Posts about AI

Your network is doing more heavy lifting than ever before. Cloud applications, hybrid working, video conferencing, connected devices and AI-powered tools all depend on fast, reliable connectivity. The good news is that mid-sized organisations don't need an enterprise-level budget to build a network that performs. They need a smart, scalable design built on the right foundations.

Choosing a contact centre platform as a mid-sized business is a balancing act. Customers expect the connected, responsive service associated with much larger brands, but your IT and operations teams have less time, budget and specialist resource. The right solution should therefore simplify the technology estate, improve customer and agent experiences, and scale without adding unnecessary cost or complexity.

Discover how to turn Microsoft Teams calling into an AI-powered customer engagement experience Watch the recording for independent industry insight, real-world examples and a demonstration of how AI, intelligent routing and modern contact centre technology can help deliver better customer experiences.

Your advisors probably answer the same questions many times a day. When's my bin collection? Has my payment gone through? Has my repair been booked? Each one is quick to deal with, but together they fill the queue, and the people who need more help wait alongside them.

AI is opening up new opportunities for organisations, but it’s also creating new challenges for security teams. As attackers increasingly use AI to automate attacks, bypass controls, and exploit vulnerabilities at scale, understanding the risks has never been more important.

Back in May 2023, the government announced that £240 million would be made available for GP practices to buy and install cloud-based phone systems, pitched as a way of addressing the “8am rush” of patient calls.¹ Three years on, that funding round has closed, and the picture looks very different: the vast majority of practices have made the move, and cloud-based telephony is now something practices report on as standard, rather than something they apply for. This article reflects on what the programme achieved, what's required of practices now, and why the PSTN switch-off means this still isn't a topic to file away.

Ask any GP practice manager about their biggest operational headache and you'll usually hear something about peak-time call volumes, the 8am rush being the most familiar example. Phones ringing off the hook the moment reception opens, patients redialling in frustration or stuck in a queue for long periods, and a reception team trying to triage, book and reassure all at once.

A practical guide to helping organisations adopt AI with confidence, covering leadership, data readiness and safe, responsible implementation. AI is finding its way into everyday work, often in ways business leaders didn’t foresee It’s being used to speed things up, reduce friction and help people keep pace, often without much visibility beyond the individual or team involved.

How TeamsLink is evolving into an AI-powered omnichannel contact centre, and what it means for your organisation Expectations aren’t slowing down. Teams are being asked to do more with less. At the same time, the way we manage conversations is changing fast, driven by AI, data, and growing compliance demands.