Sabio acquires voicebot specialistSabio’s AI and automation portfolio has received a boost following its acquisition of Madrid-based Fonetic, which pro
Horizon Contact launchedGamma’s capability boosting acquisition of Telsis in November 2019 marked a new phase of product development that led to
Gamma launches Horizon ContactGamma has launched Horizon Contact, an omnichannel contact centre solution for small and medium-sized businesses.
Cirrus integrates with Microsoft TeamsCloud contact centre specialist Cirrus has completed integration of its omnichannel offering into Microsoft Teams.
QContact connects with UK channelGlobal omni-channel specialist QContact is targeting UK comms channel expansion, building on partner programme successes in E
Investment platform selects Sabio for CX upgradeAvaya partner Sabio Group is to upgrade and manage the core customer contact centre and workforce optimisation systems of Hargreaves Lansdown, one of the UK's largest savings and investment platfor
Cirrus secures multi-million funding boostCloud contact centre firm Cirrus has secured a multi-million pound investment from BGF along with financing from NatWest
Time to revise your approach and core principlesThe Covid-19 induced market pivot calls for a new approach to engagement across all aspects of the channel and customer m
Efficacy of chatbots brought into questionA Covid-19 induced dip in customer service levels coincides with negative consumer views on the efficacy of chatbots.
Digital key to post-Covid-19 customer serviceCustomer service teams that have been dispersed by the Covid-19 pandemic, and that lack the digital capabilities to deliver an optimised customer experience remotely, are causing over 61% of caller