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.
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.
Microsoft Teams users sharing business-critical information
Tue, 11th Oct 2022
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uc
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microsoft
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voip
There is an urgent need for greater backup for Microsoft Teams, with users sending confidential and critical information via the platform.
Vectra Protect team finds Microsoft Teams vulnerability
Fri, 23rd Sep 2022
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uc
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phishing
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email security
The Vectra Protect team identified a post-exploitation opportunity in August, allowing malicious actors to steal valid user credentials from Microsoft Teams.
Jabra launches AI-powered SaaS solution for contact centres
Thu, 22nd Sep 2022
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saas
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crm
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uc
Engineered to transform contact centre call experiences, the solution employs AI technology that provides real-time insights to improve customer calls.
Salesforce introduces new Customer 360 innovations
Thu, 15th Sep 2022
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crm
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uc
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data analytics
Salesforce has introduced new Customer 360 innovations, which are set to provide companies with better automation and intelligence technologies.
Zoom expands its platform by adding Zoom Team Chat feature
Wed, 14th Sep 2022
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uc
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open source
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hybrid & remote work
Chat technology helps dispersed teams consolidate workflows, gain efficiencies, and enable people to work better together.
ConvergeOne a Cisco Gold Partner, receives Powered Service designations
Fri, 9th Sep 2022
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crm
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uc
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network infrastructure
ConvergeOne renews its Cisco Gold Partner status and achieves Powered Service designations across key Cisco solutions.
RingCentral #1 across all use cases in 2021 Gartner report
Fri, 9th Sep 2022
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uc
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cloud services
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voip
Gartner ranks RingCentral #1 for all unified communications use cases in the 2021 Critical Capabilities report.
1/3 of IT decision makers rely on gut feel when choosing a network operator
Thu, 8th Sep 2022
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uc
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network infrastructure
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sdn
One third of business leaders admit that over 50% of their decision-making process is based on emotional response when choosing a network provider.
8x8 CPaaS receives Singapore's CSA Cyber Trust certification
Mon, 29th Aug 2022
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uc
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paas
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iaas
Singapore's Cyber Security Agency (CSA) has recognised 8x8 CPaaS for its strong cybersecurity practices with the Cyber Trust mark certification.
Nasuni launches Access Anywhere for hybrid working
Mon, 22nd Aug 2022
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uc
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hybrid & remote work
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voip
Nasuni has launched Nasuni Access Anywhere, providing a new and secure file solution for hybrid and remote workers.