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.
Vonage named Leader for conversational cloud by Opus
Tue, 11th Apr 2023
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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
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NICE delivers AI-powered CX to accelerate smart self-service adoption while improving employee engagement and efficiency with the new release of CXone.
Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
Latest NICE offering using OpenAI for customer experience
Tue, 28th Mar 2023
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NICE launches Enlighten Actions, an AI offering that enables businesses to create smart and humanised customer experiences.
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Cohesity appoints Kit Beall as CRO
Wed, 22nd Mar 2023
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data protection
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Kit Beall joins Cohesity as Chief Revenue Officer (CRO) from VMware, bringing over 30 years of experience in enterprise tech.
CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
Ontinue hires cybersecurity experts for leadership roles
Thu, 16th Mar 2023
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firewalls
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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
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digital twins
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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.
NICE chosen to support health experiences for NZ public
Thu, 9th Mar 2023
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NICE has announced that Whakarongorau Aotearoa New Zealand Telehealth Services has implemented NICE's CXone cloud-native platform.
Prioritising a digital-first customer experience strategy
Wed, 1st Mar 2023
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The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.
Can machines really deliver better customer experience than humans?
Tue, 28th Feb 2023
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All eyes are on the big tech players as they battle it out to win the chatbot innovation race, but it's not been without its challenges.
NICE named leader in Quadrant Knowledge's 2022 CCaaS report
Fri, 24th Feb 2023
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NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions' assessment of CCaaS solutions.
Cadence launches Release 17 of its CFD software 6SigmaDCX
Wed, 22nd Feb 2023
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datacentre infrastructure
Updates include improved sustainability and modelling objects library, extended power and network connectivity, and better simulation and reporting functions.
NICE named a leader in Quadrant Knowledge's 2022 CJA report
Wed, 22nd Feb 2023
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data analytics
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NICE was named the technology leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix for Customer Journey Analytics (CJA) report.
Ambit appoints Adam Cherrett as Partner Manager
Mon, 20th Feb 2023
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Conversational AI platform Ambit appoints Adam Cherrett as new Partner Manager, bringing extensive experience to drive growth strategy and build partnerships.
Businesses failing to deliver positive chatbot experiences
Thu, 9th Feb 2023
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Research shows six in ten consumers interacted with a brand via chatbot in the last six months – 24% more than those who picked up the phone.
Frost & Sullivan ranks NICE highly on 2022 VoC report
Wed, 8th Feb 2023
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Frost & Sullivan has given NICE top placement in its Frost Radar Voice of Customer report for 2022 for its growth and innovation.
The simple reason your bot is failing
Tue, 7th Feb 2023
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A word of caution is in order: when it comes to chatbot execution, it's easy to miss the mark and much can be learnt from past chatbot journeys.
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NICE and Cognizant partner up on CX transformation initiative
Thu, 2nd Feb 2023
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partner programmes
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cloud services
NICE and Cognizant have announced the launch of a global strategic go-to-market partnership to accelerate customer experience transformation.
NICE launches a conversational CX with ChatGPT-enabled CXone
Wed, 1st Feb 2023
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Integrating CXone Expert and OpenAI's generative modelling enables consumers to resolve issues with human-friendly automated self-service.