Contact Centre stories - Page 15
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Channel UC enhances Microsoft Teams with Tollring’s Analytics 365
Fri, 7th Jul 2023
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uc
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data analytics
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hybrid & remote work
Analytics 365 from Tollring makes it easy for businesses to understand their people and customers using Microsoft Teams.
This call will be recorded for its business insights
Thu, 6th Jul 2023
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uc
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genai
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ai
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
Indara partners vHive for AI-driven software solutions
Thu, 6th Jul 2023
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saas
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uc
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digital transformation
Indara Digital Infrastructure announces partnership with vHive for their AI-driven digital twin programme, including drone technology.
RingCentral completes global first, rolls out compliant cloud phone services in India
Wed, 5th Jul 2023
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uc
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contact centre
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phone
RingCentral becomes the first global cloud provider to offer fully compliant cloud phone services in India, following regulatory verifications.
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Zepto appoints Rich Miller as Chief Technology Officer
Wed, 5th Jul 2023
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uc
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fintech
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digital twins
Zepto makes groundbreaking appointment with Rich Miller as new CTO, bringing his illustrious career and fintech expertise to the company.
Alcatel-Lucent launches Microsoft Teams integration
Wed, 21st Jun 2023
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uc
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connector systems
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voip
Alcatel-Lucent Enterprise announces the launch of Rainbow Telephony, designed to interface with Microsoft Teams.
Verint empowers contact centre users with engagement data insights
Sat, 17th Jun 2023
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uc
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cx
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martech
Powered by Verint Da Vinci AI, Verint engagement data insights delivers no code, training, or self-service data access 24/7.
Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
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uc
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paas
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cx
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
AI Chatbots and the Importance of Automated Testing
Tue, 13th Jun 2023
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uc
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cx
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martech
Over recent years, there has been a significant and noticeable rise in the use of chatbots across a wide variety of industries.
Contact Company selects Calabrio WFM to power BPO operations
Sat, 10th Jun 2023
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uc
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cx
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martech
Contact plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base.
NICE launches next big leap of CX platform Enlighten
Wed, 7th Jun 2023
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uc
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cx
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martech
NICE introduces three new AI solutions, combining generative AI tech and CX data to improve customer service engagement and operational excellence.
Demand for intelligent virtual assistants spurs conversational AI market
Fri, 2nd Jun 2023
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uc
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martech
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omnichannel
Rising demand for AI-powered customer support services, omnichannel implementation, and lower chatbot development costs is driving market growth.
Symbio Holdings announce partnership with Microsoft Teams
Fri, 26th May 2023
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saas
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uc
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voip
Symbio Holdings announces the launch of its Operator Connect for Microsoft Teams solution in Australia, New Zealand, and Singapore.
Are your communications just good enough or great?
Thu, 25th May 2023
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crm
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uc
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voip
Collaboration solutions may not be good enough for customer communications, but RingCentral for Microsoft Teams is.
Video: 10 Minute IT Jams - An update from Digital Island
Tue, 16th May 2023
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uc
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contact centre
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techday
Leon Sheehan, CEO of Digital Island, joins us today to tell us more about Digital Island, its new workshop offering, and what the company expects for 2023.
Alcatel-Lucent Enterprise brings together ANZ partners at Connex23
Fri, 12th May 2023
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uc
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network infrastructure
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partner programmes
Building on the successes of past ALE Connex flagship events, this year, Connex23 brought together more than 50 partner organisations from the ANZ region.
M-Files enhances integration with Microsoft Teams, Outlook
Wed, 10th May 2023
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uc
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microsoft
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collaboration
The new offerings provide knowledge workers with improved collaboration experiences to empower connected workforces.
Digital Island’s new workshop for superior contact centres
Tue, 9th May 2023
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uc
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cx
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martech
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
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Amelia Adds Two Senior Sales & Channel Alliances appointments in ANZ
Tue, 9th May 2023
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uc
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it industry
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avaya
Amelia, an enterprise AI leader, has appointed Brendan Maree as Senior Sales Director and Samuel La Macchia as Director of Partners and Alliances.
NICE comes out on top of QKS's workforce engagement management report
Thu, 4th May 2023
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uc
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cx
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martech
NICE has announced that it has been recognised as the Technology Leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix: WEM report.