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A Quick Guide To Successful IVR Telephony

“Press 1 for Sales, press 2 for accounts…” – ah, the joys of automated response systems! But as much as people may claim to hate these computerised answer machines, the simple fact is that IVR telephony or Interactive Voice Response systems are incredibly useful for businesses, and make life much simpler for callers. They streamline [...]

By | 2018-01-17T10:50:57+00:00 January 17th, 2018|Blog, Channel Shift, IVR|0 Comments

Chatbot Security – What You Need To Know

While human interaction seems to be on the decline, we appear much more inclined to talk to our tech. From Siri to Alexa, the machines are starting to answer back. Now, the commercial sector is taking on board the potential of Chatbots and incorporating them into their own networks, creating a better and more user-friendly [...]

By | 2018-01-17T10:51:33+00:00 January 17th, 2018|Blog, Channel Shift, Chatbots|0 Comments

When Channel Shift Goes Wrong: Lessons From Local Councils

Channel shift strategies are already being implemented by most councils in the UK. By funnelling visitors towards digital services and away from face-to-face and phone interactions, councils can save money while improving efficiency and customer satisfaction. Yet, despite the time and money councils are investing in channel shift, many initiatives are failing to deliver when [...]

By | 2018-01-17T10:51:42+00:00 January 17th, 2018|Blog, Channel Shift, Local Government|0 Comments

Real-time Monitoring

So, what exactly is it and how can it benefit you? Real-time monitoring refers to the software and processes that are put in place by Managers and Team Leaders to enable them to monitor what is happening within their teams and how customers interact and receive the information.  Monitoring performance in ‘real-time’ has major business [...]

By | 2018-01-10T12:11:40+00:00 October 18th, 2017|Blog|0 Comments

Lighten the Contact Centre

  Technology, technology, technology!  Does this sound familiar?  We are sure you are all being bombarded with this on a daily basis, the way of success if Digital. It is widely accepted that Digital enablers will assist you to meet the demands of your citizens and allow you to provide 24/7 access and integration.  This [...]

By | 2017-10-10T09:28:06+00:00 October 10th, 2017|Blog|0 Comments

Digital Improves Agent Value

It is a widely held belief that technical enablers are expensive, complicated and time consuming to install resulting in many councils being slow to modernise their service access and provision. This could not be further from the truth with simple engaging enablers readily available off the shelf as well as simple telephony upgrades that can [...]

By | 2017-09-27T09:05:25+00:00 September 27th, 2017|Blog|0 Comments

AI Levels the Playing Field for SME’s

  Recent studies have shown that by 2020 Chatbots will produce cost savings of over £6bn per annum for businesses. This is significant with the trend of 9-5 working becoming increasingly less.  Flexible time means consumers want flexible contact, which increasingly is out of core working hours. Improvements in Artificial Intelligence (AI) are helping to [...]

By | 2017-07-25T11:50:02+00:00 August 1st, 2017|Blog|0 Comments

Delivering Successful Self Service

  Public Sector organisations have a combination of shrinking budgets, rising costs and increasing demands, therefore delivery through self service has become essential and digital transformation is a necessity to improve service delivery at the same time as reducing costs.   The next 5 years will bring some huge challenges to the Public Sector.  We [...]

By | 2017-07-24T10:57:50+00:00 July 24th, 2017|Blog|0 Comments

Sky High – Are you working in the Cloud?

    We are constantly being asked whether we would help create what could best be described as a Local Government Digital Service: something that could help local authorities be better at using digital technology.   The simple answer, is yes.   Inherently Local authorities have received poor value for money from ICT, for reasons [...]

By | 2017-07-25T09:42:54+00:00 April 27th, 2017|Blog|Comments Off on Sky High – Are you working in the Cloud?
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