Contact Centre stories - Page 20
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.
New Zoom virtual agent aims to transform customer support
Thu, 26th Jan 2023
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uc
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cx
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martech
Zoom Virtual Agent is an intelligent conversational AI and chatbot solution using natural language processing and machine learning to resolve customer queries.
Forget 2030, we need the contact centre of the future now
Mon, 23rd Jan 2023
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uc
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hybrid & remote work
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contact centre
Small and medium-sized enterprises (SMEs) are more in need of next-generation contact centres now than ever before.
NICE recognised in new cloud-based contact centre report
Fri, 20th Jan 2023
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cloud services
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contact centre
DMG Consulting has recognised NICE in its Worldwide Cloud-Based Contact Infrastructure Market Share Report as a market share leader.
Don't allow bad data to ruin your digital twin plans
Thu, 19th Jan 2023
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virtualisation
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uc
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data analytics
Organisations need data management tools to root out poor quality data and stop it from influencing virtual simulations.
Genesys unveils strategic collaboration agreement with AWS
Thu, 12th Jan 2023
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uc
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hyperscale
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public cloud
The partnership aims to empower organisations to accelerate their digital transformation and cloud customer experience strategies.
Human service, AI and analytics top contact centre trends
Fri, 6th Jan 2023
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uc
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data analytics
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ai
As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI.
What MSPs need to know about work migrations
Thu, 22nd Dec 2022
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uc
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migration
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voip
End users en masse have turned to applications like Microsoft Teams, Zoom, Slack, Google Hangouts and other workplace collaboration tools.
NICE launches ElevateAI, an AI as a Service (AIaaS)
Fri, 16th Dec 2022
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ElevateAI will provide on-demand access to NICE's unrivalled CX data and AI via developer-friendly APIs, to improve customer interactions.
NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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uc
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cx
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martech
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
Genesys appoints Olivier Jouve as new Chief Product Officer
Fri, 9th Dec 2022
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uc
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cx
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martech
Genesys appoints Olivier Jouve as Chief Product Officer and Barbara Holzapfel as Chief Marketing Officer to further enhance customer experience strategies.
Genesys named cloud contact centre leader by Frost & Sullivan
Wed, 30th Nov 2022
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uc
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cx
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martech
Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both CX and EX.
NICE named Technology Leader in 2022 SPARK Matrix for VoC
Thu, 10th Nov 2022
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uc
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cx
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martech
NICE has been recognized as a Technology Leader in the 2022 SPARK Matrix for Voice of the Customer (VoC) Platform report.
Avaya showcases metaverse tech at Gartner's symposium
Wed, 9th Nov 2022
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uc
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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.
Freshworks integrates conversational AI in CX/CRM solutions
Fri, 4th Nov 2022
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crm
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uc
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cx
The upcoming launch includes updates to Freshchat, Freshdesk, Freshmarketer and Freshsales to help companies automate the entire customer lifecycle.
Penrith City Council utilises NICE CXone platform for CX ops
Wed, 2nd Nov 2022
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uc
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digital transformation
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cx
Penrith City Council selects NICE CXone to enhance customer service operations, improve reporting capabilities, and support digital transformation.
Hands-on Review: Poly Voyager 4320 UC headset
Thu, 27th Oct 2022
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gaming
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uc
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digital entertainment
The headset is made from black plastic with a flexible metal headband, which can extend to fit. Even when extended, the headband feels very robust.
NICE enables enterprises to achieve greater consumer understanding
Wed, 26th Oct 2022
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uc
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it automation
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ai
NICE has announced its industry breakthrough as the first to orchestrate synchronous and asynchronous interactions at scale.
NICE receives top Gartner scores for Digital Customer Service Centre
Wed, 26th Oct 2022
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uc
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contact centre
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customer service
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
Mon, 17th Oct 2022
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uc
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cloud services
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avaya
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.
Avaya and Alcatel-Lucent upgrade their strategic partnership
Thu, 13th Oct 2022
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uc
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network infrastructure
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iot
The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.