Contact Centre stories - Page 25
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.
Study reveals the new standard for customer experience
Fri, 18th Mar 2022
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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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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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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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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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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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data analytics
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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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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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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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ai security
With cyber-attacks getting faster and more furious, human teams alone cannot always be relied on to initiate a timely response.
VIS Global and Uniphore form strategic partnership
Tue, 1st Mar 2022
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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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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.
Video: 10 Minute IT Jams - An update from Uniphore
Mon, 21st Feb 2022
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open source
Uniphore's Ravi Saraogi discusses how conversational automation tech is transforming call centres in the Asia-Pacific region.
Adobe launches new mobile capabilities for better CX
Fri, 18th Feb 2022
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smartphones
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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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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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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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cx
New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.
Neat announces new channel developments in ANZ to meet growing demand
Tue, 15th Feb 2022
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partner programmes
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digital entertainment
UK video device company Neat has partnered with Dicker Data to meet the growing demand for its Zoom enabled solutions in the ANZ region.
Access4 announces strategic global partnership with UJET
Tue, 15th Feb 2022
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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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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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martech
Over half of customer service agents struggle with accurately recording customer requests, leading to frustration, according to a study by Pegasystems.