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In this broadcast, hosted by CCA CEO, Anne Marie Forsyth with leading expert Matthew Addison, Chief Revenue Officer at Smartnumbers, we explored the challenging landscape of fraud and how it's being presented in the contact centre environment.
When you've got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have.
Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud's Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, y
Twilio Flex represents a new approach to enterprise cloud software. The Twilio model of the programmable contact center platform allows web developers and partners to build, deploy, and test contact center solutions that fit within existing systems withou
AI drives positive CX transformation, but businesses must look beyond the hype to identify the real value of AI. This webinar will focus on real-world insight and share AI best-practice use cases to explore the power to positively transform business opera
How can contact centres deliver on this new, urgent imperative? Webinar available on-demand now
Alan Garratt, Head of Operations at Arco, the UK's largest supplier of PPE, describes how the company was able to send its 200 contact centre agents to work from home as soon as lockdown measures came into place, thanks to RingCentral cloud contact centre
Andy Conolly, IT Service and Operation Manager at Costa Express, describes his biggest challenge in moving the organisation's communication systems to the cloud.
Contact centre professional and Poly VP Darrius Jones talks about challenges of outfitting contact centres and how Poly solutions can help.
If you or your employees need to wear a mask while working, you may be concerned about how clear you sound on a call. The design of Poly's EncorePro 500 Series ensures your voice remains clear while you comply with local safety requirements.
U.K. retail giant handles 12 million incoming calls more quickly and efficiently by deriving actionable intent from customer calls, seeing a $10M uplift in sales.