Contact Centre stories - Page 28
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.
NICE integrates cloud-based, AI-powered CXone into Google Cloud
Wed, 24th Nov 2021
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uc
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data analytics
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hyperscale
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.
How to identify MS Teams sprawl and work towards an optimal digital environment
Mon, 22nd Nov 2021
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uc
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data analytics
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martech
Microsoft Teams sprawl, the uncontrolled overflow of data, is becoming a problem for businesses. Learn how to manage it effectively.
RingCentral unveils new Microsoft Teams enhancements and BYOC
Fri, 19th Nov 2021
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uc
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microsoft
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voip
Global enterprise cloud communications provider RingCentral has unveiled a new set of phone capabilities to the Microsoft Teams platform.
Blue Prism to integrate with AWS, using AI and machine learning for on-demand intelligent automation
Wed, 17th Nov 2021
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uc
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hyperscale
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public cloud
Blue Prism and Amazon Web Services have partnered to revolutionize how businesses implement intelligent automation.
Genesys and Google Cloud extend partnership, build future of digital customer service
Tue, 16th Nov 2021
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crm
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uc
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data analytics
Genesys and Google Cloud have expanded their partnership to connect customer support and experiences in a digital world.
COVID-19 era sees consumers calling for dynamic digital experiences
Tue, 16th Nov 2021
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uc
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martech
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digital entertainment
Half of consumers have increased their digital engagement with businesses during the pandemic, with video chat preference surging 300%, says Vonage research.
Zscaler launches 'digital experience' solution for better unified comms
Fri, 12th Nov 2021
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uc
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hcm
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voip
Zscaler enhances ZDXTM with new UCaaS application monitoring and digital workflow service integrations for improved employee collaboration.
Poly updates its Microsoft Teams Room Solutions, enhances global collaboration
Fri, 12th Nov 2021
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uc
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hcm
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microsoft
Poly introduces updated Poly Room Solutions for Microsoft Teams Rooms, offering premium audio and video for any room size with Poly DirectorAI technology.
Meta deepens integration between Facebook Workplace and Microsoft Teams
Fri, 12th Nov 2021
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uc
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partner programmes
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microsoft
There will be two new integrations that will help businesses who use both Workplace and Microsoft Teams to communicate more easily with their employees.
A day in the life: How Poly technologies support the flexible hybrid workforce
Thu, 11th Nov 2021
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uc
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digital entertainment
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hybrid & remote work
Bondi Beach frames the perfect start to the day - a walk, a coffee, breakfast, and the ability to work from her home office with the technologies she needs.
Microsoft's entry into metaverse tainted by Facebook's Meta rebrand
Tue, 9th Nov 2021
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uc
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ar, vr & metaverse
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microsoft
Microsoft's announcement juxtaposes the genuine potential of Mesh for Microsoft Teams with widespread criticism of Facebook's rebranding as Meta.
How to choose the right strategy for a data migration
Mon, 8th Nov 2021
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uc
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voip
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contact centre
Every migration requires careful strategy, thoughtful planning, a detailed migration checklist, and communication throughout.
Cybercriminals increase attacks on vulnerable retailers as global supply chain crisis worsens
Thu, 4th Nov 2021
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uc
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ddos
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digital signage
Cybercriminals are increasing attacks on retailers amid the global supply chain crisis, warns cybersecurity firm Imperva.
8x8 delivers new XCaaS enterprise capabilities for improved collaboration
Thu, 4th Nov 2021
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crm
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uc
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martech
8x8 enhances its eXperience Communications as a Service (XCaaS) platform with new features to boost productivity and customer satisfaction.
Microsoft Cloud at Ignite 2021: Metaverse, AI and hyperconnectivity in a hybrid world
Thu, 4th Nov 2021
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uc
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hybrid cloud
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public cloud
Microsoft CEO unveils updates for Microsoft Cloud at Ignite 2021, focusing on the Metaverse, AI, and hyperconnectivity. Over 90 services and updates introduced.
New Relic launches first-of-its-kind developer experience, joins forces with Microsoft
Fri, 29th Oct 2021
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uc
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devops
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partner programmes
New Relic launches CodeStream, a developer experience bringing observability and code collaboration to IDEs, following its acquisition of CodeStream.
Cloud, sustainability, digital adoption - APAC tech predictions for 2022
Thu, 28th Oct 2021
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uc
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hybrid & remote work
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cleantech
Digital government services, anywhere-work arrangements, sustainability practices, and cloud first strategies are predicted as leading trends in Asia Pacific.
New Zealand employees uncomfortable with monitoring technology
Thu, 28th Oct 2021
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uc
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hcm
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data privacy
New Zealand employees are pushing back on monitoring technology when working from home, according to research from Unisys.
How artificial intelligence impacts business transformation
Tue, 26th Oct 2021
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uc
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data analytics
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digital transformation
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
BitTitan launches migration discovery solution for Microsoft 365
Mon, 25th Oct 2021
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uc
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migration
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microsoft
BitTitan has launched its subscription-based Migration Discovery Solution, providing assessment tools for Microsoft 365 tenant-to-tenant migrations.