ChannelLife UK - Industry insider news for technology resellers

CCaaS / Contact Centre-as-a-Service stories

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This call will be recorded for its business insights
Thu, 6th Jul 2023
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ai
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ringcentral
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ccaas
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
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Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
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contact centre
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paas
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cloud services
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
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Contact Company selects Calabrio WFM to power BPO operations
Sat, 10th Jun 2023
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cx
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workforce management
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ccaas
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.
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Digital Island’s new workshop for superior contact centres
Tue, 9th May 2023
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contact centre
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cx
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digital island
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
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Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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contact centre
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ai
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nice
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
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Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
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cloud services
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managed services
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customer service
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
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CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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cx
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workforce
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nice
NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
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NICE named leader in Quadrant Knowledge’s 2022 CCaaS report
Fri, 24th Feb 2023
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cx
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contact centre
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omnichannel
NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.
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HotelPORT partners ComOps for better contact centre services
Tue, 7th Feb 2023
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ml
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cx
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digital transformation
The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.
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Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
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contact centre
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chatbots
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omnichannel
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
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NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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cx
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it automation
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ai
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
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Don’t let your CCaaS cloud migration cast a shadow over customer experience
Mon, 12th Dec 2022
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cloud services
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cx
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ccaas
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what’s the catch?.
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Avaya showcases metaverse tech at Gartner’s symposium
Wed, 9th Nov 2022
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contact centre
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paas
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cx
At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.
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NICE receives top Gartner scores for Digital Customer Service Centre
Wed, 26th Oct 2022
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contact centre
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gartner
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digital
NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.
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Silver Spring Pathfinder creates opportunities with Avaya
Mon, 17th Oct 2022
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cloud services
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avaya
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csa
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.
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Avaya and Alcatel-Lucent upgrade their strategic partnership
Thu, 13th Oct 2022
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cloud services
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network infrastructure
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network management
The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.
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Symbio consolidates TNZI business to support APAC expansion
Fri, 27th May 2022
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contact centre
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business
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tnzi
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
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Avaya and Alcatel-Lucent Enterprise form strategic partnership
Thu, 31st Mar 2022
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cloud services
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contact centre
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digital transformation
Avaya and Alcatel-Lucent Enterprise announce a strategic partnership to accelerate customers transformations to the cloud.
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GoTo launches a customer communications solution for SMBs
Thu, 3rd Mar 2022
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crm
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contact centre
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martech
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product.
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Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Tue, 17th Aug 2021
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crm
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contact centre
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martech
Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
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Gartner names NICE as leader in CCaaS for 7th consecutive year
Thu, 12th Aug 2021
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crm
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bi
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contact centre
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.
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Gartner names NICE inContact a cloud contact centre Leader
Mon, 16th Nov 2020
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crm
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bi
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contact centre
The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.
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Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
Thu, 12th Nov 2020
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crm
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contact centre
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martech
Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.
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NEC enters comms-aaS market with new partnership
Thu, 23rd Apr 2020
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uc
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contact centre
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crm
NEC pairs with Intermedia, launching innovative UC and CC solutions.