Popular stories shared among locked-down agents, business leaders and our loyal readership are on AI, acquisitions and a brand new smile function from Google this week. Didn’t have a chance to read through them all? Don’t worry, we’ve done the leg work for you and selected our top five popular articles from last week. Enjoy!
Talkdesk Vacation Now to Help Tourism Sector
Talkdesk has announced a new COVID-19 relief and recovery solution designed to help travel and hospitality companies ready their contact centres in preparation of the surge of customer demand.
Talkdesk Vacation Now transitions contact centres to the cloud in as little as 24 hours and equips agents with best-in-class tools to work from anywhere.
Tiago Paiva, chief executive officer, Talkdesk, said: “Customer experience has never been more important than it is now, as customers look to the brands they love and trust to help them reset, refuel and restart their lives. As consumers prepare to leave their homes to visit loved ones, see the world and celebrate life again, Talkdesk will be there to help the travel and hospitality industry deliver fast, personal experiences for every customer.
HSBC Continues WFH Drive
HSBC has moved 1,200 employees to permanent remote working contracts in the UK.
Up to 70% of the bank’s 1,800 call centre workers based across Britain has decided not to return back to their offices, workforce union Unite announced.
The move is the biggest indictor yet of the nation’s financial sector’s changes to be enforced as the country continues its robust, world-leading vaccination programme.
HSBC’s move to base some staff permanently at home goes further than most of its rivals, which are opting for a mixed approach with hybrid models in place.
Weston is Teaming Up With 8×8
Weston, the leading international technology distributor, has announced today the launch of a distribution agreement with 8×8, a recognised leader in integrated cloud communications and contact centre solutions.
The partnership will allow 8×8 to distribute worldwide while also providing Westcon’s partner with best-in-class UCaaS and CCaaS public cloud solutions via a wholesale model.
John DeLozier, Senior Vice President & Global Channel Chief at 8×8, said: “Westcon has an exemplary global track record delivering maximum value and success for its partners. We see great value partnering with the leading technology distributor as it is strategic to our channel-first efforts in the UK and Europe.”
Avaya Expands Its Digital Contact Centre Capabilities
Avaya, a global leader in solutions to enhance and simplify communications and collaboration, has announced the expansion of its Avaya OneCloud™ CCaaS contact centre solution into forty countries.
The expansion will offer thousands of organisations globally digital capabilities to better connect customers and employees across any touchpoint, modality, device, and channel.
The key component of the AI-powered Avaya OneCloud experience platform is OneCloud CCaaS which encompasses workstream collaboration, unified communications, and communications platform as a service solutions.
Cisco Shares Their Accelerating Digital Agility for Recovery Report
The company took data and insights from 23,000 CIOs and IT decision makers across 34 global markets and much of it circled back to one major aspect – agility. Here, CX Today takes a closer look.
Agility transcends to speed, but pace with efficiency, and this is vital, Cisco says, not only during remote working times but should businesses choose the hybrid working model also. Businesses must transform their work infrastructure to obtain the all-important rapid response. This will, the company says, “reimagine their applications, secure data, and empower their teams”.
“This rapid response has now given way to focus on how we deliver the technology required for an inclusive recovery. We need to be able to both react to sudden changes, and also use technology to drive transformation. Digital agility will be essential, not just for our return to work but also for the new normal of hybrid work, digital collaboration, and a cloud-first operating model.”
