The desk organizes everything the agent needs to handle that call within one neat and tidy box, Clare explained. Then, once that interaction has ended, the agent can close the entire desk with a ...

The average number of applications that an agent will use in the course of a single call isn't small. Around two-thirds find themselves tackling three or more, and 27 per cent deal with more than ...

Agent burnout detection APIs are planned to be in beta in February 2024, and Thrive Reset for Webex Contact Center is planned to be generally available at the end of 2024.

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...

UK high street bank, Abbey National has licensed e-Telelynx, a voice-over-IP system from Better On Line Solutions (BOS) to provide Web customers with access to a call centre agent for resolving ...

8 x8, Inc., a leading integrated cloud communications platform provider, today announced the Manchester City Council selected 8 x8 Contact Centre to keep vital services running safely for its more ...

Salesforce has used the first day of Dreamforce in San Francisco to make another batch of announcements, with one centred on the company's idea of defining the contact centre of the future and ...