Category Archives: Press Releases

15th March 2018

OMNIAGENTS, UNICORNS AND OTHER FANTASTICAL BEASTS – Sesui talks omnichannel at the Call and Contact Centre Expo

Sesui, the bright British innovator of award winning cloud call management software, will attend the Call and Contact Centre Expo (London ExCel, March 21 to 22) to talk unicorns, along with that most mythical creature of all… omniagents.

Manveer Mangat, Sesui CTO explains: “Omnichannel’s been a buzzword for a few years now, but in asking each agent to do it all, we’re asking for the impossible… omniagents. That one contact centre agent with the linguistic ability to be a gifted email writer, snappy Tweeter, capable call agent and vibrant video agent – all at the same time. You’d be correct in thinking they’re not just rare; they’re fictitious. And I’m afraid we’d have to agree.”

Mr Mangat added: “The reality is that contact centres need to evolve into customer experience hubs where no one agent is expected to do it all. Instead, specialised agents work together sharing data and insights, often remotely, to provide a more personalised 24-7 customer experience.”

Pursuing a true omnichannel strategy involves more than just creating a long list of “contact us” options. Taking the stage on Wednesday 21st, theatre 8 at 15:30, Mr Mangat will discuss his Top 5 Tips for getting omnichannel right:

1. Know your customer – blend traditional with digital channels
2. Know your business – match your channels to your operation
3. Know your agent – try skills-based routing
4. Be flexible – run distributed contact centres and offer flexible working
5. See the big picture – use real time reporting

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9th January 2018

UK Doctors Call for Flexible Working through the Cloud

One in five UK doctors feel their current work life balance is poor, and almost half (49%) believe current demands are unsustainable, according to new research from cloud communications provider Sesui.

The research – released today by Sesui, a Queen’s Award winner for Enterprise in Innovation – is detailed in a special report exploring how remote working through the cloud could help tackle the chronic GP shortage.

Based on research with 100+ UK doctors, and in-depth interviews with thought leaders across the NHS, the paper discusses how to make work, work for GPs in the face of rising workloads and mounting reforms for a 24/7 NHS. It outlines the transformative role of cloud communications: in enabling GPs and clinicians to work remotely, and in joining-up primary care providers to deliver integrated care.
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