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AI-powered automation

Essential tips for using voicebots and chatbots

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Chatbots and voicebots typically are the first steps in AI automation

If you’re like others in your industry, you might be ready to start an artificial intelligence (AI) journey. According to Dimension Data survey results, as technology catches up with the demand for digital, almost nine out of 10 respondents consider AI a competitive differentiator. Yet, only 44% of respondents have a clear strategy for using the technology.

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Eight hot 2021 contact centre trends

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Looking ahead to new trends

Crystal-ball gazing has always been a dangerous pastime, but in this white paper we focus on eight hot trends with their genesis in 2020 yet effects that will be increasingly felt throughout what will undoubtedly be an interesting 2021.

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Gamification transforms agent effectiveness and boosts contact centre efficiency

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For contact centre managers, the line between encouraging and overburdening can be a fine one.

The pandemic jolted home working out of a relaxed groove to must-have-it-now urgency. The essentiality of workforce engagement management didn’t follow far behind. Read how it positively affected another’s vision while revolutionising the customer experience.

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How to find the perfect Cloud Phone System

Think strategic and long-term

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Choosing your next phone system

In our last buyer’s guide, we gave you some essential tips on getting the best cloud phone for your business. The recommendations were aimed at the smaller SME that wants to take full advantage of the reliable, low cost, feature-rich capabilities of cloud communications.

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Improve the customer experience

Engage them on the channel of their choice

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Getting to grips with digital channels

This white paper considers some of the advantages and hidden challenges of moving from voice-only to omnichannel provision. It uses Genesys Cloud to show how an integrated platform with intelligent automation can greatly enhance the customer experience.

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Buyers guide – Microsoft Teams

Extracting most value for least effort

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Microsoft Teams is good, but it could be better

You’ll probably already be using or thinking about adopting Microsoft Teams. And why not? Described by Microsoft as the fastest growing application in its history, Teams is one of the most elegant collaboration platforms around.

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Personalisation and empathy – key to contact centre futures

When call centres evolved into contact centres, companies began viewing their function less as an overhead and more as a chance to treat customer care as a differentiator.

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Personalisation is the key.

Personalisation will continue as a central theme in contact centre transformation. Even before the pandemic, plain old customer service had morphed into the customer experience (CX) not just in digital channels but across most interactions. Rising customer expectations raised the need to shape CX at every touchpoint.

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Case Study

Hospitality: Desktop as a Service

Client

Hospitality

Services

IT Managed Services

When we first engaged we took the time to fully understand their requirements.

It was clear that the staff worked in different ways. Some only used email, Office and files, others used line of business applications heavily, whilst others travelled a lot and required offline working. They all wanted to be able to choose how they worked and to be able to work on any device, at any time and with any Internet connection including no Internet at all. What we did is what we always do, which is to start with a blank piece of paper and design a solution from the ground up so that we can meet all the requirements as well as build in flexibility to enable the solution to evolve and adapt as the client does.

Our business is a truly 24x7x365 business. A moment of downtime means that we cannot take bookings, check people in and out, take food and drink orders and so on. Every minute IT systems are not available we lose money and a lot of it. What we needed was an IT solution that was always available and was highly performant at all times.

IT Director

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