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…
Read More
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…
Read More
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…
Read More
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…
Read More
As global leaders in AI-powered communications analytics, recording and fraud protection solutions, Tollring is proud to announce a strategic partnership with Martello, a recognised expert in Microsoft Teams Performance Monitoring and Management. This collaboration unites two powerhouse solutions in the Microsoft Teams ecosystem to deliver end-to-end business and technical insights into the performance of Teams,…
Read More
As the Microsoft Teams marketplace becomes more saturated, telecom resellers must go beyond offering just basic calling and video tools. To truly stand out and remain relevant, they need to adopt strategic approaches that deliver genuine business value—not just functionality. By embracing AI, supporting hybrid telephony models, and strengthening compliance capabilities, resellers can set themselves…
Read More