Contact Centre stories - Page 24
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.
VIS Global and Uniphore form strategic partnership
Tue, 1st Mar 2022
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crm
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uc
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martech
VIS Global announced today that it has entered into a multi-country strategic partnership with Conversational Automation company Uniphore.
AI can generate insights 1000x faster than human analysis
Tue, 1st Mar 2022
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uc
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data analytics
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martech
Insights platform Yabble launches Hey Yabble Count, a feature that uses AI to generate insights from unstructured text data.
Adobe launches new mobile capabilities for better CX
Fri, 18th Feb 2022
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crm
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uc
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cx
Powered by Adobe Experience Platform, the additions mean brands can deliver tailored interactions across channels to their customers to build out experiences.
Ambit to highlight Digital Employee business benefits
Thu, 17th Feb 2022
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uc
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digital transformation
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martech
Conversational AI platform Ambit is hosting a webinar to develop understanding of the uses of digital employees to provide long-term company benefits.
New CISO for Zscaler to lead Asia Pacific and ANZ
Thu, 17th Feb 2022
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uc
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risk & compliance
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cybersecurity
Mok will support organisations in the APAC region with their digital transformation journey as they adopt the cloud, AI, data analytics, and remote working.
Broken brand promises cost businesses customers in ANZ
Wed, 16th Feb 2022
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edutech
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crm
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uc
New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.
Access4 announces strategic global partnership with UJET
Tue, 15th Feb 2022
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crm
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uc
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cx
Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.
Alcatel-Lucent teams up with Uplinx for new opportunities in public sector
Fri, 11th Feb 2022
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uc
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converged infrastructure
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partner programmes
Alcatel-Lucent Enterprise partners with Uplinx Advanced Services to target new opportunities in the public sector.
Organisations fail to deliver on growing customer demands
Thu, 10th Feb 2022
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edutech
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crm
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uc
Over half of customer service agents struggle with accurately recording customer requests, leading to frustration, according to a study by Pegasystems.
NICE expands its strategic partnership with Google
Wed, 9th Feb 2022
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crm
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uc
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data analytics
NICE has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS.
RingCentral & Vodafone launch UC solution in Hong Kong, Singapore
Wed, 9th Feb 2022
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uc
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5g & beyond
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wireless networks
Vodafone Business and RingCentral team up to offer unified communications package with video phones and 5G in Asia, UK, and Europe.
Logitech focuses on work meetings with AI powered RightSight 2
Wed, 9th Feb 2022
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uc
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ai
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hybrid & remote work
The Logitech RightSight 2 uses audio and video AI to detect people's placement in the room and the location of their voices.
Business to business: Top tips for becoming a trusted eCommerce supplier in 2022
Tue, 8th Feb 2022
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uc
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martech
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e-commerce
Clocking up fewer sales calls and booking more business via your company website these days? You and just about every other B2B business owner in Australia.
'Robo-advice' a low-cost option for financial planning
Tue, 8th Feb 2022
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uc
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fintech
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martech
Only two firms offer low-cost computer-generated financial advice in New Zealand, despite it being available for four years.
HireVue announces new CEO as former takes on new role
Tue, 8th Feb 2022
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uc
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martech
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ai
As Kevin Parker retires, taking on a new role, video interviewing, assessment, and text-enabled recruitment company, HireVue, has shared news of its new CEO.
NICE CXone selected to digitally transform Aussie education provider contact centre
Fri, 4th Feb 2022
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uc
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digital transformation
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cx
Wodonga TAFE chooses NICE CXone as the centrepiece of its contact centre, aiming to improve reporting and remote working capabilities.
LogMeIn changes name to GoTo; releases new product portfolio
Thu, 3rd Feb 2022
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uc
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smb
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contact centre
LogMeIn rebrands as GoTo, specializing in IT services for SMBs. New product portfolio includes GoTo Resolve and GoTo Connect. New partner network also launched.
Martello launches Vantage DX on Microsoft Azure Marketplace
Wed, 2nd Feb 2022
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uc
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public cloud
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hybrid & remote work
Martello Technologies Group has announced its Vantage DX solution is now available in the Microsoft Azure Marketplace.
Keeping automation human centric
Mon, 31st Jan 2022
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crm
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uc
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martech
No matter where businesses are in their digital transformation, sooner or later, implementing automation processes will become a daily activity.
Matterport brings on new managing director for APAC
Fri, 28th Jan 2022
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uc
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martech
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digital twins
Real estate technology company Matterport has hired Ben Corser as its new managing director for Asia-Pacific, as it looks to expand in the region.