Contact Centre stories - Page 23
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.
8x8 and Genesys collaborate on customer service solution
Wed, 13th Apr 2022
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crm
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uc
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cx
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
Hands-on Review: Jabra GN PanaCast 20 webcam
Mon, 11th Apr 2022
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gaming
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uc
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semiconductors
We get our hands on a Danish-designed high end webcam that has some rather unique artificial intelligence (AI) features.
Hands-on Review: OBSBOT Tiny 4K PZT Webcam
Wed, 6th Apr 2022
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gaming
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uc
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digital entertainment
We get our hands on a very reasonably priced business webcam with a bunch of unique features driven by artificial inteligence.
Skillsoft adds new capability to immersive learning platform
Fri, 1st Apr 2022
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uc
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education, learning & training
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voip
The capability enables organisations to determine their learners' proficiency across in-demand technology, leadership and business skills.
Avaya and Alcatel-Lucent Enterprise form strategic partnership
Thu, 31st Mar 2022
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uc
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digital transformation
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partner programmes
Avaya and Alcatel-Lucent Enterprise announce a strategic partnership to accelerate customers transformations to the cloud.
HP to acquire Poly for improved hybrid working solutions
Thu, 31st Mar 2022
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uc
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hybrid & remote work
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cloud services
HP has announced it is to acquire Poly in an all-cash transaction for $40 per share, estimated to be a total enterprise value of US$3.3 billion.
NVIDIA announces updates to AI platform and new program
Thu, 24th Mar 2022
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uc
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data analytics
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martech
NVIDIA unveils updates to its AI platform and launches the AI Accelerated program with over 100 partners, including Adobe, Red Hat, and VMware.
Five ways to deliver the total experience to customers
Thu, 24th Mar 2022
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crm
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uc
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cx
It's a question that's been pondered over the decades, shrouded in mystery. How can organisations give customers what they really want?.
Hands-on Review: Jabra Evolve2 85 wireless headset
Tue, 22nd Mar 2022
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gaming
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uc
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digital entertainment
On behalf of remote workers and those trapped on endless video conferences, we check out a high end headset from the Danish manufacturer Jabra.
Accenture launches dedicated Metaverse Continuum business group
Fri, 18th Mar 2022
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uc
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blockchain
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martech
Accenture has launched a dedicated Metaverse Continuum business group as physical and virtual realities converge.
8x8 release blends contact centre and unified comms solutions
Fri, 18th Mar 2022
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crm
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uc
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martech
8x8 Agent Workspace, a new contact centre experience, aims to improve efficiency and effectiveness for customer interactions.
Study reveals the new standard for customer experience
Fri, 18th Mar 2022
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crm
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uc
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cx
According to the study, 81% of organisations believe being able to measure CX along key points of the customer journey is important to their business strategy.
Veeam Backup for Microsoft 365 v6 adds more control over critical data
Fri, 11th Mar 2022
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saas
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virtualisation
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uc
Veeam Software has announced the latest version of its fastest-growing Software as a Service (SaaS) product, Veeam Backup for Microsoft 365 v6.
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Wed, 9th Mar 2022
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crm
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uc
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data analytics
Leveraging AI-driven solutions can help contact centres improve customer satisfaction through sentiment analysis and identifying key behaviours.
Uniphore makes additions to its flagship CX platform
Wed, 9th Mar 2022
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crm
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uc
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cx
Uniphore, the conversational automation specialist, has added new solutions to its flagship Conversational AI & Automation platform.
Midsized B2B manufacturers becoming customer-focused
Wed, 9th Mar 2022
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crm
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uc
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manufacturing
SAP: B2B manufacturers in the mid-market are becoming more customer-centric to stand out in a highly competitive global market.
8x8 Inc. reveals increased uptake of enhanced solution capabilities
Fri, 4th Mar 2022
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uc
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data analytics
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martech
8x8 Inc. experiences significant global customer growth with its XCaaS solution accounting for over 35% of ARR, according to Q3 2022 results.
OpenText launches latest iteration of Cloud Editions
Fri, 4th Mar 2022
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uc
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document management
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ecm
OpenText has launched CE 22.1 featuring new innovations to help organisations leverage information for digital business transformations.
GoTo launches a customer communications solution for SMBs
Thu, 3rd Mar 2022
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crm
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uc
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martech
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product.
What is Autonomous Response and how does it work across the enterprise?
Thu, 3rd Mar 2022
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uc
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ai security
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ai
With cyber-attacks getting faster and more furious, human teams alone cannot always be relied on to initiate a timely response.