This report provides the results of a recent study looking at key customer frustrations, the decline in people contacting customer service, customer churn by industry and how customer experience is improving on emerging channels of choice.

Manually managing the daily real-time activities leaves companies struggling with poor customer experiences and inefficient staff utilisation. Proactive real-time management provides analysts with the solutions that the team needs to achieve optimum service levels whilst making the most of their […]

Monitoring as a Service (MaaS) is an advanced proactive and predictive monitoring service designed to keep an eye on all of your contact centre applications, integrations and services. Read this white paper to find out more.

This white paper focuses on exploring successful and effective insights into avoiding the most common pitfalls in implementing AI in the contact centre, be that a chatbot, VA, or other automated channels.