IVR
dtac business launches new features of MPBX
dtac business has launched the upgraded version of dtac OneCall MPBX, a private telephone network, highlighting five key features which include analytics and measurement that allows businesses to offer personalised
Read moreDoes ‘digital’ really exist?
Digital transformation is the latest trend that every organisation, in every sector, wants a piece of. In the customer management industry in particular, ‘digital innovation’, ‘digital transformation’ or ‘going digital’
Read moreHumanise the customer experience with AI
It’s easy to fear for the loss of the human touch when it comes to customer experience (CX) these days, writes Ryan Lester, the director of customer engagement technologies at
Read moreService providers and enterprises beware: Industrial-scale telecom fraud is here
Everyone can agree that new problems require new solutions. This is particularly true, says Peter Ford, EMEA regional vice president at iconectiv, for service providers and enterprises hoping to halt
Read moreChallenges of legacy billing processes in era of fast-paced digital transformation
There were days when billing was considered just as the trivial part of the whole IT services, but that was more than a decade ago. The investment in ‘Billing Management’,
Read moreTelekom Serbia transforms customer experience with Avaya
Telekom Serbia, a provider of the communications company, has transformed its customer experience, increasing efficiency and improving quality of service, after working with Avaya on a four-year strategic plan to integrate different
Read moreSolgari launches Microsoft Dynamics CRM Online integration
During this year’s Microsoft Worldwide Partner Conference in Toronto, Solgari launched its integration with Microsoft Dynamics CRM,
Read moreTeligent provides British Telecom with an SDIN upgrade to one of Europe’s largest voice platforms
Teligent, a provider of voice service solutions to Tier 1 network operators in the United Kingdom, has announced supply of Session Distribution Interworking Network (SDIN) capability to British Telecommunications plc’s
Read moreMicrosoft Gold Partner, Enghouse Interactive, announces Communications Center and Attendant Console are certified for Skype for Business
Following an announcement at the 2016 Microsoft Worldwide Partner Conference, Enghouse Interactive can reveal that Enghouse Interactive contact centre and attendant console solutions, Attendant Console 2016 and Communications Center 2016, are certified
Read moreThe future of customer experience
Increasingly, companies are moving away from a price-led approach in favour of a value-led strategy. One that puts the focus on customer experience. Retaining customers and growing brand awareness are
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