Fonolo

NOVEMBER 17, 2020

Voice is still the dominant channel in the contact center and will remain so for many years. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. AI & Contact Centres. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

Aspect

MAY 10, 2018

We’re in a celebratory mood over at Aspect Europe HQ, as the hard work from our dedicated teams over the last few months has been recognised by being shortlisted for not one, not two, but three UK Cloud Awards! This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014.

Chatbots 89

Chatbots Self service Technology Enterprise 89