Published: January 31, 2024 Much of the focus tends to be on the compliance aspects of call recording and analytics, especially for regulated industries. For customer-centric enterprises, tools like ClarifyGo from Oak Innovation are unlocking a…

Published: January 25, 2024 As we power into 2024, the integration of AI into communication platforms is no longer a futuristic concept but a tangible reality at scale. Microsoft’s introduction of Copilot for Teams Phone is a significant milestone in…

, one of the key ISVs working with Lenovo ThinkReality, is democratizing XR development, making it accessible to anyone with a vision extending beyond traditional 2D interfaces. “Engage is an enterprise education focused platform, and we see…

Published: November 29, 2023 As they strive to do more with less, the need for efficiency, particularly at the crucial interface with customers or users, is in the spotlight. So, can the advanced AI and embedded automations of the Microsoft-certified…

Get ready to unlock a world of choices. Welcome to an intriguing discussion with Olumide, an entrepreneur, digital nomad, and new dad who has redefined the meaning of success through his unconventional lifestyle. His inspiring immigration story…

With the advent of Artificial Intelligence (AI) and Machine Learning, the job search and application process have transformed dramatically. AI-powered language models like OpenAI’s ChatGPT can be a game-changer, providing significant support…

Smart freelancers and solopreneurs make the most of the tools they have available, to deliver their best work. But the explosion of AI apps, in particular for conversational content generation, has taken the world by storm, at an unprecedented pace.…

Instructional design - what could it mean for your freelance journey? My first experience of 'distance learning' was long ago,in another century. The Open University shipped me boxes full of books and workbooks to my home address, and over about 4…

When a CX agent is live on a call or in a text chat with a customer, their attention needs to be fixed on the interaction itself. Augmenting that interaction with the right amount of real-time guidance is a delicate balance for organisations to…

Enghouse’s AI-based Voice of the Customer technology has enjoyed great success as the agent’s secret augmentation, offering real-time coaching and information while they deal with customers. Now, the new SmartQuality analytics platform extends the…

Nowadays, actually getting in touch with customer service might be something you do at a pretty late stage in sorting out a problem – perhaps one step before giving up altogether, on a baffling error or faulty product. Most consumers are likely to at…

Monitoring and reviewing call centre agents’ work was always an incomplete and unsatisfactory process in the past, explained CallMiner’s VP of international, Frank Sherlock. How could it be otherwise, when it has historically been a manual and…

Knowledge management is at the heart of the contact centre’s role, working to bridge the gap between customers’ enquiries and the facts which will resolve their problems. The bigger the contact centre’s remit, the bigger the knowledge needed. With…

Data. It’s a short word but contains a lot, and today’s intelligent communication platforms — like Dialpad, for example, providing comms to 70,000+ customers worldwide — create a lot of data. This is fine until something goes wrong and needs…