Topic / Theme: Contact Centre

Gartner’s Magic Quadrant for Unified Communications as a Service Highlights AI and Collaboration

Hot on the heels of Gartner’s CCaaS Magic Quadrant, the unified communications edition is out for businesses considering revamping or building out their contact centre strategy. Unsurprisingly, leading the report’s insights are the twin boosters of collaboration and AI. Nestling...

CallTower Unveils Ascend Teams Contact Center: A New Era of CCaaS Innovation

CallTower has announced the release of its latest solution: Ascend Teams Contact Centre. Built to support the evolving requirements of today’s enterprises, this next-generation platform enables organisations to deliver superior customer interactions, optimise workflows, and gain actionable business intelligence—all directly...

Why Custom Connect Built Myia: Innovation, Empowerment and the Future of Quality Assurance

The latest Gartner Magic Quadrants, a rash of seasonal CX vendor releases and updates, and the power of vibe coding (now a feature of OpenAI) culture all congregated in a recent office conversation about the power companies have when it...

Research Suggests Contact Centre Reshoring is the New Offshoring

The onshore/offshore push-pull debate has been rumbling on for many years, with the latest trends showing that reshoring is now in the ascendency as technology reduces costs. Outsourcer ArvatoConnect highlights data in a new report revealing a major reshoring shift...

Gartner: By 2028, Every Fortune 500 Will Still Rely on Human Customer Service

Despite predictions that artificial intelligence would replace entire customer service departments, a new Gartner study makes it clear: human agents aren’t going anywhere. By 2028, none of the Fortune 500 companies will have fully eliminated human customer service staff. The...

Gartner’s Magic Quadrant for CCaaS Highlights Contact Centre Innovation

The usual suspects appear in the latest Gartner Magic Quadrant for the contact centre industry. It sees NiCE, Genesys, Amazon Web Services, Five9 and Talkdesk in the Leaders quadrant. Content Guru is the sole occupier in the Challengers box, with...