eGain to acquire Exony in omnichannel move


Marriage adds contact centre management and voice analytics in move to take the effort out of implementing omnichannel service

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The link between engagement and market share


Organisations performing well in customer engagement are more than twice as likely to have experienced an increase in market share

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Demand revs up vendor’s Fast-Track to the cloud


Avaya has escalated its efforts to get customers to fast-track to the cloud with the first of several sweeping initiatives

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Brands must crack social customer service to survive


Analyst predicts social customer service technology will become top investment priority as brands realise importance

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Employee wellbeing a key priority for business


The wellbeing of employees has soared up the list of business priorities for employers as companies increase drive to attract and retain high quality staff

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Consumers becoming more conscious of online security


Over half of online shoppers more conscious of security following wave of high-profile security breaches

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