Contact Centre stories - Page 22
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.
How businesses can better adapt to meet the changing demands of customer experience
Wed, 1st Dec 2021
#
crm
#
uc
#
data analytics
The pandemic has had a significant impact on customer experience in businesses, highlighting the need for digital transformation and personalised solutions.
Microsoft's entry into metaverse tainted by Facebook's Meta rebrand
Tue, 9th Nov 2021
#
gaming
#
uc
#
digital entertainment
Microsoft's announcement juxtaposes the genuine potential of Mesh for Microsoft Teams with widespread criticism of Facebook's rebranding as Meta.
Microsoft Cloud at Ignite 2021: Metaverse, AI and hyperconnectivity in a hybrid world
Thu, 4th Nov 2021
#
uc
#
hybrid cloud
#
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.
Okta releases new Workflows to simplify identity management
Tue, 19th Oct 2021
#
uc
#
devops
#
apm
Okta launches Okta Workflows as standalone offering, allowing customers to automate complex identity-centric business processes.
Genesys looks to humanise customer experiences with latest release
Fri, 8th Oct 2021
#
crm
#
uc
#
cx
Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.
Microsoft begins Windows 11 rollout, but there's wait for Android apps
Wed, 6th Oct 2021
#
uc
#
microsoft
#
windows
Microsoft launches Windows 11, the first major update in six years, with a phased and measured rollout to eligible devices.
Microsoft and LinkedIn share latest data, product innovations for hybrid work
Thu, 16th Sep 2021
#
uc
#
hybrid & remote work
#
microsoft
Microsoft and LinkedIn have unveiled new research and product updates to support organizations in adapting to hybrid work.
BlackBerry enhances Microsoft 365 cybersecurity integration
Mon, 13th Sep 2021
#
uc
#
hybrid cloud
#
partner programmes
BlackBerry UEM and Microsoft 365 customers can enjoy a secure version of modern authentication in the cloud, in addition to on-premises environments.
Q&A: Nemesysco explores the future of voice analytics
Fri, 20th Aug 2021
#
uc
#
healthtech
#
contact centre
Voice analytics could be the key to supporting employee wellness, according to Lior Doron, Director of HR Solutions at Nemesysco.
McAfee Enterprise integrates with Microsoft Dynamics 365 to strengthen cloud security
Wed, 18th Aug 2021
#
uc
#
cloud security
#
casb
MVISION Cloud for Dynamics 365 provides an advanced set of security tools that are delivered via API, enabling holistic security controls across Dynamics 365.
Microsoft Teams, ServiceNow, Gmail, Jira integrated for risk and compliance with 6click
Wed, 11th Aug 2021
#
saas
#
edutech
#
uc
Microsoft Teams, ServiceNow, Gmail, Jira and others can now be integrated with 6clicks for risk and compliance processes.
DDoS attacks plateau in second quarter - Kaspersky
Wed, 4th Aug 2021
#
uc
#
ddos
#
email security
DDoS attacks have decreased by 38.8% compared to Q2 2020, with China leading in SSH attacks but losing ground overall, says Kaspersky.
Proofpoint delivers advanced data loss prevention for Microsoft Teams
Mon, 7th Jun 2021
#
uc
#
partner programmes
#
casb
Proofpoint has become a certified data loss prevention partner for Microsoft Teams, allowing for real-time data security and compliance.
Security issues persist as organisations struggle to manage data and cloud
Thu, 3rd Jun 2021
#
malware
#
uc
#
dr
More than four fifths of businesses remain concerned about the security risks of remote working, according to a report by Thales.
Interview: The intersection of technology and infrastructure amidst COVID-19
Tue, 18th May 2021
#
uc
#
digital transformation
#
software development
TechDay spoke to Bentley Systems executives Mark Coates and Phil Christensen, who discuss how technology has changed within the infrastructure industry.
Why the rise of containers has created a vulnerability crisis
Tue, 27th Apr 2021
#
uc
#
firewalls
#
network infrastructure
The rapid adoption of cloud services has brought new cyber threats. Read how Sophos' Cloud Optix tackles container vulnerabilities.
The sky's the limit: Serko & Booking.com bring corporate travel to life
Thu, 22nd Apr 2021
#
uc
#
public cloud
#
microsoft
With travel comes the requirement for flights, rental cars, and hotels. Behind all of that is a Kiwi success story by the name of Serko.
Egnyte ensures greater security across Microsoft 365 with latest integrations
Mon, 19th Apr 2021
#
uc
#
multi-cloud
#
healthtech
Egnyte launches new integrations with Microsoft 365 for improved insight and security, targeting mid-sized organisations.
The mirrored world: Digital twins redefine business intelligence
Mon, 29th Mar 2021
#
uc
#
martech
#
supply chain
Accenture's Technology Trends 2021 report reveals how digital twins and AI are shaping the future of business and intelligence.
8x8 experiences significant growth driven by channel-first strategy
Fri, 12th Feb 2021
#
uc
#
partner programmes
#
contact centre
8x8 has announced it is experiencing strong channel momentum and growth driven by the 8x8 integrated cloud contact centre and communications product.