Feb 5, 2013
BT has announced innovative new capabilities for its BT Contact portfolio, designed to make organisations easier to do business with, while removing costs and complexity from their contact centre operations and enabling “omni-channel” customer service. Those...
Feb 1, 2013
BT has announced the key lessons from research it has conducted into the latest communication channels being used by contact centres. One of the most significant developments BT has seen is the increasing use of Web chat as a channel for advisors to talk to...
Jan 7, 2013
Technology upgrades and migration to IP/SIP are key drivers for the contact centre systems market in Europe, Middle East and Africa (EMEA). Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of...
