INDUSTRY SPOTLIGHT: Aircall Call Centre Software
Aircall helps Sales & Support teams have the kind of conversations that create lifelong customers. Its call center software easily integrates with your favorite CRM, Helpdesk, and critical business tools, giving users all the context they need to close more deals and deliver superior service. With no hidden fees and no hardware to manage, there’s no […]
INDUSTRY SPOTLIGHT: Introducing Syntelate XA, Inisoft’s new Omni-Channel Customer Engagement Suite
Inisoft has spent years listening to its customers and agent feedback to produce its best and most powerful contact centre solution yet. So what is Syntelate XA and what does this mean for you? Quite simply, Syntelate XA unites all your communication channels, allowing your contact centre agents to provide the best customer service to your clients. It’s […]
INDUSTRY SPOTLIGHT: CGI
GCI is one of the UK’s leading Managed IT Service Providers. It is one of the UK’s fastest growing MSP’s and provides a suite of managed services designed around five capability pillars: Full IT Support, Cloud, Unified Communications, Compliance & Security, and Network & Infrastructure. GCI’s services and solutions are designed to address customer challenges and support mostly mid-tier corporate […]
INDUSTRY SPOTLIGHT: Dialoga
Dialoga is the first AI telecom operator with its own network in 29 countries and a WebRTC platform, allowing them not only to provide all business telephony but also to connect it to the WebRTC world. Dialoga’s WebRTC services along with the company’s AI solutions, are transforming the traditional way of conceiving telephone communication at […]
INDUSTRY SPOTLIGHT: Britannic Technologies leading way with innovative contact centre solutions
Britannic Technologies (btlnet.co.uk) is an award winning voice specialist and systems integrator and managed services provider with a heritage of over 30 years. We help organisations align their objectives and strategy with technology; striving to understand their business, processes and culture. Trusted Strategic Partners Well known experts in the contact centre and systems integration market […]
Inisoft: Happy Agents = Happy Customers…
Now more than ever, people are the most important asset in the contact centre. Technology has advanced to the point that most simple issues can be resolved digitally, without an employee’s involvement. However, this means that when a customer does need to speak with an agent, issues are highly complex, and customers are often more frustrated […]
Industry Spotlight: New original research from Kura and the CCA…
For most contact centre professionals, delivering consistently good customer experience across multiple channels and touchpoints is the ultimate goal. Understanding the complex landscape of changing customer expectations, as well as the opportunities offered by technological innovations, means that this goal requires continuous adaptation. With this in mind, Kura teamed up with the CCA to understand […]
Industry Spotlight: Finding the ‘perfect fit – the psychology of contact centre recruitment…
Brona Ratcliffe, head of contact centres HR at Domestic & General, oversees more than 900 employees at the company’s Nottingham-based contact centre. Domestic & General employs more than 2,500 employees in the UK and, last year alone, handled eight million calls, spending three billion hours on the phone. Here, she explains how Domestic & General […]
Capstone: Building sophisticated systems to provide maximum results…
Capstone Intelligent Solutions specialise in contact centre optimisation across all channels including managing your workforce. Our solutions are designed to help your contact centres accelerate business impact, deliver consistent outcomes and innovate the customer and agent experience. The Challenge The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature […]
Industry Spotlight: CCA International’s 6 steps to ‘keeping it real’…
I recently watched a brilliant comedy routine involving a man with a thick Scottish accent trying to purchase cinema tickets from an automated phone line. “I began to encounter some difficulties,” he joked, as the machine blankly responded that it didn’t quite catch what he was saying. The comedian suggested that the Glasgow cinema must […]
