As 2023 comes to an end, we wanted to take a look back at some of the innovative technology and hot topics that have been in the spotlight over the last 12 months.

How organisations can deliver a fast and effective rollout to a cloud-based voice service.

BT continues to enhance its Contact Centre-as-a-Service (CCaaS) portfolio as we see growing demand for the best possible experience at the most important customer touchpoint for enterprises. It’s a market sector that’s expected to more than treble in value by 2030, and it’s easy to see why.

The in-queue experience is an emotive issue that has a big impact on customer satisfaction and brand trust. It’s time for a rethink, to make digital dealings easier.

Fraud and cyber security: fraudsters exploit weaknesses in voice solutions. Learn how you can step up your telecom fraud prevention to deliver secure communications.

Facing fraud from every angle, contact centres need to adopt an end-to-end security strategy that keeps them thoroughly protected.

Legally binding targets are shaking up sustainability drives across businesses, bringing digital technology to the forefront of a more environmentally friendly future.

Retailers need to find new powerful ways to attract, retain and convert customers if they’re going to stay competitive.

Digitalisation shouldn’t just be limited to processing automation – it can significantly improve customer experience.

With the help of instore wi-fi, retailers can capture valuable information about their customers for a range of transformative benefits.

With changing workforce behaviours, how do organisations today find a way to retail and distribute critical knowledge?

How can retailers cut through complexity to make omnichannel fulfilment simple and effective while keeping costs low?