P&O Ferries says it will increase call centre efficiency by up to 30 per cent using a workforce management system. The passenger fleet operator is also hoping to improve staff work/life balance. ...
Amazon's cloud-based chatbot meant that more staff time could be devoted to value-add services
Call recording is a requirement in the healthcare and financial services industries
Cloud IP platform can detect disruptions to user experience through a mean opinion score
Video is important, but technical complexity and cost hold people back from investment
Historical records often point to a network component like a router, rather than the actual root cause