Contact Centre stories - Page 19
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.
Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
#
uc
#
martech
#
omnichannel
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
New Zoom virtual agent aims to transform customer support
Thu, 26th Jan 2023
#
uc
#
cx
#
martech
Zoom Virtual Agent is an intelligent conversational AI and chatbot solution using natural language processing and machine learning to resolve customer queries.
NICE recognised in new cloud-based contact centre report
Fri, 20th Jan 2023
#
uc
#
cloud services
#
contact centre
DMG Consulting has recognised NICE in its Worldwide Cloud-Based Contact Infrastructure Market Share Report as a market share leader.
Don't allow bad data to ruin your digital twin plans
Thu, 19th Jan 2023
#
virtualisation
#
uc
#
data analytics
Organisations need data management tools to root out poor quality data and stop it from influencing virtual simulations.
Genesys unveils strategic collaboration agreement with AWS
Thu, 12th Jan 2023
#
uc
#
hyperscale
#
public cloud
The partnership aims to empower organisations to accelerate their digital transformation and cloud customer experience strategies.
Human service, AI and analytics top contact centre trends
Fri, 6th Jan 2023
#
uc
#
data analytics
#
ai
As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI.
What MSPs need to know about work migrations
Thu, 22nd Dec 2022
#
uc
#
migration
#
voip
End users en masse have turned to applications like Microsoft Teams, Zoom, Slack, Google Hangouts and other workplace collaboration tools.
NICE wins 2022 award for tech innovation in Asia Pacific
Tue, 20th Dec 2022
#
uc
#
ai models
#
cloud services
NICE has been awarded the 2022 Asia Pacific Cloud Contact Center Services Technology Innovation Leadership Award by Frost & Sullivan.
NICE launches ElevateAI, an AI as a Service (AIaaS)
Fri, 16th Dec 2022
#
uc
#
cx
#
martech
ElevateAI will provide on-demand access to NICE's unrivalled CX data and AI via developer-friendly APIs, to improve customer interactions.
NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
#
uc
#
cx
#
martech
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
Ribbon Communications appoints Channel UC as ANZ distributor
Wed, 14th Dec 2022
#
uc
#
voip
#
contact centre
Ribbon Communications has announced that it has appointed Channel UC as a partner and distributor in Australia and New Zealand.
Don't let your CCaaS cloud migration cast a shadow over customer experience
Mon, 12th Dec 2022
#
uc
#
cx
#
martech
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what's the catch?.
.webp)
New Marketing Head at AI platform Ambit
Fri, 9th Dec 2022
#
uc
#
cx
#
martech
Conversational AI platform, Ambit, appoints Ashley Harder as Head of Marketing to aid company's growth in Australasia and expand into new markets.
Genesys appoints Olivier Jouve as new Chief Product Officer
Fri, 9th Dec 2022
#
uc
#
cx
#
martech
Genesys appoints Olivier Jouve as Chief Product Officer and Barbara Holzapfel as Chief Marketing Officer to further enhance customer experience strategies.
Exclusive: NICE brings AI solutions to the CX market
Thu, 8th Dec 2022
#
uc
#
cx
#
martech
NICE, a specialist in customer experience, is helping businesses enhance CX with its leading cloud-native platform.
Genesys named cloud contact centre leader by Frost & Sullivan
Wed, 30th Nov 2022
#
uc
#
cx
#
martech
Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both CX and EX.
Sektor adds Neat video meeting to its solutions portfolio
Thu, 17th Nov 2022
#
saas
#
uc
#
partner programmes
Sektor has added Neat video meeting devices to their solutions portfolio for enterprise and public sector customers across New Zealand.
NICE named Technology Leader in 2022 SPARK Matrix for VoC
Thu, 10th Nov 2022
#
uc
#
cx
#
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
#
uc
#
paas
#
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
#
crm
#
uc
#
cx
The upcoming launch includes updates to Freshchat, Freshdesk, Freshmarketer and Freshsales to help companies automate the entire customer lifecycle.