cloud contact centres
Articles

How CX Cloud Can Maximise Your Contact Centre’s Potential

Agility and the speed to adapt has proven to be a critical business continuity factor over the past year. Cloud adoption – and cloud contact centres – accelerating faster than expected prior to the global COVID-19 pandemic. 2020 has highlighted more than ever the need to have an efficient and effective contact centre for customers

Read More »
Artificial Intelligence
Resources

Maintaining Balance Between Live Agents and AI in a Cloud Contact Centre

In an increasingly fast-paced world, the expectations of modern consumers are continually evolving. Now more than ever, customers expect almost immediate responses from businesses when they have a question or issue. Recent data gathered by Salesforce reveals that 64% of consumers expect real-time responses, with millennials in particular having an expectation of instant replies. While

Read More »
Two people looking at a tablet
Articles

How a Cloud Contact Centre Can Improve Business Continuity

The past year has highlighted—more than ever before—the importance for businesses to be agile and flexible in their approach to remote work. Interruptions to normal operations can be extremely costly within any industry, and it is vital that companies consider how to maintain business continuity during tumultuous times. In 2020, nearly a third of the

Read More »
Customer service employee with headset
Resources

How to Adapt to Evolving Customer Expectations

Quality customer service is an unambiguous expectation from consumers in the digital age. As experiences with Artificial Intelligence (AI) become more commonplace and expand into business communication portals, expectations on our human counterparts also increases. While nothing will ever beat the personal touch of an expert agent, 2020 has highlighted the need for companies to

Read More »
Smiling assistant using a headset
Resources

Why You Need A Cloud Contact Centre to Future Proof Your Business

In recent years, a growing number of businesses have moved away from traditional, premises-based contact centres in favour of a cloud-based approach. Research shows that 90% of organisations currently use some form of cloud computing in their operations. In addition, in 2019, some 60% of workloads run via the cloud (compared to 45% in 2018).

Read More »