The importance of evolved data management
Hyper-fragmented touchpoints and the likes. That's what defines today's business...
How to organise a Contact Centre: from volumes to Workforce Management
Organising a Contact Centre means aligning people, processes and technologies to...
Interaction Analytic: from customer conversations to operational intelligence
Every day, thousands of conversations between agents and customers take place in Contact...
Reducing Wrap-Up Time and increasing efficiency with AI
Wrap-Up time: what is it and which activities does it include? Wrap-Up Time, also known...
Virtual Agent: what it is and how it boosts Contact Centre productivity
Virtual Agent: what it is and how it works A Virtual Agent is an Artificial Intelligence...
AI Latency: how fast must a Voice Agent be?
What is AI Latency? AI latency is the time that elapses between the end of a user’s spoken...
Click to Call: what it is, how it works, and the benefits it offers
Click to Call: what it is Click to Call (also known as Click to Talk or Click to Dial) is a...
Contact Centre Software: how to reduce AHT with AI
Average Handling Time (AHT) is one of the most delicate metrics for Contact Centres:...
Why Contact Centre Modernisation in the UK Is Breaking
Contact centre modernisation in the UK is widely underway. But most organisations are not...
AI for Customer Experience: Fixing Revenue Leaks
Most organisations don’t lose customers because of a single catastrophic failure. They...
What is an Online Teleprompter for Contact Centres
An Online Teleprompter for Contact Centres is an AI-powered solution designed to guide...
Autoscoring System: what it is and how to automate quality control in Contact Centres
An Autoscoring System is an Artificial Intelligence solution designed to automate Quality...
Interaction Process Analysis: optimising customer interactions
Interaction Process Analysis (IPA) is a valuable tool for understanding the dynamics...
AI Transcription for Business: transforming audio into strategic data
AI Transcription is the technology based on Machine Learning models that converts audio...
AI Summarization for business: what it is and how it works
Rapid information retrieval, clear insights, and maximum operational fluidity: AI...
The future is a Channel-less CX
Customers don’t think in terms of channels; they think in terms of experience. They...
Computer Telephony Integration: what it is and why integrate it with your CRM
CTI: what it is and how it works Computer Telephony Integration (CTI) is the technology...
The Role of AI for Contact Center Agents
Customer expectations are rising faster than operational capacity. Organisations are...
AI Chatbots for Business: types, benefits and use cases
Connecting customer requests with internal management software in real time is currently...
From AI Anxiety to Seamless Automation
Contact centers today face multiple business pressures: rising customer expectations,...
ACD System: what it is and how it transforms the Contact Centre
What is an Automatic Call Distribution System An Automatic Call Distribution System (ACD)...
WhatsApp vs RCS: which channel to integrate into your corporate strategy
In Customer Experience, the WhatsApp vs RCS comparison represents a key consideration for...
IVR System Software: what it is, how it works and the benefits of AI
What is IVR System Software IVR System Software (Interactive Voice Response) is the Contact...
Digital Engagement: Cloud-Powered success
"Creating deep connections with customers, influencing purchasing...
WhatsApp Business Platform for Contact Centres: B2B use cases and integration
In the context of Enterprise customer support, the WhatsApp Business Platform (formerly...
Implementing an Omnichannel Solution: a guide
An Omnichannel, cohesive marketing and sales strategy integrates and coordinates various...
A decade of innovation
Ten years ago, this very week, BeCloud Solutions ltd took shape in the heart of England,...
Unified Communication & Contact Centre: 360° efficiency
Keeping up with new communication technologies is challenging. Companies face...
Customer Centricity & New Needs
Customer Centricity: Customer Centricity: "You’ve got to start with the customer...
Business VoIP: what it is, how it works and benefits for Contact Centres
Business VoIP (Voice over Internet Protocol) is the technology that enables voice...
Call Centre vs Contact Centre: key B2B differences
In the context of corporate Customer Experience, the comparison Call Centre vs Contact Centre...
SaaS (Software as a Service): architecture, models and B2B advantages
The acronym SaaS (Software as a Service) defines a software distribution model based on...
Artificial Intelligence: today’s future!
UNLIMITED IMPLICATIONS Let's be real: AI is not a futuristic...
