CCaaS / Contact Centre-as-a-Service stories
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The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
Verint launches open CCaaS platform offering flexibility
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
Contact Company selects Calabrio WFM to power BPO operations
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.
Digital Island’s new workshop for superior contact centres
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
Forrester names NICE Contact Centre as a Service Leader
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
Espria and Five9 to provide cloud contact centre solutions
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
CXone used by more than one million agents and supervisors
NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
NICE named leader in Quadrant Knowledge’s 2022 CCaaS report
NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.
HotelPORT partners ComOps for better contact centre services
The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.
Zoom Virtual Agent launch promises big things for ANZ businesses
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
NICE launches Enlighten AutoSummary to deliver seamless CX
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
Don’t let your CCaaS cloud migration cast a shadow over customer experience
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what’s the catch?.
Avaya showcases metaverse tech at Gartner’s symposium
At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.
NICE receives top Gartner scores for Digital Customer Service Centre
NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.
Silver Spring Pathfinder creates opportunities with Avaya
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.
Avaya and Alcatel-Lucent upgrade their strategic partnership
The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.
Symbio consolidates TNZI business to support APAC expansion
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
Avaya and Alcatel-Lucent Enterprise form strategic partnership
Avaya and Alcatel-Lucent Enterprise announce a strategic partnership to accelerate customers transformations to the cloud.
GoTo launches a customer communications solution for SMBs
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product.
Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
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.
Gartner names NICE as leader in CCaaS for 7th consecutive year
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.
Gartner names NICE inContact a cloud contact centre Leader
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.
Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.
NEC enters comms-aaS market with new partnership
NEC pairs with Intermedia, launching innovative UC and CC solutions.