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.
NICE named Technology Leader in 2022 SPARK Matrix for VoC
Thu, 10th Nov 2022
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uc
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cx
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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
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uc
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paas
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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
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crm
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cx
The upcoming launch includes updates to Freshchat, Freshdesk, Freshmarketer and Freshsales to help companies automate the entire customer lifecycle.
Penrith City Council utilises NICE CXone platform for CX ops
Wed, 2nd Nov 2022
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uc
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digital transformation
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cx
Penrith City Council selects NICE CXone to enhance customer service operations, improve reporting capabilities, and support digital transformation.
NICE enables enterprises to achieve greater consumer understanding
Wed, 26th Oct 2022
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uc
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it automation
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ai
NICE has announced its industry breakthrough as the first to orchestrate synchronous and asynchronous interactions at scale.
NICE receives top Gartner scores for Digital Customer Service Centre
Wed, 26th Oct 2022
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contact centre
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customer service
NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.
Silver Spring Pathfinder creates opportunities with Avaya
Mon, 17th Oct 2022
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uc
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cloud services
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avaya
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.
Spark migrates to Genesys Cloud CX contact centre platform
Mon, 17th Oct 2022
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uc
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cx
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martech
Spark wanted its contact centre technology to support its vision for customer service: frontline teams able to shift to where demand is most significant.
Make VoIP business calling even better with affordable add-ons
Mon, 17th Oct 2022
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crm
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uc
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martech
Discover the additional features of VoIP calling that can create a professional experience for your customers and make it easier for your employees.
Poly expands portfolio of Teams and Zoom-certified devices
Fri, 14th Oct 2022
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uc
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daas
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ai
Poly's product portfolio is designed for every meeting space and work style, providing more significant meeting equity and collaboration worldwide.
Avaya and Alcatel-Lucent upgrade their strategic partnership
Thu, 13th Oct 2022
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uc
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network infrastructure
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iot
The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.
Callroute and Coolwave team up to deliver global SIP solutions
Wed, 12th Oct 2022
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uc
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partner programmes
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contact centre
Callroute has partnered with Coolwave Communications to automate the provisioning of cloud telephony services across UCaaS and CCaaS platforms.
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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cx
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martech
Zendesk recently announced Intelligent Triage and Smart Assist, new artificial intelligence (AI) solutions empowering businesses with customer support.
How Omicron-proof technology helped businesses traverse the 'Big Sick'
Mon, 3rd Oct 2022
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uc
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martech
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open source
When businesses were battling through Covid disruptions, contact centres were utilising innovative technology solutions.
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.