What we are seeing across unified communications, contact centre, CX and AI, written by the people doing the work.
Law firms take the same calls every day and lose the ones that arrive out of hours. What an AI receptionist handles, what it should never touch, and where privilege comes into it.
Most AI policies exist on paper and fail in practice. What contact centre AI governance covers, which standards you will be asked about, and what gets signed before an agent goes live.
You no longer need to replace your phone system to put AI on your front door. That is the single biggest shift in this market over the past twelve months, and it is why we keep...
Yes, you can automate a legacy system without an API The short answer: Yes, you can automate work on top of a legacy system that has no usable API. The route is not a rebuild or a...
How to Budget for AI When the Price Model Is Shifting AI used to be simple to budget. You bought a licence, paid a fixed annual fee, and knew exactly what you were committing to....
AI Agents as Automations: What They Are and Where They Actually Work The term "AI agent" is appearing in every vendor deck and strategy conversation right now. Most of the...
What Comes After the Copilot Trial? A Guide for Regulated Financial Firms Most regulated financial firms that run a Microsoft 365 Copilot trial reach the same inflection point....
AI Voice Agents for Lenders: Where They Actually Pay Off, From Servicing to Arrears AI voice agents work in lending. But only when they are pointed at the right calls.
Can an AI Voice Agent Handle Insurance Claims Calls? Automating FNOL, IDV and Triage Yes. An AI voice agent can handle the early stages of an insurance claim call end to end:...
Are AI Voice Agents FCA Compliant? This article is for information purposes only and does not constitute legal or regulatory advice. Regulated firms should seek independent legal...
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