Browsing: Contact Centre

In a rapid consolidation push, Salesforce has signed a definitive agreement to acquire Cresta, a…

Cheryl was supposed to streamline my life. I gave her access to my calendar, email,…

QPC Australia has significantly expanded its executive leadership team, adding two prominent industry figures to…

The strategic co-engineering alliance between Commonwealth Bank of Australia (CBA) and Microsoft marks a watershed…

AI agents are reshaping customer service, particularly across chat and messaging. But when something goes…

The Contact Centre as a Service (CCaaS) market is undergoing its most profound transformation since…

For the last year or so, there’s been plenty of discussion around OutcomenBased Pricing (OBP)…

Contact centres have traditionally trained people on the easy cases first. A new employee learns…

The enterprise Contact Centre as a Service (CCaaS) market is undergoing its biggest structural shift…

The contact centre market across the Asia-Pacific (APAC) region is entering a new operational phase.…