SaaS vendors unite! “No one gets sacked for buying…..” There was a time, not so long ago when contact centres bought all their contact centre management and workforce optimization software from one of the big boys. NICE, Verint, Avaya, CISCO, Genesys, Calabrio to name a few. As a buyer of such software when I worked…

Is your team having conversations with customers through Intercom? Relying on reactions and customer feedback alone can be a risky business. Do you actually know what your customer service reps are saying to customers? With the majority of Intercom users having hundreds of chats a day, it’s hard to understand the quality of those conversations and the…