Aug 21, 2015
Oracle unveiled significant new functionality within Oracle Service Cloud and Oracle Social Cloud that helps organisations deliver better customer experience and drive more informed business decisions. The new social customer service capabilities enable brands to...
Jul 21, 2015
Companies are no longer judged based on their marketing material. Staff and customers judge them based on their actions, big and small. The link between the way a company behaves and customers’ affiliation to the brand is clear and direct. According to Lisa Roos,...
Jul 20, 2015
Genesys, Cisco and Avaya, closely followed by Interactive Intelligence, have been named as market leaders in IDC’s 2015 MarketScape study of the worldwide contact centre infrastructure and software (CCIS) market. The CCIS market includes voice and digital media...
May 22, 2015
In an increasingly global and commoditised world, differentiating on product and price has become a challenge to say the least. The fact is that any product, solution or service your organisation can deliver, no matter how innovative at the time, can and will be...
Apr 21, 2015
As the business realm continues to digitise, fraud, ID theft and information security concerns grow, and strong authentication becomes a critical issue. Voice biometrics is being adopted globally by companies, especially those with large contact centre operations,...
