Contact Centre stories - Page 18
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.
Verint empowers contact centre users with engagement data insights
Sat, 17th Jun 2023
#
uc
#
cx
#
martech
Powered by Verint Da Vinci AI, Verint engagement data insights delivers no code, training, or self-service data access 24/7.
Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
#
uc
#
paas
#
cx
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
AI Chatbots and the Importance of Automated Testing
Tue, 13th Jun 2023
#
uc
#
cx
#
martech
Over recent years, there has been a significant and noticeable rise in the use of chatbots across a wide variety of industries.
Contact Company selects Calabrio WFM to power BPO operations
Sat, 10th Jun 2023
#
uc
#
cx
#
martech
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.
NICE launches next big leap of CX platform Enlighten
Wed, 7th Jun 2023
#
uc
#
cx
#
martech
NICE introduces three new AI solutions, combining generative AI tech and CX data to improve customer service engagement and operational excellence.
Demand for intelligent virtual assistants spurs conversational AI market
Fri, 2nd Jun 2023
#
uc
#
martech
#
omnichannel
Rising demand for AI-powered customer support services, omnichannel implementation, and lower chatbot development costs is driving market growth.
M-Files enhances integration with Microsoft Teams, Outlook
Wed, 10th May 2023
#
uc
#
microsoft
#
collaboration
The new offerings provide knowledge workers with improved collaboration experiences to empower connected workforces.
NICE comes out on top of QKS's workforce engagement management report
Thu, 4th May 2023
#
uc
#
cx
#
martech
NICE has announced that it has been recognised as the Technology Leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix: WEM report.
Yellow.ai launches generative AI driven DAP and rebrand
Thu, 27th Apr 2023
#
uc
#
cx
#
martech
Yellow.ai launches its Dynamic Automation Platform with generative AI, reducing operational costs by 60%. Rebranding includes new logo and website design.
CPaaS market set to reach $60 billion by 2032 - FMI
Thu, 27th Apr 2023
#
uc
#
healthtech
#
agentic ai
Future Market Insights expects sales in the Communications Platform as a Service market to reach USD $60 billion by 2032.
.webp)
Ramco Systems appoints senior leaders for its Global Payroll Business
Fri, 21st Apr 2023
#
uc
#
surveillance
#
cx
Ramco Systems has appointed Paul Nikhil Prasad as Business Head of Managed Payroll Services to contribute to its HR and Payroll business growth.
Gartner names NICE Customers Choice in 2023 Peer Insights
Thu, 20th Apr 2023
#
uc
#
cx
#
martech
Gartner has named NICE a Customers Choice in the 2023 Peer Insights Voice of the Customer for Contact Centre as a Service.
Regional Contact Centre established for Ukraine refugees
Fri, 14th Apr 2023
#
uc
#
healthtech
#
contact centre
According to UNHCR, more than 8 million Ukrainian refugees were recorded across Europe by the end of February 2023, a year after the war began.
Vonage named Leader for conversational cloud by Opus
Tue, 11th Apr 2023
#
edutech
#
uc
#
digital transformation
Vonage named Leader by Opus Research in Conversational Cloud report for its comprehensive cloud communications solutions.
NICE announces the spring 2023 release of AI-powered CXone
Tue, 4th Apr 2023
#
uc
#
cx
#
martech
NICE delivers AI-powered CX to accelerate smart self-service adoption while improving employee engagement and efficiency with the new release of CXone.
Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
#
uc
#
cx
#
martech
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
.webp)
Cohesity appoints Kit Beall as CRO
Wed, 22nd Mar 2023
#
uc
#
data protection
#
dr
Kit Beall joins Cohesity as Chief Revenue Officer (CRO) from VMware, bringing over 30 years of experience in enterprise tech.
Ontinue hires cybersecurity experts for leadership roles
Thu, 16th Mar 2023
#
uc
#
firewalls
#
digital transformation
Managed detection and response division Ontinue has appointed Craig Jones and Gareth Lindahl-Wise as VP of Security Operations and CISO, respectively.
Digital twin market yet to reach full potential - report
Thu, 9th Mar 2023
#
uc
#
digital twins
#
agentic ai
The market for digital twins has grown by 71% from 2020 to 2022, with over half of manufacturers developing or planning to develop a digital twin.
The next-generation simulation engine
Wed, 1st Mar 2023
#
uc
#
digital twins
#
apm
Simul8 has developed a next-generation digital twin engine, combining process mining and machine learning for more accurate simulations and decision-making.