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UCaaS Archives - Formation - Creative Technology Solutions
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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,...

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...

Industry chatter has been particularly loud around Avaya and Mitel this week after the Wall Street Journal announced that Mitel is making a bid for the rival UC giant. Earlier this month, we revealed that multiple bids were imminent for Avaya, with companies like Searchlight Capital Partners (Mitel’s venture...

I’m one of those sad Technology Journalists that gets excited when a new term pops up in the industry. So, when Mike Wheadon, Business Development Director at Formation Tech, suggested we had a chat around OptiChannel contact centres, I bit his hand off. My first question...

Is anything in tech sexier than blockchain right now? Probably not. Everyone’s interested in distributed ledgers and their potential to reinvent money, share ownership and tuna fishing (seriously, Google it). In fact, at the end of last year, analyst Gartner said blockchain had been the most searched-for...