industry news

Industry News provided courtesy of Call Centre Helper

Vonage Announces Agreement to Acquire NewVoiceMedia


Vonage has entered into an agreement to acquire privately-held NewVoiceMedia for an equity price of $350 million paid in cash. The acquisition combines Vonage’s robust UCaaS and CPaaS solutions with NewVoiceMedia’s pure-play cloud contact centre offerings, providing an end-to-end communication […]

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Natterbox Joins Salesforce Communities


Natterbox has announced that it will be the first telephony provider available through Salesforce Community Cloud. Transforming the way businesses communicate with partners, customers and employees, using Community Cloud for greater insight into their ecosystems activities. At a time when […]

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The Potential Impact of AI on Contact Centre WFM


Charles Watson discusses the advantages of adding Artificial Intelligence (AI) to your contact centre. Most companies are always on the lookout for the next “Game changer” for their contact centre.  When you talk to experts, you’ll hear a lot of […]

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White Paper: The State of Intraday Workforce Management in Today’s Contact Centers


This report shares the state of intraday WFM and planning in the contact center. It is intended to equip contact center leaders with business intelligence and market data to consider when evaluating or evolving their own intraday WFM practices. NICE […]

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How Far in Advance Should You Publish Your Contact Centre Shifts?


To find what works best for most contact centres, we asked our readers: how far in advance do you publish your shifts or schedules to employees?  It Is Industry Standard to Publish 4–8 Weeks in Advance Most of those who […]

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White Paper: Jabra Engage – Taking security in wireless calls to the next level


Cybercrime is on the rise, and in a business environment where customer calls are ever more sensitive, making valuable conversations secure is vital. Read how Jabra meets this challenge head-on, taking communication security to the next level with the Engage […]

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The Next Chapter of Our Growth


I am incredibly excited to announce that NewVoiceMedia has agreed to be acquired by Vonage. What does this mean for our customers? If you are a customer, NewVoiceMedia will continue to be your Cloud Contact Centre partner. There will be […]

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Webinar: 10 Ways Quality Can Improve Contact Centre Performance


See PHPMyadmin for details

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Pharmacy2U Chooses a New Communication Platform


RingCentral has been selected by Pharmacy2U, the UK’s largest online pharmacy, as its central communication platform to help it deliver a customer-centric contact centre experience to support its growth. Pharmacy2U helps over 240,000 people across the country manage their NHS […]

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Is Your Automated Technology a Threat to Customer Relationships?


Neil Hammerton, CEO of Natterbox, discusses the danger of automating customer contacts in the hope of making the customer journey “more efficient”. We’ve all been there: trying to call our bank, GP, or local job centre, and having to press […]

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