Persona Cluedo: Unmasking the invisible man It’s never been more important for businesses to be able to deliver meaningful, personalised experiences to their customers. Major developments in digital and connected engagements have reshaped the expectations of customers, who now demand you give them personalised experiences that meet their needs as standard – as we discussed […]

Contact Centres? Communications Platforms? Why not the best of both? Customer engagement is critical for modern businesses to get ahead of their competitors, but doing so effectively is rarely straightforward. Recent years have seen two different approaches for cloud-based customer engagement emerge – Contact Centre-as-a-Service (CCaaS), and Communications Platform-as-a-Service (CPaaS). Both approaches offer their own […]

It’s the little things that count: Getting ahead with customer experience It’s never been more important for organisations to deliver great customer experience – 56% of customers say they’ll stop doing business with a company after a bad digital interaction. Despite this, making the necessary changes to improve the experience organisations offer their customers often […]

Here’s 8 contact centre trends you’ll want to hop on The last few years have (understandably) led to major shake-ups in the world of contact centres. But as your customers seek to engage you on channels of their choice and communicate with lofty expectations on speed and quality of their interaction, the need for innovation […]

The Benefits of Automatic Speech Recognition for Secure Payment Solutions In today’s increasingly digital world, secure payment services are essential for consumers and businesses alike. Unfortunately, traditional security measures such as passwords and PINs are becoming increasingly vulnerable. As such, companies are turning to automatic speech recognition (ASR) as a new way to authenticate users […]