Customer Service

Genband, a provider of real-time communications solutions has announced that Intelecom, a cloud-based contact centre solutions provider, is using Genband’s WebRTC Gateway (formerly SPiDR).

It often amazes me that global telecommunication giants place young, barely-trained, temporary workers such as students as the visible face of the company in high streets up and down the

The companies that consumers find most difficult to get through to have been identified by new research commissioned by Eckoh, a global provider of customer service solutions.

Businesses of all sizes track and analyse the performance of the channels they use for marketing, advertising and customer handling. The rise of digital channels has created a world of

Sabio has announced that it will be accelerating its growth strategy having secured a multi-million pound investment from UK-based growth investor, Lyceum Capital.

During this year’s Microsoft Worldwide Partner Conference in Toronto, Solgari launched its integration with Microsoft Dynamics CRM,

There seem to be a spate of stories about bad customer service at the moment. Perhaps, it is just that we have had a really bad experience ourselves and therefore

Taking the initiative The difference is that whereas conventional customer satisfaction measures were backward-looking, the integration of customer and operational data hands more of the initiative back to the telco.

There are three journeys that today’s Communications Service Providers (CSPs) must make to become modern Digital Service Providers (DSPs):

Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly associated with frustration, seemingly never-ending phone calls,