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Where to Start UK businesses with 200-2,000 employees are making three technology decisions in 2026 that will define how they communicate with customers and employees for the next...

Most platform guides for AI virtual agents fall into one of two traps. Either they recommend lightweight tools built for micro-businesses, or they push enterprise contact centre...

UK businesses miss, on average, around 25% of inbound calls across all sectors. In some industries, that figure climbs closer to half. Every unanswered call is a service failure,...

If you're reading this, the question probably isn't "should we get a receptionist?" You've likely had a virtual receptionist service running for a year or two, it's doing its job...

Ask ten vendors what the difference is between a chatbot and an AI virtual agent and you will get ten different answers, most of them designed to make their product sound more...

Consumer Duty has fundamentally changed the stakes for AI in financial services contact centres. Before July 2023, firms could deploy AI and measure success primarily through...

Fortay Connect helps UK financial services firms select and deploy the right AI technology for their contact centre - whether that is a chatbot, an AI agent, or a combination of...

Most mid-market businesses aren't running a communications stack. They're running several, bolted together over time, each added to solve a specific problem, none of them designed...

Most CX leaders deploying AI aren't worried about efficiency. They're worried about something harder to measure: whether their contact centre is starting to feel cold.

When it comes to customer engagement tools, the terms "chatbot" and "virtual agent" get used interchangeably. They shouldn't be. The distinction is fundamental to how you...