industry news

Industry News provided courtesy of Call Centre Helper


Artificial Intelligence: Fascination or Fear for Businesses?

Frédéric Durand, the Founder and CEO of Diabolocom, argues that it is not question of if businesses should utilise AI, but how they use it. Artificial Intelligence (AI) is a much discussed and debated subject in 2018. From newspapers to world […]

Genesys Announce New Salesforce Integration

Genesys have announced that its omni-channel routing engine has been integrated with Salesforce Service Cloud Lightning to enable advanced customer routing capabilities. Now through the omni-channel orchestration of Genesys, joint customers benefit from the capability to manage and automate the […]

NewVoiceMedia Unveils Fully-Integrated Omni-Channel Solution

NewVoiceMedia has announced its Spring ’18 release, unveiling key capabilities that will enable businesses to drive digital transformation and create unified, consistent and integrated experiences irrespective of the channel chosen by the customer. Making every conversation great with NewVoiceMedia’s omni-channel […]

Do Your People Have the Right Skills?

Olu Orugboh asks whether your people have the right skills? Arguing that letting go of the old to bring in the new can sometimes be overwhelming. I recently came across a question that asked, “is the call centre dead?” This […]

5 Must Watch Trends for Enterprise Voice over Internet Protocol in 2018

In 2018, enterprise Voice over Internet Protocol (VoIP) has become standard infrastructure for many business communications systems. The businesses are likely to have invested for benefits like cost-savings, efficiency, flexibility and scalability. These benefits mean that enterprise VoIP deployments are […]

6 Ways to Wow and Win Back Lost Customers

Wouldn’t it be great if you could win back lost customers? If every person who came into contact with your business was bowled over by your customer service? Exceptional customer service drives the best online businesses. They know how to […]

Lunch & Learn – Getting Your Customer Engagement Operation Robot Ready

THE DATE: 18th April 2018 Time: 12pm – 2pm THE LOCATION: Blue Fin, 110 Southwark St, London SE1 0SU THE DESCRIPTION: During this Lunch & Learn session, we will discuss what it means to be robot ready – from people […]

CallMiner Enhances its Customer Engagement Analytics Platform

CallMiner have announced that the company has made significant enhancements to its cloud-based customer engagement analytics platform, CallMiner Eureka. Making the announcement at Enterprise Connect 2018, CallMiner said that these enhancements were made to increase speed to intelligence, reliability, and […]

ZaiLab Exhibit at Enterprise Connect

Zailab are set to exhibit at the 2018 Enterprise Connect conference and expo in Orlando and here they introduce their stand. For ZaiLab CEO Nour Addine Ayyoub, it’s super important that any marketing material, be it a brochure or digital banner, […]

Jacada Extends its Partnership With Telefónica O2

Jacada have announced that it has extended its relationship as the customer service enterprise software solution provider for Telefónica O2. At Telefónica O2 UK, one of the largest telecommunications operators in Europe, Jacada solutions automate critical customer service processes within the […]

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