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28 March, 2019Digital 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’ are key phrases heard on almost a daily basis, (more…)
04 July, 2018It’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 LogMeIn.
20 April, 2018Everyone 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 the rising epidemic in industrial-scale telecom fraud. (more…)
21 February, 2018There 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’, says Vaibhav Mehta of Sterlite Tech Software, (more…)
12 October, 2017Telekom 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 communications touchpoints. (more…)
25 July, 2016During this year’s Microsoft Worldwide Partner Conference in Toronto, Solgari launched its integration with Microsoft Dynamics CRM, (more…)
21 July, 2016Teligent, 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 (BT) (more…)
20 July, 2016Following 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 for Skype for Business. (more…)
06 June, 2016Increasingly, 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 mounting challenges for B2B businesses. (more…)
25 May, 2016Aspect Software, has announced a new interactive assistant to redefine how contact centre supervisors and agents interact with workforce applications and each other. (more…)
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