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Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Posted by Gordon Rimmer on 06-Oct-2017 15:51:10

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre has stayed the same though, there has been a great rate of change in the contact centre, and many experts have pointed to there being three different waves of contact centre technology.

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Topics: Customer Experience Management, contact centre, call centre, video contact centre channel, multichannel, digital transformation, Customer Service, Mobile Engagement

A Response to the BBC Article on HSBC's Compromised Voice Biometric Security

Posted by Martin Cross on 19-May-2017 22:29:49

Today’s BBC article detailing the voice biometric ‘hack attack’ by twin brothers on their HSBC account highlights weaknesses in the legacy technology used by some solutions that can be avoided by implementing next generation voice biometrics.

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Topics: unified communications, voice biometrics, hsbc, bbc

Why It’s Time For Collaboration Software Vendors To Collaborate

Posted by Alex Tupman on 20-Jan-2017 12:02:39

IT solutions for increasing employee productivity have had a dramatic effect over recent years, beginning with the introduction of email, video conferencing and instant messaging, and more recently tablets and smartphones encouraging flexible and remote working.

The result of this is that personal productivity has been boosted enormously – we have everything we need to do our jobs faster and more effectively, any time, anywhere in the world.

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Topics: Cisco, unified communications, collaboration, Avaya, Microsoft

'Your Call Is Important To Us'

Posted by Adam Jackman on 08-Dec-2016 09:48:10

Does anyone really believe queue messages which repeat ‘your call is important to us…’?

We have all heard it, in between short snatches of tuneless elevator music, while waiting for our call to be answered. Most of the time we are trying to either pay a bill or resolve an issue that’s important to us, and have limited spare time available. In the industry these announcements are called ‘comfort messages’, but are they actually providing comfort to the caller?

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Topics: enterprise, contact centre, ivr, call centre

5 Reasons Why Voice Biometrics Is A Game Changer

Posted by Alex Tupman on 10-Nov-2016 12:21:19

Read my lips – voice biometrics is the future.

Security is always a top priority for business, whether it’s a contact centre protecting customers’ private information, or businesses keeping their data secure. Security experts maintain that we should make passwords and PIN’S longer, more complex and different for each application, as well as recalling recorded responses to security questions, making confirming your identity a memory test, and customer lockouts more frequent.

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Topics: fraud, customer experience, financial fraud, biometrics, voice biometrics

The Wild West is our top story in our Unified Communications and Contact Centre round-up.

Posted by UCeyeComment on 28-Oct-2016 15:53:30

YeeeHaaa – The Wild West Hits Messaging

Author Jon Arnold writes, “messaging is the new voice.” There’s certainly a Wild West element to this space, and that opens the door for new players to make their marks, and bring even more disruption to the cadre of UC players we’re so familiar with.

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Topics: business telephone systems, telephony, transformation services, unified communications, contact centres, unified communications systems, Corporate telephony, call centre software solutions, collaboration, Customer Experience Management, voice biometrics

Apple’s New Position In The Enterprise Shouldn’t Be A Surprise To Anyone.

Posted by Alex Tupman on 26-Oct-2016 09:54:39

People think of Apple as the iSomething, but it’s now time to think of them as an enterprise infrastructure player.

Strategic partnership announcements from IBM, Cisco and SAP have been met with hopeful uncertainty by many industry commentators, but Apple’s increasingly solid position in the enterprise was inevitable due to 2 completely separate driving forces:

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Topics: Cisco, Apple, enterprise, Deloitte, IBM, SAP, Box, DocuSign

Light hearted look at recent UC and Contact Centre news covers Peeping Toms, The Dark Ages, The Battle Brewing with the Mobile Centric & more

Posted by UCeyeComment on 14-Oct-2016 16:42:58

Thrifty Car Rental Moves from the Dark Ages to the Middle Ages

 Thrifty Car & Van Rental has opened a retail reservation contact centre in the UK to let branches concentrate more on corporate rental. “By removing thousands of telephone calls from our locations and redirecting them to our ew [sic] contact centre … we free up our operational team ….”

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Topics: business telephone systems, telephony, transformation services, unified communications, contact centres, unified communications systems, Corporate telephony, call centre software solutions, collaboration, Customer Experience Management

We take a slightly twisted look at recent UC and Contact Centre news around IBM, Cisco, Salesforce, Virgin & Big Data

Posted by UCeyeComment on 30-Sep-2016 15:35:34

 

IBM’s Watson Virtual Agent

Last week IBM announced Watson Virtual Agent, a cognitive, conversational self-service engine. “This virtual agent engages with your customers to tackle typical customer service questions, interacting in a conversational, personalized manner to respond to requests through any channel.”

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Topics: business telephone systems, telephony, transformation services, unified communications, contact centres, unified communications systems, Corporate telephony, call centre software solutions, collaboration, Customer Experience Management

The Cisco Apple Relationship Solves Some Key Unified Communication Issues

Posted by Martin Cross on 26-Sep-2016 09:25:06

Last week in conjunction with one of our partners, Jigsaw24 - who are Apple’s biggest reseller in the UK - we ran an event that explored the Cisco / Apple relationship.  We were luckily enough to have Cisco speak and were also joined by representatives of Apple and JAMF Software.

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Topics: Cisco, unified communications, iPad, Apple, iPhone, Fixed-Mobile Convergence, FMC

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