Industry news

he majority of customer service agents (85%) are not looking forward to returning to contact centers and would rather work full-time at home.

In the latest survey conducted by AI cloud company ASAPP, contact center operations are reportedly thinking of new ways to make their agents more successful in their jobs.

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Six years on from the UK’s Brexit vote, the majority of security professionals say leaving the EU has raised concerns over their ability to keep their organisations safe

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Digital innovation division of incumbent telco and monitoring software provider go live on partnership to simplify, add intelligence to and automate service operations using AIOps.

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A global poll of senior business leaders reveals the UK is doing better than other countries in terms of how its organisations report ESG data, but there is still room for improvement.

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Vodafone is expanding the range of cloud providers it works with, as it embarks on a multi-year revamp of the infrastructure underpinning its European operations.

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As its name suggests, ESG Book is in the business of environmental, social and governance (ESG) data. It provides a platform geared towards making such data accessible, consistent and transparent so financial markets can use it to determine the allocation of capital to sustainable and higher impact assets. The round was led by Energy Impact Partners (EIP), with Meridiam and Allianz X, and Allianz.

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Scottish Water plans to invest up to a £100m over the next 5 years in Internet of things technologies that will help it to better predict problems in its waste water infrastructure, lessening the impact on customers and helping it to achieve its net-zero carbon emissions targets.

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Supported by the United Nations, CGI has launched a new research programme in partnership with several leading universities. The programme, Sustainability Exploration Environmental Data Science (SEEDS), has been designed to challenge thinking and practice around sustainability and low carbon business models.

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Outsourced customer service solutions provider FM Outsource is celebrating its 10th year in business, following a sustained period of growth.

Over the past three years, the business’s revenue has soared by 67% due to its work supporting prominent household names, including Hotel Chocolat, FedEx, Pret A Manger, and Superdrug.

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Global cloud communications platform Infobip and telecommunications company BT Group is partnering to offer to scale, design, and orchestrate personalized customer experiences across communication channels in the United Kingdom (UK).

Through this partnership, businesses will have access to Infobip’s entire suite of customer engagement solutions — including SMS and RCS — which enables brands to deliver rich, branded messages via an SMS inbox, WhatsApp and Facebook Messenger.

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