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Constant communication
Constant global communication from anywhere, at any time, 24 hours a day is often cited as the way of the future but you need the telecommunications infrastructure in place to enable this to happen, otherwise you might as well use tin cans. Tony Dennis investigates if Next Generation Networks, which can run voice or data traffic and provide extra bandwidth, might provide this |
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Virtualised agents
Many financial services firms have numerous, disparate contact centres, often operating across multiple technology platforms in different geographies. These can service different client sets ranging from students phoning in for an overdraft to high net worth individuals who want to check their savings. Vivienne Rosch examines if financial institutions are up to the challenge of providing a unified service, regardless of the channel, and if a virtualised concept can merge customer data to give agents a single view |
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Born to roam free
Employees are increasingly abandoning their desks and embracing a more nomadic way of working using Fixed Mobile Convergence (FMC) technology to free them from the typical nine to five grind. Duncan Jefferies examines if this technology is advanced enough yet to allow substantial numbers of financial services employees to truly roam free or if mobility is set to remain a minority interest for the time being
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