Contact Centre stories - Page 53
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.
Frost & Sullivan, DMG recognise Verint for APAC market share
Tue, 15th Oct 2019
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martech
Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Millions wasted on poor knowledge management solutions
Mon, 14th Oct 2019
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uc
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data analytics
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martech
A survey by Ecosystm has revealed that businesses are spending over US$600,000 on average on solutions that are adding little to no value.
Lack of access to information affecting Australian productivity
Fri, 11th Oct 2019
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uc
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productivity
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contact centre
Australian productivity is suffering due to employees' struggles to access accurate information, a survey by 8x8 reveals, impacting customer service quality.
TrueConf makes it into Magic Quadrant for Meeting Solutions
Thu, 10th Oct 2019
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uc
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healthtech
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video conferencing
TrueConf enters Gartner's 2019 Magic Quadrant as a Niche Player, highlighting its robust video conferencing offering but noting gaps in innovation.
Nuance announces updates to biometric fraud detection offering
Thu, 10th Oct 2019
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uc
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biometrics
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Nuance unveils upgrades to their biometric solution, enhancing fraud detection and customer authentication with AI-driven features and cloud-native scalability.
Avaya launches UC and CC subscription program
Wed, 9th Oct 2019
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saas
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crm
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uc
Avaya IX Subscription gives customers the flexibility to scale consumption of Avaya’s contact center and unified communications solutions based on their needs.
Avaya previews new capabilities in UC portfolio
Tue, 8th Oct 2019
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gaming
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uc
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reviews
Avaya introduces Avaya IX Onespace, enhancing its UC portfolio with a unified, intelligent workspace aimed at boosting enterprise productivity and efficiency.
Batelco and Avaya bring cloud solutions to Bahrain’s SMBs
Mon, 7th Oct 2019
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uc
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avaya
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telco
The regional telecoms operator will offer Avaya Contact Centre and Unified Communications solutions in the cloud with Avaya IP Office PoweredBy.
8x8 wins Cloud/SaaS Gold in Golden Bridge Awards
Mon, 7th Oct 2019
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saas
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uc
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awards
It also received Silver in the Unified Communications (Service) Innovations category in the 2019 11th annual awards.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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saas
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uc
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Gartner: Top 10 government tech trends
Fri, 4th Oct 2019
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uc
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devops
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data analytics
Governments must prioritize technology to improve business outcomes, says Gartner's new research on government CIOs.
Blue Prism brings new automation capabilities to online community
Wed, 2nd Oct 2019
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uc
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martech
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rpa
Blue Prism expands its Digital Exchange marketplace with new automation capabilities, teaming up with INVOKE, SRI Infotech, and ZyGen to enhance RPA features.
Social software & collaboration ripe for innovation, says Gartner
Thu, 26th Sep 2019
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uc
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collaboration
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voip
Social software and collaboration tools market, valued at USD $2.7 billion, to reach USD $4.8 billion by 2023, driven by innovation, says Gartner.
Cisco outlines future of Webex & contact centre solutions
Mon, 23rd Sep 2019
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cx
Cisco reimagines contact centres with AI at US summit, unveiling acquisitions and new UK and Australian data centres to enhance Webex offerings.
Virtual assistants could soon help those with mental illness
Wed, 18th Sep 2019
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uc
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martech
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ai
Computer scientists have created a new way of using virtual assistants that could potentially help those with mental illnesses.
Five ways robotic process automation is improving the public sector – FTS Data & AI
Tue, 17th Sep 2019
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uc
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cx
Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
Vodafone pumps $10m into dedicated customer service team
Tue, 10th Sep 2019
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crm
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uc
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cx
Vodafone’s ‘X Squad’ will kick off in October, and will continue to scale up over the remainder of this calendar year.
Do ANZ companies care about AI ethics as much as they should?
Tue, 10th Sep 2019
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uc
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ai
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contact centre
A new study by Genesys reveals that while 80% of ANZ employers plan to integrate AI, over half lack written policies on its ethical use, raising concerns.
Cricket Australia forges new bonds through Microsoft Teams
Thu, 5th Sep 2019
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uc
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microsoft
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collaboration
It started with a rollout in Cricket Australia’s national technology team, leading to the establishment of 40 Teams across the technology group.
Avaya to showcase latest AI-powered applications at GITEX 2019
Tue, 3rd Sep 2019
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uc
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ai
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avaya
Avaya will unveil their latest AI-powered applications, highlighting cutting-edge advancements in AI and collaboration tech, at GITEX Technology Week 2019.