Recognising that stress and burnout are common in the workplace, and even more so within contact centre employees, collaboration and contact centre technologies provider Webex has unveiled AI-powered ...

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

In the press recently there was a story about Seattle-based financial tech firm Gravity Payments CEO and founder, Dan Price, who recently announced that over the course of the next 3 years he is going ...

Already, AI agents have taken over more routine call centre tasks. Some jobs have been lost and there have been dire forecasts about the future job market for these individuals, ranging from modest ...

Netcall has announced that its Netcall Liberty® Contact Centre is now Microsoft Lync® accredited, giving organisations full integration between the two software systems. For enterprise and contact ...

LONDON--(BUSINESS WIRE)--8x8, Inc. (NYSE: EGHT), a leading integrated cloud communications platform provider, today announced the Manchester City Council selected 8x8 Contact Centre to keep vital ...

I AM speaking to a man on the phone – but he’s not the only one listening. As I talk, software is analysing my voice, measuring the speed of my speech, and building a graph that shows how the ...

LONDON--(BUSINESS WIRE)--Vonage (Nasdaq: VG), a global business cloud communications leader, today announced the seamless integration of Vonage Contact Center (VCC) and Vonage Business Communications ...

Armen Kirakosian remembers the frustrations of his first job as a call centre agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...