Contact Centre stories - Page 26
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.
HireVue announces new CEO as former takes on new role
Tue, 8th Feb 2022
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martech
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ai
As Kevin Parker retires, taking on a new role, video interviewing, assessment, and text-enabled recruitment company, HireVue, has shared news of its new CEO.
NICE CXone selected to digitally transform Aussie education provider contact centre
Fri, 4th Feb 2022
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uc
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digital transformation
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cx
Wodonga TAFE chooses NICE CXone as the centrepiece of its contact centre, aiming to improve reporting and remote working capabilities.
LogMeIn changes name to GoTo; releases new product portfolio
Thu, 3rd Feb 2022
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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.
Martello launches Vantage DX on Microsoft Azure Marketplace
Wed, 2nd Feb 2022
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public cloud
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hybrid & remote work
Martello Technologies Group has announced its Vantage DX solution is now available in the Microsoft Azure Marketplace.
Keeping automation human centric
Mon, 31st Jan 2022
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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.
Matterport brings on new managing director for APAC
Fri, 28th Jan 2022
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uc
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martech
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digital twins
Real estate technology company Matterport has hired Ben Corser as its new managing director for Asia-Pacific, as it looks to expand in the region.
Verloop.io and Vonage partner to deliver conversational AI
Wed, 19th Jan 2022
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crm
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martech
Verloop.io partners with Vonage to expand conversational AI applications across multiple channels, including WhatsApp and Facebook Messenger.
Analysis: AI the way of the future for modern contact centres
Tue, 18th Jan 2022
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crm
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it training
AI technology is set to revolutionize contact centres, says NICE. Companies that don't embrace it risk falling behind.
How to achieve a successful Microsoft Teams migration
Thu, 13th Jan 2022
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migration
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data analytics
Migrating to Microsoft Teams can be complex and difficult, leading to tenant sprawl and content chaos, causing headaches for IT pros.
Chatbots a major player in business growth according to new research
Mon, 10th Jan 2022
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martech
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open source
UK chatbot market set to boom, with spending on AI systems predicted to reach $77.6bn in 2022, according to Chatbot Trends Report 2021.
Docufree partners with Allied Global to expand global customer base
Fri, 7th Jan 2022
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document management
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ecm
The agreement will provide Allied Global with the ability to offer Docufree's cloud based document-management solutions to its growing customer base.
Majority of CTOs have implemented machine learning at their organisation - report
Thu, 6th Jan 2022
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martech
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68% of CTOs have implemented machine learning, making it the most popular subset of AI, according to new research from STX Next.
RingCentral and Mitel enter strategic partnership to enrich cloud comms
Thu, 6th Jan 2022
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partner programmes
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contact centre
RingCentral and Mitel have partnered to offer a migration path to RingCentral's cloud communications platform for Mitel's global customer base.
2022 will see the rise of digital twin marketplaces, report finds
Fri, 31st Dec 2021
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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.
Frost & Sullivan names Vonage the Asia-Pacific CPaaS Company of the Year
Tue, 21st Dec 2021
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paas
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iaas
Frost & Sullivan has named Vonage Asia-Pacific Communications Platform as a Service Company of the Year for the third year in a row.
Delivering a compelling customer experience in the digital age
Wed, 15th Dec 2021
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crm
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cx
Delivering a positive customer experience in the digital age starts with a modern website, or risk losing customers.
Right-Hand announces expansion and new offerings for the APAC market
Tue, 14th Dec 2021
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risk & compliance
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cybersecurity
Cybersecurity firm Right-Hand expands to US and Australia, launching AI-powered platform to tackle business data breaches.
Adobe, Microsoft reinvent future of work with expansion of strategic partnership
Mon, 13th Dec 2021
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martech
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partner programmes
Adobe and Microsoft have announced a new joint venture to enhance digital collaboration and productivity in the hybrid workplace.
Auckland DHB to revamp patient administration system next year
Mon, 13th Dec 2021
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uc
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healthtech
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software
The DHB aims to replace three of its patient management systems with a single system with the aim of streamlining business processes and workflows.