IVR is a powerful tool for managing call queues and improving customer satisfaction, but it requires regular maintenance for optimal use. Testing is essential to ensure security, functionality, and performance of the system. Here are the different types of IVR testing tools needed for an efficient and successful system: 1. Automated IVR testing tools automate […]
The U.K. government is conducting an initial investigation into the collaboration between Amazon and Anthropic to determine if it will reduce competition. This investigation follows a similar probe into Alphabet’s partnership with the AI startup. In March, Amazon completed a $4 billion investment in Anthropic, known for its Claude LLM family, which competes with OpenAI’s […]
The UK technology sector is facing challenges when it comes to diversity, equity, and inclusion (DEI), as evidenced by recent organisational closures. Women Who Code, the Tech Talent Charter, and Girls in Tech have all shut down due to funding issues. Experts believe that economic, financial, and political pressures are contributing to this struggle, with […]
In a recent survey conducted by data analytics firm SAS, Australian organisations were ranked fourth in terms of their use and implementation of generative AI. The survey found that 63% of Australian businesses are currently utilizing generative AI, which is higher than the global average. While Australia sits behind China, the U.K., and the U.S. […]
Ofcom has issued a warning that social media companies will be mandated to address disinformation and hateful or violence-provoking content in response to a series of racist riots in the UK. Following the tragic stabbing of three girls in Southport on July 29, 2024, false rumors circulated on social media claiming the perpetrator was an […]
IVR banking is a common and convenient way for customers to access their bank accounts and perform various tasks such as checking balances, updating information, and changing PINs without the need to speak to an agent or visit a physical branch. This technology also benefits banks by reducing routine customer service inquiries and providing services […]
Properly attributing the marketing channels that generate phone calls is essential for maximizing ROI. Call tracking software helps businesses identify where their calls are coming from, allowing them to determine which marketing strategies are effective and which ones are not. While there is an initial cost to implement call tracking software, the potential for increased […]
Advanced Computer Software Group, a software supplier, is facing a potential fine of £6.09m for not implementing appropriate cyber security measures to protect personal data stolen by the LockBit ransomware gang in August 2022. The attack caused disruption to NHS trusts and other social care bodies using Advanced’s services. LockBit accessed Advanced’s network using legitimate […]
In August, Python solidified its position as the number one programming language in the TIOBE Programming Language Community Index. Python’s percentage increased from 16.12% in July to 18.04% in August, marking a significant jump. This follows a year-over-year increase of 4.71%. The top 10 list saw some movement towards the bottom, with SQL continuing its […]
Avoiding overspending is a common pitfall when managing diverse IT environments that combine on-premise software, cloud apps, and SaaS. Software Asset Management (SAM) is evolving beyond basic inventory audits, presenting new challenges and complexities. Kumaravel Ramakrishnan, ITSM marketing director at ManageEngine, emphasizes the importance of expertise in navigating the «grey area» of SAM, especially as […]
In 2022, Australia experienced significant cyber security breaches involving telecommunications provider Optus and private health insurer Medibank, impacting millions of Australians. These breaches led to increased focus on cyber security by regulators and businesses. The Optus data breach was caused by a coding error in the access controls of a dormant API, allowing a cyber […]
Developer joy is central to Atlassian’s approach to productivity. The Australian tech company boasts around 5,000 engineers globally and is known for its competitive software products. Atlassian believes that happy developers are more productive, rather than relying on traditional productivity metrics that can be challenging to measure and often lead to counterproductive outcomes. Measuring developer […]
Pipedrive and Salesforce both offer advanced technology and scalability in customer relationship management. Pipedrive is known for its affordability and user-friendly platform that focuses on intuitive sales processes, while Salesforce is a feature-rich cloud-based software with robust AI tools for marketing and sales solutions. Depending on your business needs, budget, and technical expertise, one of […]
Norway’s datacentre industry is undergoing significant changes due to the end of tax breaks and increased focus on energy efficiency. More companies are now investing in smaller, energy-efficient facilities in anticipation of potential taxation changes after the 2025 parliamentary elections. The Centre and Liberal parties, popular among voters, have expressed concerns about energy efficiency and […]
Contact center agents are often the first point of contact for customers, so it is crucial to make a good impression. However, monitoring remote call center agents can be challenging. Quality assurance (QA) focuses on understanding customer feedback and improving overall quality. Here are some strategies to enhance quality and measure results effectively: 1. Gamification: […]