Contact Centre stories - Page 23
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.
Why artificial intelligence is the invisible engine driving contact centre success
Tue, 11th Oct 2022
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uc
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data analytics
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martech
AI emerges as a powerful engine for contact centres, streamlining processes, supporting agents, and delivering better customer experiences.
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.
Zendesk adds AI capabilities to customer support solutions
Mon, 3rd Oct 2022
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uc
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cx
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martech
Zendesk recently announced Intelligent Triage and Smart Assist, new artificial intelligence (AI) solutions empowering businesses with customer support.
Ambit appoints Richard Pratley as General Manager of Sales
Fri, 30th Sep 2022
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uc
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agentic ai
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capital
Ambit, the conversational AI platform, has appointed Richard Pratley as GM of Sales to help scale the company's success in Australia and New Zealand.
Exclusive: Uniphore shares how Conversational AI can be the key to business success
Fri, 30th Sep 2022
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uc
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martech
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partner programmes
Conversational AI and Automation are vital tools to help further promote organisational cohesion and communication, and Uniphore is leading the charge.
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.
BitTitan appoints Tosin Vaithilingam as Senior Solution Architect
Fri, 23rd Sep 2022
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uc
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data analytics
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digital transformation
BitTitan hires Tosin Vaithilingam as Senior Solution Architect in Hong Kong, bringing significant engineering and migration expertise to APAC customers.
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.
The App Edit: why conversational commerce is overtaking the app
Tue, 20th Sep 2022
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crm
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uc
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cx
More than half of smartphone apps are unused, and businesses are losing around $57,000 per month. It's time for an app clear-out.
The need for digital transformation frameworks today
Mon, 19th Sep 2022
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uc
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digital transformation
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it automation
A digital transformation framework is a formalised plan for how, when and what strategic upgrades a company should make to core systems and processes.
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.
Banking-as-a-Service to hit mainstream within two years
Tue, 13th Sep 2022
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uc
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blockchain
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martech
Some 30% of banks with greater than $1bn in assets will launch BaaS for new revenue by the end of 2024, but half will not meet revenue expectations.
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.
Businesses facing cost crisis for collaboration tools - Veritas
Wed, 7th Sep 2022
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storage
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uc
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data protection
Veritas Technologies is warning that businesses are facing a cost crisis for collaborative working tools due to COVID instigated working practices.
Amber Technology introduces new AVer Video Soundbar VB342PRO
Tue, 6th Sep 2022
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uc
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digital entertainment
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voip
Amber Technology launches AVer Video Soundbar VB342PRO, promising enhanced virtual meeting experiences with AI-powered features.
Hands-on Review: JBL Free WFH wireless headphones
Mon, 5th Sep 2022
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gaming
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uc
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digital entertainment
JBL's Free WFH Wireless headphones provide peace and quiet to help you work from home, with noise-cancelling technology and a long battery life.
BitTitan announces gold sponsorship of IT Nation APAC event
Tue, 30th Aug 2022
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uc
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voip
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contact centre
BitTitan has announced a gold sponsorship of IT Nation Connect Asia-Pacific, a three-day ConnectWise event beginning August 31.