe, spoke to Comms Business about how small and medium businesses are using contact centres and w

Read

“Remote working opens up the talent pool.”

Nigel Dunn, managing director EMEA North at Jabra, spoke to Comms Business how the contact centre is evolving, and what this means for the future.

Read

Security must be top priority for contact centres

Jon Dawson, chief revenue officer at Cirrus, discusses three ways that companies can balance compliance requirements to keep consumer data secure, whi

Read

How have resellers adapted to remote selling?

Jim Preston, VP EMEA Sales at Showpad, discusses what resellers can do to keep making sales in the current environment By now, most of us have adap

Read

A disruptive opportunity for resellers

Anthony Buxton, CEO at PromptVoice, discusses how Hosted on Hold is disrupting the Music on Hold market. It’s very rare that something truly disrup

Read

DaaS: the natural next step?

We all know how cloud-based UC technology has revolutionised our industry. Is Device as a Service (DaaS), the natural evolution for the channel? Comms

Read

Transformation, trust and transparency

Comms Business caught up with Roger Gooden, founding partner and CEO of the Medical Buying Group, to find out more about the new company. Roger Goo

Read