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Celfocus One Net adds Contact Centre capabilities to Vodafone UK

This latest addition to the One Net portfolio continues to expand and evolve One Net in the Unified Communications market in the UK with a very simple license model proposition.|Category:News

---Module:text|Size:Small---| One Net Call Centre is a. bolt-on service to One Net. aimed at businesses that look for greater control over how they communicate with their customers.…

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Addressing diversity from a unified perspective

Nowadays, being connected is not just calling family, chatting with a friend or participating in personal and business group chats. It’s about having all of this together in a single place, accessible from any device.|Category:Insights

Nowadays, being connected is not just calling family, chatting with a friend or participating in personal and business group chats. It’s about having all of this together in a single place, accessible from any device.…

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Vodafone Ireland: TOBi, AI-powered virtual assistant

Vodafone partnered with Celfocus to create TOBi, a virtual assistant that offers a comprehensive set of features designed to enhance customer interactions and streamline operations.|Category:Case Studies

The solution offers: Cost Effciency: decrease of 42K euros in agent handovers and direct calls on Call Centre. Operational Effectiveness: an average of 100K interactions per month; 60% full resolution rate & 99.9% uptime, ensuring continuous availability.…

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A Da(il)y in the life of a SCRUM Master. Covid-cut.

The Scrum Master is described as a true leader who serves the Scrum Team and the larger organisation.|Category:Insights

---Module:text|Size:Small---| I invite you to join me in this daily stand-up led by Filipe, a fictional scrum master dealing with some not-so-fictional situations in those short 15 minutes of a call. (Filipe). Alright, who’s next? (Filipe’s thoughts).…

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A single customer view regardless of the channel

Supporting organisations to quickly and easily implement digital customer onboarding experiences that can be fully managed and updated by the business stakeholders.|Category:Insights

Call-centres, physical point of sale, website, mobile App, chatbots, IoT: the customer data generated in all these and any other existing channels should always be updated and consistent.…

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Celfocus at the APCC 2024 International Conference

Celfocus was present at the 21st APCC International Contact Center Conference, an event that focused on the influence of Artificial Intelligence on customer experience.|Category:News

To fulfill this mission, it is essential to have an excellent team and a service platform that meets the demands of a contact center, which manages more than 186 thousand calls annually.…

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What has been the impact of GDPR for organisations?

The General Data Protection Regulation became effective on May 25th 2018.|Category:News

Subscribers were subjected to advertising calls after an error that kept them off a do-not-call list, provided to third-party advertisers, and by not having appropriate measures in place to respond to data subject’s requests to unsubscribe from the unwanted…

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CELFOCUS Omnichannel

Connectivity has deeply changed how we interact with others|Category:Offers & Solutions

It covers sales and customer care scenarios for Assisted Channels (shops, call centres, partners, and field engineers) and Non-Assisted channels (eShop and self-care), supported by a common and smart platform, for a seamless cross-channel experience.…

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What is Optichannel? Part 2

Optichannel strategy recognises that every channel is different and that they aren’t all well suited for every interaction.|Category:Insights

More and more companies in these sectors are opting by shutting down their call centres, maintaining only online channels for orders and bookings to not having to deal with long queries in the call centre when it comes to deciding on product options, holiday…

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More human-beings, less human-doings: Engage in meaningful connections

Building an ecosystem that supports continuous development of our leadership capabilities|Category:News

We will call these challenges “heat”. Maybe you can recall a time in which you felt too stressed and anxious towards a challenge that was too demanding, or that in the face of which you felt unsupported.…

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Co-founded Projects | Celfocus

Dive in the Celfocus projects supported by the European Commission.

In one word, achieve what we call Virtualisation – effectively have a separation between business and the “real” systems supporting it. Presenting a more reliable and effective system without having to rebuild all the existing ecosystem.…

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Cognitive Care

From Insight to Action: Leveraging Cognitive Operations for Business Success|Category:Offers & Solutions

Assisting customer service representatives by providing instant recommendations for relevant information and solutions during calls allows them to effectively resolve issues on the first call.…

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Celfocus showcases next-gen Agentic AI at Google Cloud Day Lisbon

As a Google Cloud Gold Partner, Celfocus delivered a forward-thinking session about Agentic AI.|Category:Insights

Call thousands of tools and remote agents using MCP and A2A protocols. Integrate seamlessly with Python or Java via SDKs.…

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Revenue Management:Shock and awe

It’s that time of the month, you’ve just received your telecommunications bill. What you feel next is a whole other story.|Category:Insights

Rather than waiting for inevitable upset calls from customers, we help CSPs anticipate these calls and give them the possibility to reach customers first and ease these concerns.…

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Seizing the opportunity: From Open Banking To Open Finance Part 1

The end of a long-standing monopoly on consumers’ data.|Category:Insights

The call for banks to reinvent their business models has never been more urgent. |---Module:text|Size:Small---| The Data Democratisation has begun. PSD2 brought increased competition and innovation into the financial services sector.…

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Leveraging the monetization potential of data

CSPs seeking to generate more value beyond connectivity increasingly see anonymized customer data as a high-value asset to be monetized, providing significant benefits to its enterprise customers and partners.|Category:Insights

For example, a unified communications service platform managed by the CSP could report to an enterprise customer not only on their key performance indicators, such as average call handling times, but also on how their company compares to others.…

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Vodafone Business UK: Unified Communications solution

A differentiated UC solution that provides more than Voice and seamlessly integrates all interactions regardless of the device or location, supporting low initial costs and reduced TCO in line with a cloud-based architecture.|Category:Case Studies

Project solutions: One Net Core, Call Centre add-on. Vodafone Business UK Unified Communications solution Case Study. Download. Vodafone Business UK Unified Communications solution One Pager. Download. You might also like: Visit us on. Offers & Solutions.…

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Keeping a track on customers

Digital has contributed to a rising number of channels through which customers get in touch with the operator. An integrated, functional, cross-channel experience is achievable with the right platform.|Category:Insights

It covers sales and customer care scenarios for Assisted Channels (shops, call centres, partners and field engineers) and Non-Assisted channels (eShop and self-care), supported by a common and smart platform, for a seamless experience.…

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(H)i, Robot.

A RPA software never sleeps, it is flawless and saves time on operational, repetitive processes.|Category:Insights

Attended robots are suitable for Service Desk, Help Desk and Call Centre processes. Unattended robots. : operating autonomously, they can be scheduled to run anytime and remotely, in a virtual or other dedicated machine.…

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API-Centric vs. ESB-Centric? Why not both?

The Digital Way is revolutionising how companies use technology.|Category:Insights

This new way, may we call it the Digital Way, is revolutionising how companies use technology, adopting new ways of doing things and maximising their capabilities.…

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Banking customer relationship reinvention

Banks want customers to see them as a partner for life, so they need to deliver additional value.|Category:Insights

Unlike other industries, Telcos’ primary channel was the call centre, instead of stores. The Telco company that had the best CRM solution was the one that was able to serve their customers better and this way gain market margin.…

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Today’s digital world calls for rethinking the future of networks – FutureNet World 2022

Today’s digital world calls for rethinking the future of networks – FutureNet World 2022|Category:News

Today’s digital world calls for rethinking the future of networks – FutureNet World 2022. Today’s digital world calls for rethinking the future of networks – FutureNet World 2022.…

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The Largest Data Breach in History

In an article published in 24 Notícias, Cybersecurity expert Gonçalo Breda analyses the record-breaking data breach that exposed 16 billion credentials, revealing deep flaws in digital security and the urgent need for a proactive, strategic defence approach.|Category:Insights

But to call it an "incident" is to understate the severity of what has occurred. It was a seismic event, a stark warning about the fragility of the digital defences we rely on.…

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A virtual welcome to Celfocus

Arriving mid-way through the pandemic.|Category:News

---Module:text|Size:Small---| Our daily life has become something different from what we used to call normal - it is a new normal, as we hear all over the news.…

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25 Years of Promoting “Moments of Reflection and Awareness Around Healthy Habits”

In a featured interview with Human Resources, Dídia Gabriel, Communication & People Experience Director at Celfocus, shares her insights on how over the past 25 years, Celfocus has been continuously adapting its well-being strategy to meet emerging needs.|Category:News

After all, different times call for different measures, and well-being is built through a culture of collaboration and sharing.…

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Safaricom: Delivering diversity with CELFOCUS Order Management

Orchestrating all requests on a single platform, CELFOCUS Order Management provides Safaricom with a flexible, swift and transparent order management process that reduces time-to-market.|Category:Case Studies

After more than a decade of using previous versions of the product, Safaricom felt the need to call for an extended product availability offered by the latest version to cater to a large flow of requests that require highly demanding order processing.…

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Digital Billing Monetization | Celfocus

Embracing Digital Billing for Seamless Operations|Category:Offers & Solutions

Massive reduction in billing complaints and call centre costs. Improvements in NPS. Massive simplification of the BSS stack as well as operations, by removing system duplication. Acceleration. Ending postpaid billing cycle restrictions.…

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Thriving in the digital ecosystem

Embracing iterative software delivery approaches to drive CSPs to challenge an unparalleled digital competition.|Category:Insights

They privilege customer interactions over digital channels, instead of the typical physical stores and call centres, fostering instant interactive experiences.…

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Cognitive Operations

From Insight to Action: Leveraging Cognitive Operations for Business Success|Category:Offers & Solutions

Using Large Language Models to elevate customer experience and automate customer interactions, providing more natural and accurate answers and resolving issues efficiently (sentiment analysis, intent recognition, call summarisation, real-time troubleshooting…

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Seizing the opportunity: From Open Banking To Open Finance Part 2

|Category:Insights

Call for Input. was announced in 2019 by the Financial Conduct Authority (FCA) into Open Finance, which keeps being updated. Therefore, Open Finance should be seen as an extension of Open Banking.…

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Blockchain: It’s all a matter of rewards

Lately, it seems like blockchain is everywhere. The hype swings a lot like the value of crypto coins, but only a few can take this trend and turn it into something more tangible.|Category:Insights

The first “miner” to solve these problems and to validate the block under the established business rules (called “smart contracts”) is rewarded. The “miner” concept may or may not be implemented into a blockchain network.…

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Presenting a data-centric proposition to customers

Celfocus is excited to be part of the development of Clear Mobile, Vodafone Ireland’s new mobile operator.|Category:News

-Module:text|Size:Small---| To respond to an increasing customer demand for more value-added, flexible and data-centric propositions, especially among younger generations of users, Vodafone Ireland has launched Clear Mobile – a mobile operator that offers calls…

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Changing the 5G experience landscape – Meet us at DTW 2022

Celfocus will take part on the next Digital Transformation World (DTW) powered by TM Forum and held in Copenhagen, from 20 to 22 September where the most powerful conversations and connections happen with a powerful proof of concept: Zero Touch and Autonomous experience for 5G.|Category:News

---Module:text|Size:small---| With a 30-year heritage in bringing together the minds behind innovation and growth in the industry, TM Forum calls out all change-makers to share their know-how, ground-breaking products, and business innovation once again at…

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What can’t be seen at (remote) naked eye

Working from home may be a new trend that many of us dreamed of without knowing exactly what it means in terms of productivity or how to maintain healthy work habits.|Category:Insights

We may think that blurred video calls and distorted voices are the main reason why some introverted people tend to stay apart… but this is not the major factor. Accepting their silence is.…

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IoT Smart Applications

Taking to New Heights CSPs’ IoT Journey|Category:Offers & Solutions

However, the average number of text messages and voice calls has shrunk due to the proliferation of Over-The-Top (OTT) messaging apps and VoIP service providers, which use the internet to provide their services and deliver content.…

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Social engineering and the importance of cybersecurity

To improve the future, we must look at the past and understand what went well and what didn’t. In the cybersecurity domain, this is no different.|Category:Insights

As far as vishing is concerned, it refers to attacks made via phone calls, which are increasingly frequent and have even happened to several of my colleagues.…

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What is Optichannel? Part 1

The ability to communicate and support a customer journey using the channel that is best for them given their overall objective.|Category:Insights

This offers the customer a ‘seamless experience’ even if he first calls, then sends an email, and then starts a chat. Over the past years, omnichannel has indeed turned into the holy grail of customer experience (CX), but evolution doesn’t stop here.…

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