Siloes between contact centres and the communications and telephony technologies that run them will inevitably lead to siloed approaches to delivering customer service, which is no longer a business risk leaders can afford to take.

Cloud-Based Contact Centre Infrastructure (CBCCI) functionality will become a standard productivity tool across enterprises in the next 10 years.

Cloud-based contact centre infrastructure (CBCCI) is heralded by many industry experts as the future for organisations that really want to address this evolving market demand.

AI and automation alone won’t meet rising customer expectations. The empathy that contact centre staff bring to customer interactions has an immense impact on the CX that brands deliver.

How AI is transforming contact centres?

Twenty-three months into the pandemic, a lack of physical touchpoints with brands has meant contact centres have been experiencing higher volumes of inbound enquiries than ever. AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact

Receiving a call from a hidden number brings up mixed emotions - sometimes panic, sometimes curiosity, and a lot of times, just plain annoyance.

Contact centres that process card payments are at the frontline of data threats and need to be more vigilant than ever to protect client data and brand reputation.