AI is increasingly becoming a mainstay of customer experience as companies look to meet the speed and convenience expected by the modern customer. No wonder, AI can be invaluable in deploying data analysis to inform customer interactions. At its best, AI empowers agents to deliver a personalised [...]

There's no one-size-fits-all A few days ago, at a sales and marketing event, there was an interesting debate about why some technology trends mattered more than others. It started with the importance of cloud communications for mid-market businesses and how CIOs could use it to boost business ca [...]

Is your business AI-ready? As legacy systems have struggled to meet the speed expected by the modern customer, the introduction of artificial intelligence (AI) into the contact centre has allowed customer service departments to regain the upper hand.> More and more contact centres are adopting [...]

What challenges did this public sector organisation have? Like many public sector bodies, they told us that making efficient use of existing resources was a key priority. The organisation's old contact centre system was not fit for purpose. The agency was receiving over 20,000 inbou [...]

Recently, I ordered an Amazon Kindle book from my smartphone by mistake. I realised the error but didn’t know how to cancel the order. So I clicked “Contact Us,” and immediately the Amazon messaging assistant sprang to life to qualify my query and offered to connect me to a customer service agent. [...]

Today, we have more channels than ever at our fingertips to contact customer service teams, so you would think that getting in touch with a business would be quick and simple. In reality, this is not always the case. Businesses are up against it when it comes to delivering a high quality service, [...]