News and Insights

The housing sector faces increasing pressure to deliver better customer service with limited resources. Tenants expect rapid,...

A target operating model (TOM) is essentially a blueprint that defines how an organization should operate to achieve its strategic...

In the fast-paced and competitive landscape of today's business world, the significance of customer experience cannot be overstated.

Developing an effective customer service strategy is crucial for businesses looking to build strong customer relationships, enhance...

When conducting a UC review of different solutions, it's important to consider various factors to ensure that the chosen system aligns...

Secure Access Service Edge (SASE) is a network architecture that combines wide-area networking (WAN) capabilities with security functions...

Enhance Communication Channels: Provide multiple communication channels for customers to reach out and receive support. This can include...

A telecommunications consultant is a professional who provides expert advice and assistance to individuals, businesses, or organizations...

A zero trust network is a security concept and framework that assumes no inherent trust between users, devices, or networks. It requires...

In recent years, digital communication and collaboration tools have become essential for businesses around the world. Among these tools,...

In today's fast-paced and digitally driven world, businesses are constantly seeking innovative solutions to enhance customer service....

For many years the contact centre and CRM platforms have been discrete. You needed your CRM to manage and sort your customer data and to...

We have created the following tips to ensure you get a great customer service strategy: Define The Problem - Be Specific. It is...

In this time of uncertainty, keeping the ‘lights on’ has been the challenge for many customer service centres, but that doesn’t need to...

We’ve all heard it, “working from home is going to become the new normal”, “the workplace will never be the same again”, “businesses...

Soniza have won a major global retailer. The project includes a review of all communications technology and specific business processes....

Soniza has won a new client providing business support services to over 1,000 clients. Our commission is to review the technology,...

If the media are to be believed, we are heading into a second lockdown, it may not be quite yet but it sounds like it’s coming and by all...

Prior to COVID19 hitting the UK, a telecoms procurement could take somewhere between 3 months – 6 months. Since March Soniza has run 5...

As we are easing out of lockdown it is good to take a moment to reflect on how organisations and their customers managed the crisis. When...

Soniza have won a new housing association client based in the North East of UK. The project is to help drive digital transformation...

The contact centre market has always moved in cycles as technology allowed it to, from the days of Siemens, Nortel and Avaya owning the...

In a world where customer service can be the difference between success and failure, what really makes the difference? The answer is very...