How do you keep your contact centre running smoothly as a ‘centre’ when your agents aren’t all together and some are out working in the ‘wild’?

What consumers everywhere really want is for life to be less complicated.

How adopting a puzzler's mindset could be the answer.

If an organisation is looking for a public cloud contact centre solution, Genesys Cloud contact centre is specifically designed to tick off every requirement.

Organisations migrating key operations such as contact centres to the cloud need to take a holistic approach that explores all cost, security and network aspects.

Businesses have done a lot of quick thinking and reacting lately, working out the best ways to carry on during the Coronavirus pandemic as they went along — and contact centres are a prime example. Enterprises with on premise contact centres have transitioned extremely fast to a cloud-based set up or have moved to a contact centre as-a-service structure. There’s no denying that the scale and pace of change has been a challenge, and that a lot of organisations have struggled.

The pandemic has seen organisations adopting technologies they weren’t sure about before, and there has been a lot of talk about long-term impact on advancing digital transformation strategies. Day-to-day business processes are the most obvious impact but contact centres are another area that lockdown could have inadvertently changed forever.

Meet Ailbhe McDarby, Head of Unified Communications & Contact Centre Propositions at BT Ireland. We sat down with Ailbhe to get an insight into her role, from the day to day, her product portfolio and how she got to the role she’s in today.

Richard Atherton looks at some of the ways you can cut costs with cloud contact centres.

Move from separate audio and web conferencing services to a fully integrated video, mobile, any device from anywhere meeting experience

In the digital age, customers expect great service. Discover how innovation and digital technology can help you overcome your customer experience challenges.