Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience

As WhatsApp potentially opens to business users in 2018, and numerous reports predict massive growth for messaging and rich media channels, IMImobile, looks at how brands will be embracing conversational commerce to build innovative customers journeys in 2018… Continue reading Embracing conversational commerce: How the rich media of RCS, OTT messaging, and WebRTC will change customer experience

Resilient plc selected by BT Group to bring call recording to its UK Inbound Contact portfolio

Resilient plc announced that it has been selected by BT to provide call recording services to customers of its non-geographic numbering services. The services are available to customers of BT’s UK Inbound Contact portfolio immediately. Continue reading Resilient plc selected by BT Group to bring call recording to its UK Inbound Contact portfolio

Research finds UK sales reps lose six weeks a year to admin tasks

New research from NewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology, reveals that sales professionals who use a CRM system are losing an average of six weeks a year completing manual administrative tasks that could be automated with the right computer telephony integration (CTI) investment. When applied over an entire inside sales team, this represents a productivity loss equivalent to nearly one and a half reps per year[1]. Continue reading Research finds UK sales reps lose six weeks a year to admin tasks