06 February 2017

TeleWare has announced a collaboration with Teesside University to share knowledge and further drive innovation through a Knowledge Transfer Partnership. Through the KTP, the business communications technology specialist says it will work closely with the university’s leading academics to create “cutting-edge solutions that answer real business needs”.

The partnership will focus on Big Data, machine learning and customer analytics. These are said to be key areas for both organisations in 2017. 

TeleWare says machine learning is a large part of its CX Analytics platform as the technology can learn best practices and then deliver those insights back into businesses. 

The company says it is also increasingly looking at how customers interact with businesses, be it through traditional call centres, social media, web chats or other channels. The KTP examines the best way to collect data from interactions with customers and analyse them to enhance their experiences.

Throughout the two-year partnership, TeleWare will gain access to research expertise from Dr. Yifeng Zeng and Dr. Claudio Angione from Teesside University’s School of Computing. In addition, AI specialist Dr. Teng Fu will be based with TeleWare full time, ensuring that the company has permanent access to a highly-skilled member of staff.

“To maintain a technological advantage, businesses today must gain insight from a range of different sources including the latest academic thinking and theories,” says Dr. Geoff Archer, head of knowledge exchange at Teesside University. “This will allow them to more fully understand the needs of their customers and their industry.”

KTPs are part funded by Innovate UK, an executive non-departmental public body sponsored by the Department for Business, Energy and Industrial Strategy.