The big opportunity for SMEs is the ‘democratisation’ of their customer data; making it available to all in their organisation and understandable by everyone. Analytics is the key – it can truly help SMEs ‘level the playing field’ and help convert customer interaction data quickly and easily into knowledge and actionable intelligence. Early feedback…
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Why should resellers and service providers care about telecoms fraud? Telecoms fraud results in damages that are twice the size of credit card fraud – around $25 billion per year – and continues to grow. Added to this is the problem that Hosted UC and SIP service providers are already fighting to maintain high per-user…
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Traditionally, service providers have built their customer facing applications in-house to ensure they had both commercial and development control. Today’s service providers, however, are increasingly actively seeking to incorporate third-party developed products into their core services. This not only speeds up and boosts their go-to-market offerings, it also gives them a competitive advantage in a…
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More and more businesses of all sizes are now seeing and realising the benefits call management can offer. This is because call management, or call analytics as we refer to it, delivers immediate insight into customer interactions across the business and the service levels they are offering their customers. Call management also delivers insight around…
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