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As Chief Product Officer of Vonage, the US-based internet telephony service provider, Omar Javaid is well-versed in the communications industry and its direction. Discover how Vonage tracks customer sentiment and why it's placed highly in the company's success metrics, as well as the importance of...

I’ve got a theory. It’s based on very little evidence. More rumour and more hearsay. Large teams can’t innovate. There, I said it. Stick a load of people together and human nature tends toward the mean, the average. It’s like the wisdom of the crowds,...

Nearly every new tech startup launched this year will fail within 12 months. So said Mat Shore, founder of global training and innovation firm, Outside In[1]. Just one in 100 new tech businesses will survive more than 12 months trading; the rest will fail because,...

Do you want to pick fruit and vegetables for a living? No? Nor do most Britons, it seems. One of the unforeseen-but-obvious-in-hindsight Brexit consequences is that it turns out to be mostly foreigners who show up here at certain times of year and pick our...

In the early days of ContactEngine I liked to show off. In many ways showing off is a professional requirement for a CEO in an early stage tech firm. Looking back, many of the things I said were utter nonsense – however, one line that has...

We’ve recently been considering the field of linguistics more at ContactEngine: what it is, why we should care, and how we can use it to our advantage. I talked briefly in my previous post about the way language is medium-dependent and context-dependent – it varies...

A little over a year ago, the UN published its annual World Population Prospects report (1). It makes for interesting reading. Turns out we’re a fertile bunch: population today stands at a little over 7.6 billion souls and the report projects that this will increase...

We are pleased to sponsor HotTopics.ht's 'Beyond Technology' series. In this episode, David Elliott, SVP Marketing at True Value, discusses how technology improves the relationship between brands, employees and consumers....

Building a Proactive Retention Strategy explains how telcos can use data-driven approaches to increase the efficacy of churn reduction strategies. The paper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive. Contents of Building a...

Every year, just before my mind wanders to which taverna I’ll frequent, or I admonish myself for the bottle of raki I’ve yet to consume, I eagerly await the publication of OFCOM’s latest league table. Now, you might find this a strange preoccupation for someone who...

We are pleased to sponsor HotTopics.ht's 'Beyond Technology' series. In this episode, Stuart Hemphill, SVP of Customer and Operational Services at Southern California Edison, explains how the utilities industry is catching up with customer-centricity....

Linguistics is, in my moderate experience, a widely and grievously misunderstood subject. People know it has something to do with language; from there, assumptions tend to branch off into two disparate but equally misinformed areas. First, that linguistics is learning how to speak other languages...

Recently I wrote about Google's impressive-seeming Duplex AI voice assistant demonstration[1]. I said that although it seems magical, the trick depends on constraining the robot within very narrow parameters. Duplex is designed for "scheduling certain types of appointments" and that's it. By closing down the...

Laura van Beers interviews Chris Reed, Professor of Computer Science & Philosophy at University of Dundee, on his expertise in the fields of argumentation theory and artificial intelligence. Chris has been working at the overlap between argumentation theory and artificial intelligence for two decades and specialises...

First published on FirstCapital.co.uk The machines will not take over the world. There, I’ve said it. I do not believe computers will ever become sentient. They won’t dream, fall in love or express the emotions of a new parent holding their child for the first time. They...

The trouble with being curious and working in technology is that the whole work-life balance evaporates. So ContactEngine's journey through AI inevitably became my personal journey too. I don't mean to boast, but in my spare time I'm building a house. It's not often you do...

Press Release May 30, 2018 Washington, D.C.: ContactEngine Inc., the AI-powered customer conversation platform, today announced a strategic technology partnership with Appian (NASDAQ: APPN), a leading low-code and business process management platform provider, to further enhance the Appian Intelligent Contact Center™ Platform (ICC). The partnership with ContactEngine marks ICC’s first...

Earlier on this year we had the privilege of becoming one of the chosen few to join the Microsoft ScaleUp Programme, based in London. I’ve always been an admirer of Microsoft – it’s my most trusted IT brand in fact – so I was very...