All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity

Companies are now torn between preparing for a full return to the office at some point, and committing to large-scale remote work. And they’ve generally used examples of employees adopting healthier lifestyles or working longer hours to plead their case for or against – usually with work-life balance in mind. Continue reading All Work and No Play: Connecting the dots trends report – How the 9-5 model saps productivity

Enghouse Interactive’s flagship Contact Centre solution achieves certification under prestigious Microsoft Teams Programme

Enghouse Interactive has announced that its flagship contact centre solution, Communications Center (CC) has become one of the first to have passed certification testing under Microsoft Teams’ new certification program, Connected Contact Center. Continue reading Enghouse Interactive’s flagship Contact Centre solution achieves certification under prestigious Microsoft Teams Programme

NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels

NICE announced the results of a new survey amongst CX leaders. Findings confirm consumers favour the use of digital channels when interacting with service providers. Entitled ‘Customer Service Leadership in a New Reality,’ the new survey showcases the path CX leaders plan to take to drive agility into their contact centres to deliver on customer expectations. Continue reading NICE Survey Finds At Least 50 Percent or More of Interactions Being Handled Through Digital Channels

Enreach named by Frost & Sullivan as a European leader in Unified Communications as a Services (UCaaS)

Enreach, the fast-growing European unified communications group, has been named as one of the market leaders in a new Frost Radar focused on European hosted IP Telephony and Unified Communications as a Service (UCaaS). Enreach scores high on both its innovation and growth dimensions. Continue reading Enreach named by Frost & Sullivan as a European leader in Unified Communications as a Services (UCaaS)

8×8 New Release Delivers Work From Anywhere Insights and Improved Administrator and User Experience

8×8 announced new 8×8 Open Communications Platform™ enhancements, improving how organizations manage and use communications and collaboration. These new innovations are helping organizations accelerate digital workplace initiatives and optimize employee productivity and customer experiences from anywhere on any device. Continue reading 8×8 New Release Delivers Work From Anywhere Insights and Improved Administrator and User Experience

Lifesize Augments Cloud Contact Centre Capabilities and Application Integrations to Deliver Enriched Omnichannel Customer Experience

Lifesize, a global innovator of immersive enterprise communication solutions, announced a bevy of new features and integrations for the Lifesize CxEngage contact centre-as-a-service (CCaaS) platform. Ranging from conversational AI to reporting capabilities, these enhancements enable contact centre agents to be more effective in their work and result in more seamless omnichannel customer experiences. Continue reading Lifesize Augments Cloud Contact Centre Capabilities and Application Integrations to Deliver Enriched Omnichannel Customer Experience

Verint Announces Automation Solution to Improve Retail Banking Customer Experience

Verint® announced an integration of its Cloud branch workforce management solution, CloudCords™, with TimeTrade Scheduler to streamline online appointment scheduling in retail banking. TimeTrade Systems, Inc. is a leading provider of online intelligent appointment scheduling software. Continue reading Verint Announces Automation Solution to Improve Retail Banking Customer Experience