Sabio, the Contact Centre Specialist Transforming Customer Contact 

Blogs

Blogs

With around half of UK companies already using some form of cloud-based service within their business, it can seem surprising that less than a quarter have actually deployed a hosted solution within their customer contact operations.

Attending last week’s Avaya Technology Forum in Dublin it was great to witness the sheer scale and acceleration of innovation as Avaya commits to supporting its customers in achieving their digital transformation goals.

What is on the horizon?

Given that contact centre forecasting disciplines have been in place for the last 25 years, it’s probably fair to say that it’s an area where innovation has been slow to take hold.

It was great to attend Opus Research’s first Intelligent Assistants Conference in London last week, with the event clearly signifying the growing importance of intelligent assistants in supporting self-service.

It’s long been established that improving the customer experience is one of the digital age’s key battlegrounds however, introducing new business communications functionality is always challenging.

For the last couple of years we’ve been highlighting the potential of WebRTC (Web Real-Time Communication) - the Google-owned open source project that effectively turns the Web into a powerful open communication platform.

At a time when much of the momentum in terms of re-inventing the customer journey seems to be focused on activities at Google and Facebook, it was fascinating to see Microsoft detail its plans for intelligent engagement at its Build 2016 event last week.

For Sabio, transforming customer contact is all about operational excellence.

Or just Facebook’s next play to capture yet more of your digital day?