Getting Your Contact Centre Prepared for Change in 2020

Business Systems (UK) Ltd’s Scott Budding takes a look at four key transformation drivers your contact centre needs to prepare for… Continue reading Getting Your Contact Centre Prepared for Change in 2020 →

Human connection combined with bots – the best presence brands can give customers this holiday season

Matt Matsui, Chief Product Officer at Calabrio, explains that brands can build customer loyalty during this festive period by making customers feel important, heard and connected. And they can achieve that with a data-informed omnichannel experience, rather than relying too heavily on bots… Continue reading Human connection combined with bots – the best presence brands can give customers this holiday season →

Rapid change in the contact industry may seem overwhelming but a great place to start 2020 is with people, partners and technology. That’s the message from Thomas Rødseth as we welcome in a new decade… Continue reading Puzzel’s Top 3 Predictions for Contact Centres in 2020 →

Twilio, the leading cloud communications platform announced the addition of Verified SMS to the Twilio platform, making it possible for the customers that rely on Twilio to send authenticated and branded SMS. With Twilio, the complexity of authentication across channels is abstracted away, helping to future-proof businesses for a new era of communication where trust is a prerequisite for customer engagement. Continue reading Twilio Enables Businesses to Send Verified, Branded SMS so Consumers Can Trust the Authenticity of the Content They Receive →

Verint® announced it has been ranked among the top Intelligent Assistant (IA) solution vendors in Opus Research’s 2019 “Decision Makers’ Guide to Enterprise Intelligent Assistants.” The report is the most comprehensive assessment of today’s leading providers in natural language processing, machine learning, Artificial Intelligence (AI), and analytics that power automated virtual agents and digital self-service solutions. Continue reading Verint Intelligent Virtual Assistant Solution Receives Highest Ratings from Opus Research for Third Consecutive Year →

AudioCodes, a leading vendor of advanced voice networking and media processing solutions for the digital workplace, today announced that it has expanded its collaboration with Amazon Web Services (AWS) to allow customers to benefit from advanced phone call analytics such as transcription and sentiment analysis from AWS. Continue reading AudioCodes Expands Collaboration with AWS and Amazon Chime to Enable Business Phone Call Analytics →