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.
AI is powering a shift in digital customer engagement
Wed, 6th May 2020
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crm
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martech
AI-driven digital employees are revolutionising customer engagement as companies adapt to post-pandemic demands, cutting costs and boosting satisfaction.
Corporations are failing to deal with e-waste responsibly - report
Tue, 21st Apr 2020
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uc
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clean technologies
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voip
A new report by Blancco Technology Group reveals a major e-waste crisis, as 76% of end-of-life devices are not sanitised and reused despite CSR policies.
Vodafone NZ update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
Kaspersky addresses remote security gaps with new tool
Thu, 16th Apr 2020
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uc
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hybrid & remote work
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cybersecurity
Kaspersky unveils enhanced Endpoint Security Cloud to tackle remote work vulnerabilities, offering improved oversight on shadow IT and secure cloud services.
8x8 announces new video conferencing tool with emphasis on security
Thu, 16th Apr 2020
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uc
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open source
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hybrid & remote work
8x8 has unveiled Video MeetingsPro, a security-focused video conferencing tool powered by Jitsi and hosted on Oracle Cloud, amidst rising remote work demands.
Microsoft Teams announces commitment to privacy in wake of Zoom woes
Wed, 8th Apr 2020
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uc
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hybrid & remote work
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microsoft
In response to Zoom's security woes, Microsoft Teams pledges to uphold robust privacy policies amidst rising demand for virtual meetings during the pandemic.
New solution shines light on Dark Web credential trading
Thu, 2nd Apr 2020
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uc
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dr
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phishing
The Kaseya-owned Spanning Cloud Apps has released software that monitors the Dark Web for compromised Office 365 credentials.
Kaspersky announces update to Microsoft Office 365 security solution as COVID-19 threats emerge
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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cybersecurity
The upgrade introduces enhanced anti-phishing capabilities with a dedicated anti-spoofing feature, as well as bolstered protection within Microsoft Teams.
8x8 partners with EIMS to build remote working solutions
Thu, 26th Mar 2020
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uc
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dr
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hybrid & remote work
As the world mobilises workforces to work from home, new solutions have risen to accomodate such a rapid and unprecedented shift.
M&A deals drop nearly 50% in one month, GlobalData report shows
Tue, 4th Feb 2020
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uc
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partner programmes
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contact centre
Merger and Acquisition (M&A) deals have totalled $17.03 billion globally in December 2019, according to new research from GlobalData.
The age of AI and AIOps
Mon, 20th Jan 2020
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uc
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martech
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it automation
As AI integrates into everyday life, the rise of AIOps is essential. Businesses must adopt AI-enhanced IT operations to stay competitive or risk falling behind.
8x8 names three new global execs
Mon, 20th Jan 2020
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uc
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contact centre
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8x8
8x8 has appointed Marge Breya as EVP and CMO, Samuel Wilson as chief customer officer and EMEA MD, and Homero Salinas as global VP and commercial sales head.
2020 Prediction: The rise of meaningful communication
Fri, 13th Dec 2019
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martech
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ai
Influential technologies in 2020 include the evolution of bots, real-time engagement, cybersecurity, AI sales, trust, and 5G.
Customer service reps tired of not having the right tools - Pega
Tue, 10th Dec 2019
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crm
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uc
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martech
A global Pegasystems survey reveals 34% of customer service reps feel hampered by outdated software, highlighting a need for better tech solutions.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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crm
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uc
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Nuance announces updates to biometric fraud detection offering
Thu, 10th Oct 2019
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uc
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biometrics
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ai
Nuance unveils upgrades to their biometric solution, enhancing fraud detection and customer authentication with AI-driven features and cloud-native scalability.
Batelco and Avaya bring cloud solutions to Bahrain's SMBs
Mon, 7th Oct 2019
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uc
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avaya
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contact centre
The regional telecoms operator will offer Avaya Contact Centre and Unified Communications solutions in the cloud with Avaya IP Office PoweredBy.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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saas
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crm
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uc
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Gartner: Top 10 government tech trends
Fri, 4th Oct 2019
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uc
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devops
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data analytics
Governments must prioritize technology to improve business outcomes, says Gartner's new research on government CIOs.
Cisco outlines future of Webex & contact centre solutions
Mon, 23rd Sep 2019
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crm
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cx
Cisco reimagines contact centres with AI at US summit, unveiling acquisitions and new UK and Australian data centres to enhance Webex offerings.