Why your contact centre cloud strategy should be built on cloud capabilities
Customer expectations have changed – dramatically. They want fast responses, personalised interactions, and seamless journeys across every channel. Yet many contact centres are still operating on legacy, siloed systems designed for a different era. Maintel’s and Mitel’s white paper, Why Your Contact Centre Cloud Strategy Is Best Built on Cloud Capabilities, explores why modernisation is no […]
Pure Protection in Focus: FCA market study raises regulatory expectations for 2026
The FCA launched its Market Study into the distribution of pure protection products in 2024, signalling a renewed and wide-ranging focus on fair value, commission structures, competition and how consumers access protection products. The study examines not only remuneration models but also routes to market and the tools insurers and intermediaries use to engage customers, including online […]
Absolute Intelligence – AI at Scale. Humans Where It Matters.
Absolute Intelligence delivers compliant customer engagement at scale by combining proprietary Conversational AI voice agents with expert South African customer service teams. Our AI handles high volume, repeatable interactions with sentiment detection, secure orchestration and full audit trails. Complex, sensitive or regulated cases are seamlessly escalated to human specialists, or your own teams. The result […]
WhatsApp AI agents for contact centres
As we head into 2026, customers expect to complete tasks inside the conversation. In the UK, that expectation is increasingly shaped by WhatsApp. Ofcom reports that 90% of UK online adults used WhatsApp in 2025, and 74% accessed it daily in May 2025, up from 64% in May 2024. That shift matters for contact centres […]
Designing for Everyone: A guide to the inclusive design principles
By Henny Swan, Director at TetraLogical Nearly a decade after their publication in 2016, the Inclusive Design Principles (IDP) remain one of the most enduring frameworks in digital accessibility. They were created to bridge an important gap that still exists today, between meeting technical accessibility requirements and creating digital experiences that truly include people of all disabilities. […]
Clearing the AI confusion: The contact centre’s guide to smarter tech buying
With advancements in AI and automation, there has never been a better chance to move your contact centre operation from a necessary cost to a powerful engine for business value. But with this excitement comes a challenge: too much choice and vendor hype. With dozens of vendors all promising the future, it can be hard […]
Leveraging predictive AI to drive value from financial compliance
The FCA’s Consumer Duty expectations herald a well-embedded regulation within financial services compliance. Not only must firms now evidence customer understanding and customer support but the FCA’s intelligence-led approach will also highlight non-compliant behaviours, raising the chances of unwanted attention for firms that fail to adapt. While it is no surprise that AI is being widely promoted as the solution […]
INDUSTRY SPOTLIGHT: Emerging Global Services AI contact center solutions
Emerging Global Services delivers hybrid AI contact center solutions that combine intelligent automation with human expertise. How it works: Our AI handles routine customer inquiries instantly – appointment scheduling, basic troubleshooting, insurance verification, and common questions. When calls require empathy, complex problem-solving, or specialized knowledge, our 2,000+ bilingual agents in Mexico step in seamlessly. This hybrid […]
AI Impact Assessments: The Key To Trustworthy AI
Artificial intelligence has advanced from experimental projects on the fringes of business to focal points of board-level strategy in record time. From automating fraud detection to reshaping customer service, executives are placing bold bets on AI to streamline costs and unlock new sources of growth. Yet, as a team of AI governance experts outline, amid the excitement, there is […]
INDUSTRY SPOTLIGHT: Flexible, scalable training for contact centres
We understand that contact centres and customer service operations value training solutions that are practical, efficient and engaging. At MGI Learning, we provide flexible training designed to fit into busy environments. Delivered through easy to implement Learning Journeys, the training is proven to deliver measurable improvements in employee engagement, customer satisfaction, NPS and operational effectiveness. […]