Tag: Customer service

CallTower and Five9 boost unified communications and contact centres

CallTower has announced a new partnership with Five9 to deliver a fully integrated communications experience by connecting CallTower’s Operator Connect for Microsoft Teams with Five9’s advanced contact centre platform.By merging CallTower’s UCaaS (Unified Communications as a Service) capabilities with Five9’s...

How business can meet the needs of the vulnerable customer

A recent report highlights that up to 35 million British people remain unknowingly vulnerable, and increasingly reliant on digital channels for support. With many brands building focused personas of their customers, it is easy for the vulnerable to slip through...

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience.“Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

Intradiem & Five9 maximise productivity and engagement in contact centres

Intradiem has announced an expanded partnership with Five9, combining its patented real-time automation technology with Five9’s intelligent CX platform, enabling contact centres to boost efficiency, improve agent engagement, and enhance customer interactions.“Partnering with Five9 represents a powerful synergy between two...

Churches Fire & Security and Sabio transform customer service with AI-powered insights

Churches Fire & Security has partnered with Sabio Group to enhance service efficiency through data-driven insights. As part of an in-depth Intent Capture & Analysis (IC&A) process, the company examined over 25,000 customer calls to pinpoint challenges and opportunities for...

CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint.What’s less clear, is how to do that successfully...

Alvaria and UJET partner to elevate cloud contact centre capabilities

Alvaria has partnered with UJET to deliver an integrated platform to enhance compliance, optimize outbound engagement, and redefine how businesses connect with customers.This partnership combines Alvaria’s compliant outbound technology with UJET’s advanced AI-driven contact centre capabilities, providing a solution that...

This week in CX: smaller raises, AI bosses & office debates 

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the widespread misconceptions about the downfall of DEI, the growing trust in AI for critical workplace decisions, and the debate over whether office...

Intermedia redefines Microsoft Teams with unified communications and contact centre integration

Intermedia Cloud Communications has introduced the industry’s first fully embedded unified communications (UC) and customer experience (CX) solution within Microsoft Teams. This move allows businesses to streamline operations, enhance productivity, and improve customer interactions—all from within the familiar Teams interface.“Our...

Leveraging customer feedback loops to drive business growth

To keep pace with your competition, every business must continuously adapt and improve. And to boost your business success, it is crucial to understand the requirements of your target audience. A recent report highlighted that more than 89% of companies...