UK businesses are not taking advantages of the opportunities presented by contact centres to support their brands and build customer loyalty. Rather, they are fire-fighting perennial and predictable problems such as large call volumes, fluctuations, peaks and a range...
Steve Morrell decided to embrace ContactBabel project in January 2000, when the hyped-up technological frenzy was about to plummet. Nevertheless the project was settled in a burgeoning and maturing milieu: the call and contact centre industry in UK. As the Biblical...
The World Wide Web Consortium (W3C) has just issued VoiceXML 2.0, a protocol for voice applications on the World Wide Web. VoiceXML 2.0 allows developers to create audio dialogs that feature synthesised speech, digitised audio, recognition of spoken and DTMF...
Volantis Systems, a UK supplier of presentation management software solutions for the multi-channel internet, has announced the successful deployment of its Mariner application at Telecom Italia Mobile (TIM). Volantis Mariner is used as the delivery platform for...
Garlands Call Centres, recently acknowledged at the 2002 National Customer Service Awards as the UK’s Best Large Contact Centre, has opened a third customer premises in Middlesborough and is already recruiting an additional 200 staff to handle new outsourced...
In a tough year for telecom vendors and carriers with capital expenditures being slashed and network builds scaled back, a new report from IDC sees though a breakthrough at the overall market for IP telephony and positive signs both on the enterprise and service...
