As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations..
In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies..
Before deciding whether to follow a public cloud, private cloud or hybrid approach, organisations first need to think about their specific business goals and what they really want to achieve with their CX..
The vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. Derek Forrest of Sabio Group takes a look at what to consider and what’s on offer..
As Calabrio deploys its true cloud Workforce Optimisation (WFO) offering via AWS in South Africa, Olle Düring at Calabrio outlines five reasons why this latest news matters to customers in the region..
In his latest blog, Magnus Geverts of Calabrio discusses how to spot the difference between true and fake cloud solutions and why it matters for workforce optimisation (WFO) applications..
DHL Supply Chain is accelerating its business expansion to meet a boom in demand while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud technologies..
In order to develop its IT infrastructure, companies must make a number of crucial decisions. Should they maintain the server on-premises and co-locate it in a datacenter, or totally relocate to the cloud?
Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres..
Nick Dicksee, CPaaS Specialist Lead at Avaya UK&I, explains how organisations can catapult themselves into the future of work with a simple and powerful framework designed to aid Total Experience..
In today’s world customer expectations are extremely high and going cloud-native within the business is one of the most effective ways to make sure those expectations are met and even surpassed..
Utilita has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient..
Klaas van der Leest, UK Managing Director, Intelecom dispels 7 myths about contact centers in the cloud..