West’s Unified Communications Services helps contact centres ‘go digital’ with new multichannel benchmarking tool

Contact centres can now find out how their ability to handle multichannel customer contact compares with their industry peers with the launch of West’s new contact centre benchmarking tool. The Contact Centre Health Check evaluates whether contact centres have the capability to handle digital interactions, which are expected to overtake voice in the contact centre by 2020. Continue reading West’s Unified Communications Services helps contact centres ‘go digital’ with new multichannel benchmarking tool

Moneypenny diversifies with new Live Chat service

Moneypenny, the UK’s leading outsourced communications provider, is further expanding its business with the launch of its new Live Chat service. Available 24/7 on either a fully outsourced basis, or as overflow support, the service enables customers to instantly converse with a real person using Live Chat software on Moneypenny clients’ websites as an alternative to a phone call. Continue reading Moneypenny diversifies with new Live Chat service

Brands failing to deliver on chat customer experience

Consumers increasingly want to use chat for customer service – but companies are failing to meet their changing expectations. Nearly three quarters (72%) of consumers say a good chat experience will make them more loyal – however only 15% say they are always happy with the service they receive. These are amongst the headline findings of the Eptica 2017 UK Chat Study, released today. Continue reading Brands failing to deliver on chat customer experience

Avaya’s Flagship Midmarket Platform Hits a New Milestone

Avaya announced that the Avaya IP Office Platform has reached a new milestone with 600,000 systems issued to businesses and organizations globally since the original launch. The milestone comes amidst growing demand for IP Office Cloud from markets around the world, and increasing hybrid sales as companies find greater flexibility to match their communications technologies with their business strategies. Continue reading Avaya’s Flagship Midmarket Platform Hits a New Milestone