Contact Centre stories - Page 21
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.
How focusing on user experience will help your online marketplace thrive
Fri, 17th Jun 2022
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cx
Online marketplaces have become increasingly popular, but companies must pay attention to the user experience to avoid potential pitfalls.
New late-stage order cancellation to improve customer service
Fri, 17th Jun 2022
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crm
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uc
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martech
Manhattan Associates launches late-stage cancellation service to prevent unwanted shipments and costly returns in online retail.
Adobe adds innovations and capabilities to Analytics offering
Thu, 16th Jun 2022
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uc
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data analytics
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martech
Adobe announces new services in Adobe Analytics, including support for the metaverse and streaming media, as global brands adopt the platform.
Genesys optimises customer journeys with new solution
Thu, 16th Jun 2022
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crm
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data analytics
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
Chatbots gaining momentum in customer service space
Wed, 15th Jun 2022
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crm
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uc
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martech
Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.
Leadership out of touch with employee expectations - Microsoft
Wed, 15th Jun 2022
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uc
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hybrid & remote work
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microsoft
Sixty percent of managers in Singapore say leadership at their company is out of touch with employee expectations.
Extreme Networks extends ExtremeCloud portfolio with new offerings
Thu, 9th Jun 2022
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uc
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network infrastructure
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sd-wan
Extreme Networks has extended its ExtremeCloud portfolio to include new SD-WAN and AIOps with digital twin capabilities.
DocuSign, Microsoft expand partnership to accelerate anywhere work
Thu, 9th Jun 2022
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uc
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partner programmes
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hybrid & remote work
The expanded global strategic partnership offers new DocuSign Agreement Cloud integrations and capabilities across Microsoft's business solutions.
IaaS public cloud services market tips $91 billion in 2021
Wed, 8th Jun 2022
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uc
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public cloud
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martech
Amazon retained the number one position in the IaaS market in 2021, followed by Microsoft, Alibaba, Google and Huawei.
Knowledge graphs and digital twins to optimise supply chains
Fri, 3rd Jun 2022
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uc
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supply chain
CIOs are turning to digital twin technology and knowledge graphs to optimize supply chains and gain insights into complex dependencies.
Adobe and Microsoft announce key updates to improve workplaces
Thu, 2nd Jun 2022
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partner programmes
The two companies are working to give joint customers a modern work experience, centred on technology that improves teamwork, collaboration and efficiencies.
Capgemini report shows strong reliance on digital twins
Wed, 1st Jun 2022
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edutech
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martech
According to a new report by Capgemini Research Institute, 60% of businesses in major sectors rely on digital twins to improve operational performance.
Q&A: Behavioural Cues discuss what's next for voice analytics
Tue, 31st May 2022
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uc
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hybrid & remote work
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cloud services
Voice analytics has many familiar and established applications. One example is sentiment analysis used to improve customer service and call center operations.
Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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data analytics
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
Symbio consolidates TNZI business to support APAC expansion
Fri, 27th May 2022
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contact centre
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tnzi
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
Skills shortages hold orgs back from capitalising on cloud 2.0
Wed, 25th May 2022
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uc
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martech
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multi-cloud
Organisations are becoming more comfortable with sophisticated 'cloud 2.0' technologies, even as they confront difficulties in hiring and retaining IT talent.
Frost & Sullivan recognises Genesys as leader in new reports
Mon, 23rd May 2022
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uc
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data analytics
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martech
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Shortening the click-to-customer cycle through smart technologies
Mon, 23rd May 2022
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cx
The race to shorten click-to-customer cycle times is the biggest challenge for retailers in an omnichannel world.
New Relic enters multi-year partnership with Microsoft Azure
Fri, 20th May 2022
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uc
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devops
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public cloud
New Relic has announced a strategic partnership with Microsoft to help enterprises accelerate cloud migration and multi-cloud initiatives.
9/10 Aussies to stop spending if personal data compromised
Tue, 17th May 2022
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uc
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data analytics
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martech
Nine out of ten Australians would stop spending with a company if their personal data is compromised, a new report has found.