Practical thinking on customer experience, AI, analytics and the channel, plus the latest TelXL product and partner news.
Ask most contact centre leaders whether they're "AI ready" and they'll point to a checklist somewhere: cloud infrastructure ticked off, ...
Most partners selling contact centre technology follow the same pattern by heart: you win the deal, you configure the platform, you invoice ...
Ask a reseller how many vendors sit behind their contact centre proposition and the honest answer is rarely one. A CCaaS platform from one ...
Artificial intelligence may sound like a phrase from a Sci-Fi film, but this is a technology that is becoming more accessible to almost ...
Over the last three to four years, Microsoft has developed its internet-based phone system at pace, delivering capabilities that challenge ...
Thinking about the types of businesses that run contact centres, you might not immediately think of an SME. While it’s true that the ...
We are well on the path towards digital-first interactions. The speed of advancement in both business and consumer technology means that ...
Our national analogue PSTN and ISDN networks will no longer be around from 2025 as the UK moves to a fully digital network infrastructure. ...
It is clear that the challenges of COVID and the emergence of new technologies, at record speeds, particularly in the communication and ...
Microsoft Teams first came on to the scene as recently as 2016 after a company hackathon. Subsequently, growth has been astronomical, not ...
Product updates, partner opportunities and CX thinking, roughly once a month.
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