Contact centre integration: what and why?

A modern contact centre should have some form of integration between the telephony system and the company CRM, says 1Stream.

Teradata alleges SAP stole trade secrets


The US company sues Germany's SAP, accusing it of stealing trade secrets, copyright infringement and anti-trust violations.

Cloud, AI and chatbots in the contact centre


Customer service has gone digital and with it customer expectations have changed, says 1Stream.

Real-time communication with your customers

If you want to gain and keep a competitive advantage, a reliable and innovative communications platform as a service is what you need, says CM.

#Winning: teams that deliver exceptional customer experience

14 Jun

The pressure is on to create powerful customer experiences at every touch point, says Nashua.

LoyaltyPlus' refined AgriBonus builds revenue for farmers

LoyaltyPlus first developed AgriBonus in 1998, and it now has 45 000 commercial farmers and 60 000 part-time, generating its income primarily from third-party partners.

Viewpoint : #yourbotsaidwot

In a world where human speaks to machine and vice versa, we are forced to relearn our cultural familiarities, says Pommie Lutchman, CEO at Ocular.

Enghouse continues to challenge the market

Gartner names Enghouse Interactive a top challenger in its latest Magic Quadrant for Contact Center Infrastructure 2018.

Chatbots part of the conversation in insurance industry

12 Jun

Traditional insurers are now exploring the potential of bots to offer customers a better user experience.

Arch Infinity Loyalty: a case study

A multi-tier plan was implemented when launching the Arch Retail rewards programme, offering unique sales promotions and aggressive pricing.