Deciding Between UCaaS & CCaaS for Your Organization

Agent Working in a Call Center

If you’re looking for a cloud-based solution that facilitates multi-channel communication, UCaaS and CCaaS are two of the main options. But what’s the difference? And how do you choose between them to get the best option for your organization? Read on as we define both solutions in clear terms and discuss which is right for you.

Introducing Avaya AI Virtual Agent Enhanced

Hand Starts AI

Avaya has announced a new update to its AI Virtual Agent platform, called Avaya AI Virtual Agent Enhanced. It offers expanded conversational AI capability. But what does that mean for your organisation? And how can it be used to improve productivity and the customer experience? Read on as we take a closer look…

Are Gen Z More Tolerant of Bad Customer Service?

Customer Shopping in Clothing Store

Service is selling, or so the saying goes. But is that true for all demographics? According to a recent report from Coveo, customer service is less important for younger customers compared to older generations.

Microsoft 365 Copilot: Redefining the Future of Work

In today’s fast-paced world, we all strive to find purpose and meaning in our work. We yearn for the opportunity to create, innovate and make a difference. However, the reality is that we often find ourselves consumed by mundane tasks that drain our time, creativity and energy. To reconnect with the soul of our work, we need a whole new way to work. That’s where Microsoft 365 Copilot comes in. 

Direct Routing vs Operator Connect – Which is Best for You?

Smiling businesswoman with laptop and headset for video call

If you want to make and receive calls through Microsoft Teams, Direct Routing and Operator Connect are two of the options available. The question is – which is best for you?

There are many factors to consider, such as legacy integration, deployment speed and cost. In this article, we’ll help you decide which route is ideal for your organization by outlining both options and the key differences.

Is Microsoft Operator Connect Right for Your Organization?

Businessman in city using cell phone

If you’re looking for a simple, cost-effective, and scalable way to connect your phone system to Microsoft Teams, then Microsoft Operator Connect is a great option.

As a certified Operator Connect partner, Aura can help you understand how Operator Connect works, what features it has, and how it can benefit your organization.

Read on as we take a closer look.

Future of Customer Service: Could AI Replace Humans?

Business people and humanoid AI robot sitting and waiting for a job interview

From chatbots to ChatGPT, artificial intelligence (AI) has gone from a futuristic idea to a very real part of everyday life. That’s certainly true for customer service, where AI is used to streamline the customer journey, personalise their experience and reduce the workload of customer service operatives.

The question – as with any advancing technology – is what’s next? In this post, we’ll discuss whether AI could replace humans in customer service.

Solving Communication Challenges for Finance Organisations

Using Financial Data

Finance is one of the largest industries in the world. But it requires the right communication infrastructure to keep it ticking. All too often, finance organisations are held back by substandard technology.

In this post, we’ll discuss some common communication issues for financial institutes and how to solve them.