contact centre
Mar 13, 2019

AI, next-generation voice the future trends in contact centres

Contact centres are becoming cloud-based, AI-powered customer experience hubs where voice will play an increasingly important role, says Avaya.


Enghouse Interactive sets up digital contact centre

The company is pioneering automated customer experience interactions on digital channels by using bots programmed with artificial intelligence.

Nov 9, 2018

Contact centres must embrace the cloud or else

Elingo is hosting a series of cloud events to share insights from a recent Genesys summit in Europe.


Viewpoint: Robotic process automation surpasses expectations

Ocular Technologies CEO Pommie Lutchman discusses the value of robotic process automation in the contact centre.

Aug 29, 2018

Has your bot stolen the limelight?

Ocular CEO Pommie Lutchman explores the balance between chatbots and customers.

Aug 16, 2018

Contact centres no longer the ugly duckling

The contact centre has evolved to become the heart of every business, says Pommie Lutchman, CEO of Ocular Technologies.


Effective management of the customer journey

Presence Suite's Customer Interaction History lets contact centre agents and supervisors access the full history of multichannel interactions with the customer.


Roadmap essential to advance up CX maturity curve

It is ultimately the delivery of superior customer experience that will differentiate a business from its competitors and deliver a strategic advantage, says Prince Mashayahanya, Product Manager Pivotal Data.

Mar 9, 2018

Long live the virtual whiteboard!

Tech tools enable modern workplace collaboration, says Ocular Technologies


Craving a human touch

Data humanisation contextualises the data in order to make customer interactions more natural.

Jan 23, 2018

Zailab edges closer to opening community contact centre

The omnichannel contact centre software specialist will be opening doors to its first township based contact centre in Delft next month.


How robotics impacts BPM, contact centre automation

Used correctly, RPA would augment and complement existing BPM systems and contact centre applications.

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