Contact Centre stories - Page 21
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.
Concentric AI protects sensitive data with new capabilities
Tue, 16th Aug 2022
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uc
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data analytics
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martech
The new capability reveals sensitive data shared across email and business messaging platforms and highlights who has inappropriate access to content.
Is your chatbot bringing down the customer satisfaction score?
Fri, 12th Aug 2022
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crm
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uc
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cx
Chatbots are failing to meet customer expectations due to a lack of transparency, frail language models, and poor conversation design.
BeyondTrust named Leader in 2022 Gartner Magic Quadrant
Mon, 25th Jul 2022
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uc
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pam
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cloud services
Gartner has positioned BeyondTrust as a Leader in the 2022 Gartner Magic Quadrant for Privileged Access Management (PAM).
New BeyondTrust offering expands Microsoft Teams integration
Thu, 21st Jul 2022
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uc
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microsoft
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cloud services
BeyondTrust has unveiled Remote Support 22.2, building upon its existing integration with Microsoft Teams by introducing 1:1 screen sharing from a Teams chat.
Extreme Networks extends ExtremeCloud portfolio with new offerings
Thu, 9th Jun 2022
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uc
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network infrastructure
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sd-wan
Extreme Networks has extended its ExtremeCloud portfolio to include new SD-WAN and AIOps with digital twin capabilities.
Versa Networks recognised as SASE leader in Govie Awards
Fri, 6th May 2022
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uc
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casb
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sase
Versa Networks has announced its SASE offering has been recognised in The Govies Government Security Awards competition by Security Today magazine.
Laybuy launches new AI chatbot Hugo using Ambit tech
Fri, 6th May 2022
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uc
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martech
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ai
Laybuy partners with fellow New Zealand company Ambit to launch conversational AI in a bid to support its international growth.
TechDay launches TelcoNews sites to meet growing demand
Thu, 5th May 2022
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uc
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network infrastructure
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contact centre
TechDay has launched three new TelcoNews sites to cater to our enterprise telecommunication technology audiences across Asia, Australia, and New Zealand.
S-NET partners with Versa Networks to extend networking services
Wed, 20th Apr 2022
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uc
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network infrastructure
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partner programmes
S-NET Communications, a provider of cloud-based business communications and networking solutions, has expanded its partnership with SASE leader Versa Networks.
Five ways to deliver the total experience to customers
Thu, 24th Mar 2022
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crm
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uc
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cx
It's a question that's been pondered over the decades, shrouded in mystery. How can organisations give customers what they really want?.
OpenText launches latest iteration of Cloud Editions
Fri, 4th Mar 2022
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uc
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document management
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ecm
OpenText has launched CE 22.1 featuring new innovations to help organisations leverage information for digital business transformations.
What is Autonomous Response and how does it work across the enterprise?
Thu, 3rd Mar 2022
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uc
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ai security
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ai
With cyber-attacks getting faster and more furious, human teams alone cannot always be relied on to initiate a timely response.
RingCentral & Vodafone launch UC solution in Hong Kong, Singapore
Wed, 9th Feb 2022
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uc
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5g & beyond
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wireless networks
Vodafone Business and RingCentral team up to offer unified communications package with video phones and 5G in Asia, UK, and Europe.
LogMeIn changes name to GoTo; releases new product portfolio
Thu, 3rd Feb 2022
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uc
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smb
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contact centre
LogMeIn rebrands as GoTo, specializing in IT services for SMBs. New product portfolio includes GoTo Resolve and GoTo Connect. New partner network also launched.
Keeping automation human centric
Mon, 31st Jan 2022
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crm
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uc
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martech
No matter where businesses are in their digital transformation, sooner or later, implementing automation processes will become a daily activity.
2022 will see the rise of digital twin marketplaces, report finds
Fri, 31st Dec 2021
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uc
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manufacturing
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martech
Next year will see a US$4.6 billion global spend on industrial digital twins, according to a new whitepaper by ABI Research.
End of 2021 marks drop in cyber attacks, and increase in remote access malware
Fri, 24th Dec 2021
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malware
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uc
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ransomware
Unique cyber attacks decrease in Q3 2021, but attacks on individuals rise, says Positive Technologies report. Remote access trojans also on the rise.
Delivering a compelling customer experience in the digital age
Wed, 15th Dec 2021
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crm
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uc
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cx
Delivering a positive customer experience in the digital age starts with a modern website, or risk losing customers.
Okta updates Workflows as standalone offering to accelerate innovation
Thu, 2nd Dec 2021
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uc
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devops
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apm
Okta announces the availability of Okta Workflows as a standalone offering, providing automation for identity-based business processes.
Empired launches new app to reduce human error and improve security
Thu, 2nd Dec 2021
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uc
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hcm
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cybersecurity
The Empired User Secure Score works alongside Microsoft Teams, to give organisations a bird's eye view of the level of security compliance from their team.