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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
BeyondTrust named Leader in 2022 Gartner Magic Quadrant
Mon, 25th Jul 2022
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uc
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pam
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cloud services
Gartner has positioned BeyondTrust as a Leader in the 2022 Gartner Magic Quadrant for Privileged Access Management (PAM).
New BeyondTrust offering expands Microsoft Teams integration
Thu, 21st Jul 2022
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uc
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microsoft
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cloud services
BeyondTrust has unveiled Remote Support 22.2, building upon its existing integration with Microsoft Teams by introducing 1:1 screen sharing from a Teams chat.
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.
Versa Networks recognised as SASE leader in Govie Awards
Fri, 6th May 2022
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uc
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casb
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sase
Versa Networks has announced its SASE offering has been recognised in The Govies Government Security Awards competition by Security Today magazine.
Laybuy launches new AI chatbot Hugo using Ambit tech
Fri, 6th May 2022
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uc
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martech
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ai
Laybuy partners with fellow New Zealand company Ambit to launch conversational AI in a bid to support its international growth.
TechDay launches TelcoNews sites to meet growing demand
Thu, 5th May 2022
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uc
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network infrastructure
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contact centre
TechDay has launched three new TelcoNews sites to cater to our enterprise telecommunication technology audiences across Asia, Australia, and New Zealand.