How call and contact centre technologies are evolving AI technologies, and the application of these technologies, are evolving rapidly. As a result, generative AI is reshaping call and contact centres, enabling smarter ways to manage and improve customer interactions. As an example, AI can intercept and route calls to the most suitable agent, speeding up…
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Natural Language Query (NLQ) stands to make a huge impact. NLQ is an AI-driven capability that allows users to ask questions about data in their everyday language. Unlike traditional interfaces that require rigid, predefined inputs (or carefully considered prompts), NLQ can interpret natural language questions, translate them into structured queries, and then retrieve accurate and…
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Tollring, a global leader in AI-powered communications analytics, call recording and fraud prevention, is proud to announce a new strategic and technical partnership with Red Cactus, a specialist in CRM integration solutions based in the Netherlands. This collaboration brings together two best-in-class cloud software providers to deliver enhanced value to joint customers and channel partners….
Read MoreHow hybrid working polices are changing working practices Hybrid working is now a permanent fixture, but one without a universal blueprint. Some organisations are keen to minimise and even stop home working, while there are many others that will maximise the many benefits that hybrid working delivers to their organisations. The outcome is a fragmented…
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The past 12 months of change for UC and CC Over the last year, the unified communications and contact centre (UC and CC) environment has transformed significantly. UC and CC landscape has evolved into an increasingly sophisticated environment. Although many businesses still use on-premise CC solutions, there has been a notable shift towards cloud-based models with…
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With over 320 million daily active users, Microsoft Teams continues to be a leading platform for business communication. As more organisations adopt automated Direct Routing as a cost-effective and flexible alternative to Microsoft Calling Plans, the demand for deeper insights into Teams voice activity is rising; particularly as hybrid work becomes the norm. To…
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