Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Centre AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Centre, without having to invest in a home-grown artificial intelligence program. “Contact C [...]

Key Trends That Will Impact the UCaaS Industry We have already seen several contact centre acquisitions in the unified communications space as other players finally realise that UC and contact centre should never have developed as separate products. We knew long ago that they belong together on on [...]

Do customers dread calling you — fearing they’ll lose hours of their lives, get misunderstood and end up disappointed? We’ve all experienced huge frustration when calling a contact centre with a simple request to change our account details, alter an order or ask a question. We end up making multip [...]

How Transparent Should You be About Chatbots? When offering customer assistance via a chatbot, do you let customers know they’re not talking to an agent? Or try to make it seem like they’re chatting with an agent? “Tell them right out of the gate. If you mask a chatbot as a human, I think I’m talki [...]

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance.  Yet only 24% said that customer experience is fully embedded in their organization. If your company has not fully embedded a mature cus [...]