Contact Centre stories - Page 22
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.
S-NET partners with Versa Networks to extend networking services
Wed, 20th Apr 2022
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uc
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network infrastructure
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partner programmes
S-NET Communications, a provider of cloud-based business communications and networking solutions, has expanded its partnership with SASE leader Versa Networks.
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?.
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.
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.
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.
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.
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.
2022 will see the rise of digital twin marketplaces, report finds
Fri, 31st Dec 2021
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uc
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manufacturing
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martech
Next year will see a US$4.6 billion global spend on industrial digital twins, according to a new whitepaper by ABI Research.
End of 2021 marks drop in cyber attacks, and increase in remote access malware
Fri, 24th Dec 2021
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malware
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uc
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ransomware
Unique cyber attacks decrease in Q3 2021, but attacks on individuals rise, says Positive Technologies report. Remote access trojans also on the rise.
Delivering a compelling customer experience in the digital age
Wed, 15th Dec 2021
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crm
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uc
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cx
Delivering a positive customer experience in the digital age starts with a modern website, or risk losing customers.
Okta updates Workflows as standalone offering to accelerate innovation
Thu, 2nd Dec 2021
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uc
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devops
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apm
Okta announces the availability of Okta Workflows as a standalone offering, providing automation for identity-based business processes.
Empired launches new app to reduce human error and improve security
Thu, 2nd Dec 2021
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uc
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hcm
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cybersecurity
The Empired User Secure Score works alongside Microsoft Teams, to give organisations a bird's eye view of the level of security compliance from their team.
How businesses can better adapt to meet the changing demands of customer experience
Wed, 1st Dec 2021
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crm
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uc
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data analytics
The pandemic has had a significant impact on customer experience in businesses, highlighting the need for digital transformation and personalised solutions.
Microsoft's entry into metaverse tainted by Facebook's Meta rebrand
Tue, 9th Nov 2021
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gaming
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uc
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digital entertainment
Microsoft's announcement juxtaposes the genuine potential of Mesh for Microsoft Teams with widespread criticism of Facebook's rebranding as Meta.
Microsoft Cloud at Ignite 2021: Metaverse, AI and hyperconnectivity in a hybrid world
Thu, 4th Nov 2021
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uc
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hybrid cloud
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public cloud
Microsoft CEO unveils updates for Microsoft Cloud at Ignite 2021, focusing on the Metaverse, AI, and hyperconnectivity. Over 90 services and updates introduced.
Okta releases new Workflows to simplify identity management
Tue, 19th Oct 2021
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uc
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devops
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apm
Okta launches Okta Workflows as standalone offering, allowing customers to automate complex identity-centric business processes.
Genesys looks to humanise customer experiences with latest release
Fri, 8th Oct 2021
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crm
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uc
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cx
Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.
Microsoft begins Windows 11 rollout, but there's wait for Android apps
Wed, 6th Oct 2021
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uc
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microsoft
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windows
Microsoft launches Windows 11, the first major update in six years, with a phased and measured rollout to eligible devices.
Microsoft and LinkedIn share latest data, product innovations for hybrid work
Thu, 16th Sep 2021
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uc
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hybrid & remote work
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microsoft
Microsoft and LinkedIn have unveiled new research and product updates to support organizations in adapting to hybrid work.
BlackBerry enhances Microsoft 365 cybersecurity integration
Mon, 13th Sep 2021
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uc
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hybrid cloud
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partner programmes
BlackBerry UEM and Microsoft 365 customers can enjoy a secure version of modern authentication in the cloud, in addition to on-premises environments.