‘Automatons’, not automation, are the worst thing about contact centres

PRESS RELEASE: Call centres staffed by operatives who are not able to make decisions rate considerably worse than call centres that can automate processes, according to polling [1] for Inisoft. The poll of 2,000 UK adults overturns the received wisdom that automation is a bad thing for customer experience. Continue reading ‘Automatons’, not automation, are the worst thing about contact centres

OHES Environmental Deploys Scalable Sesui Cloud-Based Telephony Solution To Promote Strategic Growth

ohesenvironmentalPRESS RELEASE: Sesui, the cloud-based telephony and contact centre innovator, has provided OHES Environmental, a multidisciplinary environmental consultancy comprising 28 sites across the UK and Republic of Ireland, with a scalable virtual contact centre solution to host the telephony of its global 24-7 Emergency Advice service. Underpinned by Sesui’s proprietary and location-independent i-Platform, the solution has provided OHES Environmental with the flexibility to cater to a growing customer base, without replacing existing infrastructure or investing in international call centres. Continue reading OHES Environmental Deploys Scalable Sesui Cloud-Based Telephony Solution To Promote Strategic Growth

University ETH Zurich Supercharges Communications and Collaboration With Mitel

PRESS RELEASE: Mitel® announced that world-renowned University, ETH Zurich, is simplifying communications for staff and students across the school’s campuses with Mitel MiCollab, which seamlessly integrates with mobile devices and helps reduce the use of shadow IT. Continue reading University ETH Zurich Supercharges Communications and Collaboration With Mitel

Genesys Completes Acquisition of Interactive Intelligence to Create World’s Leading Omnichannel Customer Experience Solutions Company

gen-ininPRESS RELEASE: Genesys® the global leader in omnichannel customer experience and contact centre solutions, has completed its previously announced acquisition of Interactive Intelligence. Continue reading Genesys Completes Acquisition of Interactive Intelligence to Create World’s Leading Omnichannel Customer Experience Solutions Company