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...
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...
Picture the scene, it's the end of a long summer and all over the UK, parents are busy driving their adult children back to university. They are all thinking the same thing: what happened to all the stuff? A generation ago, returning students struggled under the...
100 years ago, most companies hired electricity engineers. They had to: they owned their own dynamos and generators. Yet in just a few years electrical power had become a remotely-administered utility. What does this remind you of? ...
When psychologist Abraham Maslow outlined his ‘hierarchy of needs’ concept in 1954, the world was a very different place. Certainly the world of work. Maslow, as you may know, proposed that people are motivated by five fundamental types of need: physiological (shelter, food, sleep etc), safety,...
What does Microsoft have in store for S4B? Will Teams complement it? Or replace it? And can Microsoft ever be any good at UC? Here’s our verdict (clue: we like our own cloud option). To E5 or not to E5? Shakespeare didn’t say it. Not exactly. But...
When you gather the UK’s unified communications experts in one place, you have an unmissable opportunity to gain valuable insights. You can really take the temperature of the sector. After two hectic days at UC Expo in London ExCeL, Formation can tell you this about the market’s pre-eminent...
Avaya thinks artificial intelligence can transform the call centre. We believe it can power a smarter workplace. Come and visit us at UC Expo to find out how...
What’s human hacking? And vishing? And what’s the deal with Teams? Head to UC Expo in this month for the answers. This year's UC Expo show is so close you can almost touch it with your augmented reality data glove. For anyone in the European UC business, this is...
It’s 2011, and WebRTC (Web Real-Time Communication) is considered the communications technology of the year. Fast forward to the present day and WebRTC is being merrily trumpeted as the next-big-thing. So far, so ‘tech-hype-monster-never-takes-off’ snooze-fest. Like many ‘revolutionary’ technologies, WebRTC has been promising to up-end corporate communications for...
