Upgrade your on-premise PBX to support remote working with ContactOne’s BCP
With on-premise telephony systems PBX, the remote homeworking functionality is often limited to call forwarding extensions to mobile phones and other landlines. Using this method will get your calls answered, but the user-experience will be very limited, as many of the functions a business uses a PBX for, such as transferring customer calls to colleagues […]
Millennials and Next Gen are driving a message-focused future
By Nick Millward, Vice President Europe at mGage In recent years, smartphones have become the standard and with 95% of smartphones being used daily, coupled with the innovative capabilities and growing impact on our lives, it is a trend that businesses across all sectors need to pay attention to. In turn, Over-the-Top (OTT) applications, or […]
5 Minutes With… Christoph Neut, CEO at Sparkcentral
In the latest instalment of our contact centre & customer service executive interview series, we spoke to Sparkcentral CEO Christoph Neut about his company, industry opportunities, the challenges of coronavirus and new technologies… Tell us about your company, products and services. At Sparkcentral, we offer a global SaaS platform for digital customer service that enables […]
Re-connect with the industry at the Contact Centre Services Summit
During such challenging times it is key to stay up to date with the industry and source new solutions for every eventuality. The Contact Centre Services Summit can help you do this – 6th & 7th July at the Radisson Blu Hotel, London Stansted. Would you like to attend as our guest? You can enjoy this small, niche event and […]
Our ultimate webinar tip: Sparkcentral’s free masterclass 2020
Want an extra reason to stay home? We’ve got one. While events are being cancelled all over the world, Sparkcentral makes sure we stay up to date about the future of digital contact centers with 5 free webinars. Are you curious about the impact of asynchronous message channels for SLA based customer service? Or do […]
Connect ESAT to CSAT in Times of Crisis: NICE introduces WEM@home
At a time when human connections matter most, are your frontline employees empowered to perform, and inspired to care? Are you doing all you can to keep your agents engaged and motivated? Now, more than ever, every moment in the customer journey matters. The COVID-19 crisis has evolved to render face-to-face touchpoints less frequent, thereby […]
5 Minutes With… Christoph Cyrol, RingCentral
In the latest instalment of our contact centre executive interview series, we spoke to Christoph Cyrol, Product Marketing Manager – Contact Centre at RingCentral about his company, industry opportunities, challenges, technology and Stranger Things… Tell us about your company, products and services. RingCentral delivers cloud-based CCaaS and UCaaS to provide fresh approaches for contact centres and customer engagement […]
Coronavirus: CCaaS from Home
By Content Guru COVID-19 is spreading, and nobody knows how the situation is going to develop. Governments around the world are responding to the situation with bans on public gatherings and travel, and even quarantining whole cities. The impact on business is already huge. Dozens of factories, schools, and offices around the world have closed, […]
RCS: Conversational Messaging Assists Customer Service
With brands searching for innovative and new ways to engage their end-users they can now unlock the benefits of RCS (Rich Communication Services) business messaging. RCS is truly a conversational channel that is transforming the messaging landscape as it speaks to the need for customers to receive more personalised, richer, and engaging messaging. RCS compliments […]
Do you specialise in Social Media solutions for Contact Centres? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in May we’re focusing on Social Media solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Social […]