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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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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We’re excited to announce our latest partnership with Horizon Telecom, a leading next-generation telecom-as-a-service provider. Horizon Telecom has chosen to integrate our Analytics 365 Call Analytics and Call Recording with Conversation Analytics into its Microsoft Teams services. This enables Horizon Telecom to offer its customers enhanced visibility and control over their telephony solutions, further strengthening…
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New innovations and technologies have reshaped the call and contact centre space, bringing many new opportunities for organisations of all shapes and sizes. The pace of technology change has become faster than ever before and change like this can be very overwhelming for all of us, with a million and one questions around how this…
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