Ascensos, a leading, independent, customer service provider which is headquartered in Scotland, is continuing its international expansion with the announcement of a new base in Trinidad and Tobago. Launching in June 2023, the new operation in Trinidad and Tobago’s Capital - Port of Spain - will create 100 jobs initially, growing to 300 positions in its first three years.

For the next edition of our Tech editorial series, we will focus on all things ‘Automation’ for your Contact Centre – What is it? Why does it exist? Where does it go? And how do you know if you would benefit from it? We hear from our tech expert, James Connors (Quetzel), about his perspective on this topic.

For my first article as tech expert for the Customer Experience Foundation, I want to share my opinions and views of the state of the UK Contact Centre and CX industry in 2023 : both good and bad.

Alorica Inc has announced its expansion plans into Africa and Europe through the launch of its operations in Cairo, Egypt and Łódź, Poland. As one of the largest BPOs globally with 100,000 employees across 17 countries and 24 years of CX experience - Alorica continues to scale and diversify its best-in-class workforce, now with a presence in these new markets. Setting up operations in Egypt and Poland further enables the digital CX company to meet the growing expectations of multinational companies to deliver industry-leading business outcomes including multilingual customer care, revenue generation, content management & content moderation, tech support and CX consulting. Alorica plans to open for business in both countries during second quarter of this year.

The new technology will be integrated into their software later this year, enhancing their existing chatbot capability and enabling businesses to deploy complex automated chat solutions in their customer communications.

ChatLingual, provider of the world’s most comprehensible multilingual messaging platform, have united with Quantanite, a Customer Experience and Digital Outsourcing solutions provider for the world's fastest growing brands. ChatLingual will complement Quantanite’s CX and Digital Outsourcing offerings with their multilingual customer support operations, providing simple and more delightful customer and agent experiences in every language.

Multilingual messaging provider ChatLingual is thrilled to announce its partnership with HGS UK, a leader in providing world-class customer care and digital innovation for contact centre operations.

For the second part of our new editorial series we dig deeper into the Microsoft’s announced that they are entering the Global CCaaS market. This week we talk to Christopher Sly (Digital Expert at HGS UK) and Iain Banks (CEO at Ventrica) for their views and opinions on the effect this move will have, both on the market and the competition.

This summer, Microsoft announced they were entering the Global CCaaS market, and in doing so, are taking on established global cloud communication vendors and global business platforms. In this Editorial, we speak to Technology experts, Resellers, Vendors, and Users, and gather a range of views and opinions from across the Industry on the effect this move will have, both on the market, the competition, and possible or likely responses, where they may go with the technology, costs and pricing, and what this all means for the clients and their customers.

If you are a smaller contact centre it is quite normal to sigh wistfully at the bigger centres and wish you had their budgets for technology and resources. In our latest guest editorial by Carolyn Blunt (Growth & Client Success Director at Davies Learning Solutions) she talks about 5 shocking things she has noticed that even some big centres are not getting right!