In the dynamic world of contact centres, where customer experience reigns supreme, the vital role of empowered agents becomes a game-changer. ContactBabel’s latest research report on agent engagement and empowerment, sponsored by Onecom, sheds light on the profound impact agent engagement has on various aspects of contact centre dynamics.

Onecom worked with File Dynamics to deliver an intelligent contact centre as a service solution. Utilising the latest technology from Five9 and Onecom's own Connect4Teams, all incoming and outgoing calls can now be made seamlessly through the Microsoft Teams platform, elevating the customer experience to new heights. Read the full case study to see the impact for yourself!