Semafone, the leading provider of data security and compliance solutions for contact centres, sees trouble ahead for companies which don’t have their cyber security in order – but also predicts that new regulations will have a positive impact on the market. CEO Tim Critchley, global solutions director, Ben Rafferty and head of information security, Shane Lewis, share their top five predictions for 2018. Continue reading Batten down the hatches – Semafone predicts new onslaught of cyber-attacks in 2018
Category Archives: Guest Post
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
3 Critical issues facing contact centres today and how to overcome them, the latest blog from Puzzel
Thomas Rødseth reviews Puzzel’s three most popular 2017 contact centre white papers… Continue reading 3 Critical issues facing contact centres today and how to overcome them, the latest blog from Puzzel
Call centres: time to take those innovation opportunities
By Rafael Cortes, head of marketing, Foehn… In the past, communications technology was IT’s domain. Something used by the call centre team but understood, managed and acquired by the technology manager alone. When it came to office-based hardware, specialist voice networks, maintenance and management, control still rested with the IT department. Continue reading Call centres: time to take those innovation opportunities
Customer Service within the Retail Sector via AI-Powered Chat
Instead of searching through a website or mobile app on their own, today’s consumers prefer to engage in conversation with AI-powered chat, whether that be in the form of chatbots or virtual assistants or messenger apps. Continue reading Customer Service within the Retail Sector via AI-Powered Chat
Downfall of the cloud
There’s no denying that there are potential advantages to choosing cloud storage for your business. However, not every cloud has a silver lining. In this article, Stephen Parker, founder and CEO of live chat provider Parker Software, dispels some common misconceptions about cloud-based storage and what disadvantages it poses when compared to a traditional on-premises model. Continue reading Downfall of the cloud