Future-proofed remote working: a checklist for readying your contact centre

Lockdowns forced contact centres to switch to remote working overnight. While interim technology solutions may have met immediate needs, they aren’t necessarily the right fit for the long-term. Jeremy Payne, Group VP, Marketing and Alliances, Enghouse Interactive looks at how contact centres can future-proof their remote working strategy, with a checklist of the areas to focus on.
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Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

The results of new global research from Mitel® offer encouraging signs for CX and point to areas where IT decision-makers should prioritise improvements as they look beyond today’s challenging business environment. Continue reading Customer Experience Emerges as 2020 Bright Spot: Consumers See Positive Shift in Service and Signal Increasing Digital Engagement

Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Centre as a Service

Genesys®, the global leader in cloud customer experience and contact centre solutions, has been positioned by Gartner, Inc. as a Leader in the 2020 Magic Quadrant for Contact Centre as a Service1. The company placed highest overall for completeness of vision. Continue reading Genesys Named a Leader in the Gartner 2020 Magic Quadrant for Contact Centre as a Service

New Study Reveals Boost in Employee Productivity and Well-Being Among Companies That Foster a ‘Connected Culture’ in Work from Anywhere Environment

RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact centre solutions, released the findings of its Connected Culture Report, a new study that explores how remote work impacts employee productivity and well-being. Continue reading New Study Reveals Boost in Employee Productivity and Well-Being Among Companies That Foster a ‘Connected Culture’ in Work from Anywhere Environment

Avaya Cloud Office™ UCaaS Solution Introduced in Five Additional Markets

Avaya and RingCentral announced that Avaya Cloud Office™ by RingCentral®, the unified communications solution offering team messaging, video meetings, and cloud PBX is expanding availability to five of the largest economies in Europe in December – Austria, Belgium, Germany, Italy, and Spain. Continue reading Avaya Cloud Office™ UCaaS Solution Introduced in Five Additional Markets

LivePerson announces executive hires to further accelerate Conversational AI growth, scale, and partnerships

LivePerson, a global leader in Conversational AI, announced the hiring of Andrew Hamel as EVP, Operations and Emerging AI Businesses, to lead day-to-day operations with a focus on optimizing the company’s ability to grow and scale, and Shani Higgins as SVP, Global Partnerships, to lead LivePerson’s holistic partnership strategy. Continue reading LivePerson announces executive hires to further accelerate Conversational AI growth, scale, and partnerships