Soniza win a new Housing Client

Soniza have won a new housing association client based in the North East of UK. The project is to help drive digital transformation within the business in order to increase communications efficiently. The strategy will be looking at both front and back office, optimising workflows and processes to increase efficiency across the business. The project includes, Contact Centre, Unified Communications, A.I., CRM, line of business applications and the future of customer contact. We're looking forward to a great project. The Soniza Team

The evolution of contact centre suppliers.

The contact centre market has always moved in cycles as technology allowed it to, from the days of Siemens, Nortel and Avaya owning the market, where ACD and reporting was ‘cutting edge’ to Cisco, Mitel and Genesys offering data (email) integration to the already established voice platforms, but what now… Times are rapidly changing…. Today’s market is a very different place. There are some of these legacy players, but there are some new entrants on the block, 8X8 are making huge headway, Five9, Talkdesk, NICE InContact are all gaining a share of the market while forcing rapid change with great innovative offerings. We had a client recently who wanted a procurement asking ten different manu

Understanding the service you offer and optimising it

In a world where customer service can be the difference between success and failure, what really makes the difference? The answer is very clear, get the basics right. First point resolution Update customers even if you don’t have an answer Use the right technology Manage the solution through facts and data Sounds easy, right? Wrong! The amount of work that needs to happen in order to get these fundamentals right is extraordinary. The first thing to do will be to work out what sort of contact centre you want to offer your customers? Some examples are below: A Centre of Excellence - This involves highly knowledgeable agents, latest technology and large investment from the business. The centr

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