Articles.

• Article

Customer experience (CX) transformation in the contact centre is not a project with a fixed endpoint; it is a continuous discipline in which organisations measure the quality of every customer interaction, identify the causes of friction across channels, adapt service workflows, and reassess the results as customer expectations and business priorities evolve.

• Article

When attempting to deploy conversational artificial intelligence (AI) across diverse global markets, enterprise operators frequently discover that off-the-shelf voice solutions degrade rapidly when confronted with under-represented languages, regional dialects, and complex code-switching patterns.

• Article

For decades, analysing contact centre data has been an operational bottleneck, as human analysts were needed to review transcripts and tease out subtle operational differences manually.

• Article

As such, improving Voice AI for neglected customer bases requires a fundamental shift away from large, generic models and adopting specialised, full-stack systems designed for real-world complexity.

• Article

Agentic AI, powered by Generative AI (GenAI), has incredible potential to deliver improved outcomes in your contact centres. In fact, contact centres would seem to have the best use cases for AI compared to almost any other business function. Yet statistics repeatedly show that anywhere between 75% and 90% of GenAI proof of concepts (PoCs) fail to make it into production. Why is that?

• Article

When enterprises evaluate the success of a major technology deployment, executive scorecards typically rely on three conventional governance criteria: was the system delivered on time, within budget, and according to scope?

• Article

Business leaders know that artificial intelligence (AI) has the potential to improve performance, reduce cost and strengthen resilience, which is compelling them to invest. As a result, almost every technology vendor - including networking and service providers - now claims to offer AI-enabled solutions.

• Article

Business leaders know that artificial intelligence (AI) has the potential to improve performance, reduce cost and strengthen resilience, which is compelling them to invest. As a result, almost every technology vendor - including networking and service providers - now claims to offer AI-enabled solutions.

• Article

AI and automation are no longer optional; they are essential drivers of competitive advantage in every industry. Yet, many organisations plunge into these transformative initiatives without a clear understanding of their unique business landscape.