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Half of customer service calls fail due to contact center background noise

4 years ago By Real Wire

London, UK; 26th September 2022: Almost half of customer service calls are abandoned due to contact center background noise, with 42% hanging up immediately when they detect the noise.

That’s according to the team behind IRIS Clarity, the AI-powered voice isolation app, which surveyed 1,000 consumers across the UK and US around their interactions with contact centers. The results are compounded by the fact that while all respondents indicated they use voice channels in some way for their customer service inquiries, more than half (54%) said they only use it for critical issues — making voice a premium that is demonstrably failing to deliver.

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The Top Tech Items to Get Your Employees

4 years ago By Eleanor Hecks

Technology increases at such a rapid rate that it’s difficult to stay on top of new devices and changes in the industry. However, there are some tech gadgets that benefit your employees and help improve the way you run your business.

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Cockroach Labs Defines its Vision for the Serverless Database at RoachFest 2022

4 years ago By Real Wire

Leading cloud database vendor releases migration tools, the general availability of CockroachDB serverless and integrations with HashiCorp's Vault and Terraform, as well as Vercel

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Skilled Staff Shortage and Cybersecurity Concerns Drive “Super Growth” In IT & Business Services M&A, Says Hampleton Partners

4 years ago By Real Wire

London, UK – 21 September 2022. The latest global IT & Business Services M&A Market report from Hampleton Partners, the international M&A and corporate finance advisory firm for technology companies, reveals that sector transaction volume reached a record 699 deals in 1H2022, a massive 92 per cent increase year-on-year.

Miro Parizek, founder and principal partner, Hampleton Partners, said: “Many IT services players are buying up providers in niche areas to fill in gaps in domain expertise and experienced specialists.

“In parallel, staff shortages have compelled CIOs to outsource tasks to managed service firms, which are therefore now in high demand and valuable.

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Virtru data protection solutions approved for G-Cloud 13 Framework

4 years ago By Real Wire

UK public sector organisations can now procure Virtru’s proven Zero Trust data encryption solutions for secure communications and increased productivity

UK - 21st September 2022: Virtru, a global leader in data protection, today announced its acceptance and approval onto the G-Cloud 13 Framework, the latest version of the UK Government’s procurement platform for suppliers of cloud hosting, software and support services to the public sector.

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Endace Announces Compact, Ruggedized EndaceProbes that Bring Powerful Network Visibility and Monitoring to the Network Edge

4 years ago By Real Wire

Recent widespread zero-day compromises and the looming White House mandate for 72 hours of packet capture drives the need for higher performance from network core to edge

London, UK – September 20, 2022 – Citing the importance of increased visibility before, during, and after a cybersecurity incident, Endace today announced a new series of next-generation EndaceProbe Platforms for continuous, high-speed packet capture at network edge and branch locations.

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87% of communications service providers believe their 5G investments and rollouts could be more efficient and optimized

4 years ago By Real Wire

New TM Forum global industry survey of CSPs reveals 62% are now turning to ‘Network Lifecycle Automation’ (NLA) to help optimize 5G investments and achieve specific business outcomes

Paris, France – 20th September 2022 – Infovista today welcomed the findings of a new industry survey by TM Forum on the use and benefits of the automation of tasks and processes from across different phases in the 5G network lifecycle. The global survey reveals for the first time, the progress made by CSPs in realizing the blueprint of Network Lifecycle Automation (NLA), and the benefits expected or already achieved when implementing this new systematic approach.

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How Big Data Is Used to Strengthen UX

4 years ago By Eleanor Hecks

How you build and design your website, you should always have UX (user experience) at the forefront of your processes.

Without a good focus on UX, you may end up with a website that keeps visitors from engaging with your small business. Yet, a site that establishes long-term relationships with customers is key to growth and profitability.

Though most experts say UX is fundamental to online business success, maintaining a high-quality user experience at all times is no easy feat. One way to ensure the user experience is meeting user expectations is by analyzing your big data results.

Here are some ways business owners use it to improve UX.