Category Archives: Uncategorized

Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centres in the cloud

Cloud computing is here to stay and cloud providers are quick to quote the benefits of this new phenomenon including minimal upfront expenditure, payment per month, scalability plus application management including software and platform upgrades dealt with remotely. However, many in the contact centre world see mainly the negatives and cite seven common myths as reasons not to migrate to Contact Centre as a Service (CCaaS) with a cloud-based contact centre solution. So let’s take a look at those myths so you can make a more informed decision about the benefits of CCaaS.  Continue reading Contact Centre as a Service: The Seven most popular myths about Cloud Contact Centres Dispelled

Vital Statistics for Customer Engagement in 2014

A good customer engagement strategy is well respected, but we don’t always give enough recognition to the individuals who deliver it. @DaviesHickman inspires clients to leverage consumer behaviours, customer data, communication technologies and employee capabilities for customer engagement. Davies Hickman presented Consumer Trends for 2014 at NCED13 in Birmingham.  Continue reading Vital Statistics for Customer Engagement in 2014

Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft

Jaspersoft, the Intelligence Inside applications and business processes announced that Clockwork Solutions LLC, a global leader in predictive analytics solutions for Enterprise Asset Management (EAM), has successfully deployed Jaspersoft as the reporting engine for its solution. Clockwork Solutions is now able to provide key insights on tens of terabytes of asset data.  Continue reading Clockwork Solutions Provides Predictive Big Data Insights on Asset Performance with Jaspersoft

14 tips for 2014 to make web chat work

2014 will be the year that we see web chat really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14 top tips to implement a successful web chat policy. These tips were compiled from a webinar hosted by Genesys where 256 attendees discussed the value of web chat and the ways to make it work.  Continue reading 14 tips for 2014 to make web chat work