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The Divergence of UC and CC

Are Unified Communications and Contact Centre Converging? It’s the kind of thing analysts and pundits love to talk about....


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Tags: Contact Centre, Jonathan Zemlik, Article

Real-time and Predictive Analytics

Stop what you’re doing and grab someone in marketing! This month’s theme of predictive analytics is probably one of the most...


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Tags: Contact Centre, Jonathan Zemlik, CX Today,

Predicting the Contact Centre Future

The pandemic has changed our views and experiences of so much it’s almost difficult to remember what “normal” was. As the...


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Tags: Contact Centre, Jonathan Zemlik, CX Today,

Unifying Voice & Digital Interactions in 2021

Remember the good old days? When the phone was the only way to interact with the contact centre? You could only queue as many...


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Tags: Contact Centre, Jonathan Zemlik, CX Today,