We commissioned a survey of over 2,000 consumers within the UK to understand what challenges people encountered when attempting to chat to a company on the phone and discovered that one in five people who call a company doesn’t actually get through. Even worse is that 35% of the consumers surveyed that didn’t get […]
As Excelien continues to grow its vendor eco-system becoming working with 8×8 as one of its fasting growing partners. 8×8 has offered a solution to all shapes of companies from SMB to Enterprise, from finance to legal to public and globally across 100+ countries. 8×8 can deliver unified communication services as well as contact centre […]
If your company has a presence across multiple locations, the term SD-WAN should have come across your desk. As companies move away from traditional compute to the Internet and the cloud, the conventional way of building WANs has become outdated. Costs for MPLS have been too expensive, service configuration commonly known for their poor punctuality […]
The use of Artificial Intelligence (AI) and Machine Learning (ML) has never been higher with current spend more than $35.7 billion in 2019 and predicted to more than double by 2022 to $79.2 billion. Excelien looks into how AI will make an impact in 2020 in the Contact Centre space, looking into growing trends and […]
Research from the leading cloud-based telephony providers finds six in ten (59%) consumers have stopped shopping with a retailer due to poor customer service in-store, on the phone, or online. The most common issue is that queries are not being solved quickly enough. Consumers are continually experiencing being “passed around the houses” and having to […]
