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Traditionally, Contact Centre vendors have built their empires on the back of tech that underpins the modern contact centre. Is it now time to re-think the concept entirely? One of the most dramatic – and surprising – ways digital technology has changed society can be seen...

Everyone is excited about artificial intelligence. But right now its benefits are seen only by the very largest organisations. The good news is that off-the-shelf tools are coming…In the 1984 film The Terminator, James Cameron imagined a world in which intelligent machines ruled the world....

Right now, within a mile of where you’re sitting, a consultant is selling someone a ‘digital transformation’ project. In many ways it’s an easy sell. Digital’s good - no one wants to be analogue. And change is always positive. Right…?Unfortunately, like most snake-oil selling, it’s...

Unified communications tools give people more freedom at work. They can decide their hours. Even their location. But which people? Until recently UC powered self-determination was only for those near the top. No longer...

Are your average call handling times going up?If so, congratulations. This could be great news. Seriously!Let’s explain. Historically, customer service experts have held up low average call handling (ACH) as the best indicator of an effective call centre operation. The shorter the call, the better...

Private equity is preparing a bid for Avaya. Or it’s not. The news changes from week to week. Either way, the speculation shows that investors’ sense that Avaya is undervalued. Here’s why.12 years ago two private equity companies bought Avaya. That didn’t end well. It...

Henry Ford said: “If you always do what you’ve always done, you’ll always get what you’ve always got.” He could have been talking about smart working. Today’s UC tools make it easy to reinvent your workplace – but only if you have the courage to...

How do you go from ‘all the channels all the time’ to ‘right channel, right time’? In the final post of a three-part series, we look at the technologies and business models you need to make optichannel a reality.Customers have multiple options for ‘talking’ to...