Five9 - News and Updates
It has been announced that Five9 have won two Aragon Research Awards. They have won the 2022 Aragon Research Innovation award for Intelligent Contact Centres, and Genefa Murphy, CMO of Five9, has won the 2022 Aragon Research Women in Technology Award.
8x8 - News and Updates
8x8 Conversation IQ has been named a winner for CRN’s 2022 Tech Innovator award in the Unified Communications & Collaboration Software category. 8x8 Conversation IQ extends formal contact centre capabilities, such as quality management and speech analytics, to any employee across the organisation using 8x8 cloud communications. Delivered via 8x8 XCaaS (eXperience Communications as a Service), a single-vendor cloud communications and contact centre solution, 8x8 Conversation IQ enables team leaders and supervisors throughout an organisation to oversee, evaluate, score, and analyse voice interactions anywhere in the organisation.
Further, 8x8 Conversation IQ provides easy-to-use, consistent, and automated evaluation, reporting, and analytics capabilities that deliver AI-infused actionable insights into employees’ communications effectiveness, process adherence, and regulatory compliance.
What does 8x8 predict for the future of the Contact Centre?
8x8 have recently released an exclusive report discussing the future of the contact centre and that by 2023 employee experience will overtake customer experience. It has identified that organisations with a cloud-first, digital-first mindset have leapt ahead, but they must continually adapt and innovate to stay competitive.
Pangea - news and updates
Pangea are well-established as a provider of intelligent mobile connectivity and IoT device management, with applications ranging from mobile airline payment terminals taking advantage of the best networks only at destination airports, to replacements for legacy PSTN connectivity to mobile and internet-based solutions including streetlights, traffic lights, CCTV, lift alarms, door entry systems, security barriers and much more. Using cellular technologies speeds up and simplifies deployment, and for many moving to IP provides cost savings as well. The applications are very broad and now is the ideal time to consider your options before the PSTN switch off in 2025.
Mitel - news and updates
For clients who have decided to adopt Microsoft Teams, Mitel have announced a series of tools and applications that seamlessly integrate Mitel’s enterprise-class telephony features with the MS Teams platform for a combined powerful solution. This is a smart approach for “Microsoft Teams” centred organisations, as they normally still need high-quality enterprise grade telephony to run their business and the commercial offering is compelling versus using MS Teams for telephony, especially for existing Mitel customers.
Red Box - news and updates
The Financial Conduct Authority (FCA) wants firms to put themselves in their customers’ shoes in what is being described as ‘seismic shift’ in UK consumer protection regulation by July 2023. In the recently announced ,Consumer Duty, firms are required to “act to deliver good outcomes for financial retail customers” by understanding the consumer’s end-to-end customer experience journey – from product design to post-sale support - with a granular analysis of enterprise-wide interactions. With its comprehensive monitoring and analytics capabilities, data-driven conversational intelligence has already been propelling itself into the spotlight as an essential tool for maintaining compliance and uncovering rich insights to meet Consumer Duty requirements.
Anything pique your interest?
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