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.
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.
Singapore businesses fall behind in meeting customer expectations
Fri, 9th Sep 2022
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crm
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uc
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cx
Singapore businesses lag behind in their ability to act on customer feedback, and the speed at which they address it, according to Zendesk.
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.
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.
8x8 CPaaS receives Singapore's CSA Cyber Trust certification
Mon, 29th Aug 2022
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uc
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paas
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iaas
Singapore's Cyber Security Agency (CSA) has recognised 8x8 CPaaS for its strong cybersecurity practices with the Cyber Trust mark certification.
Proofpoint launches Intelligent Compliance Platform
Fri, 26th Aug 2022
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uc
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risk & compliance
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ai
Proofpoint has announced the launch of its Intelligent Compliance Platform, offering enterprises modern regulatory compliance safeguards.
Omdia ranks NICE as a market leader in new research report
Thu, 25th Aug 2022
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edutech
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uc
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data analytics
Omdia has designated NICE as a market leader in its Customer Engagement Platforms, 2022-23 research report, based on its functionality and capability scores.
Pax8 adds new vendors to cloud commerce marketplace
Wed, 24th Aug 2022
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uc
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partner programmes
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microsoft
Pax8 has announced BitTitan, Call2Teams, Liongard, Nerdio and Printix are now available for its managed service provider partners in the APAC region.
Nasuni launches Access Anywhere for hybrid working
Mon, 22nd Aug 2022
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uc
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hybrid & remote work
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voip
Nasuni has launched Nasuni Access Anywhere, providing a new and secure file solution for hybrid and remote workers.
Treasure Data launches new customer experience functionality
Tue, 16th Aug 2022
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crm
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uc
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data analytics
Treasure Data has introduced a new strategic vision and product positioning for Customer Data Cloud, reflecting the company's focus.
Concentric AI protects sensitive data with new capabilities
Tue, 16th Aug 2022
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uc
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data analytics
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martech
The new capability reveals sensitive data shared across email and business messaging platforms and highlights who has inappropriate access to content.
Is your chatbot bringing down the customer satisfaction score?
Fri, 12th Aug 2022
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crm
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uc
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cx
Chatbots are failing to meet customer expectations due to a lack of transparency, frail language models, and poor conversation design.
Scope Australia selects NICE CXone platform to streamline operations
Fri, 12th Aug 2022
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crm
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uc
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data analytics
One of Australia's largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.