Contact Centre stories - Page 30
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.
Pegasystems announces AWS integration in customer service solution
Thu, 8th Jun 2017
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crm
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uc
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hyperscale
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Trustwave exposes backdoor in DblTek devices; vendor issues poor patch & goes silent
Mon, 6th Mar 2017
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uc
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voip
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contact centre
DblTek left vulnerabilities in its IoT devices, tried to hide the vulnerability, issued shoddy patches and cut off all contact with Trustwave.
The biggest tech & digital trends we're getting excited about this year
Mon, 20th Feb 2017
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uc
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data analytics
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martech
We're at a huge moment in time for the digital and technology world. With new ideas testing the boundaries, we're entering an exciting new phase.
IBM Watson has a new job: Cognitive cybersecurity expert
Wed, 15th Feb 2017
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uc
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martech
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cybersecurity
Watson has spent the past year training in cybersecurity language from more than one million security documents, and is now being integrated into SOC.
The chatbot comeback – is your business ready?
Thu, 19th Jan 2017
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uc
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martech
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agentic ai
Despite being born in 2011, it has only been in the last couple of years that businesses have begun to realise how valuable chatbots could be.
Why becoming part of the 'Republic of Digital' will increase your profitability
Mon, 16th Jan 2017
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uc
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contact centre
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cognizant
The global impact of digital transformation is estimated at $20 trillion, creating the 'Republic of Digital' valued at $6.6 trillion.
Your brand needs something else before it has a digital transformation
Mon, 14th Nov 2016
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uc
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digital transformation
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cx
Customer experience management helps your brand to understand the digital and real-world touchpoints your customer values.
Microsoft Teams - a workspace for those who 'don't do email'
Mon, 7th Nov 2016
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uc
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microsoft
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cisco
Transforming the way that work gets done means shifting from legacy industrial norms to modern digital processes and workflows.
Snapchat and Skype not up to scratch with user privacy
Tue, 25th Oct 2016
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uc
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data privacy
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snap
Snapchat and Skype amongst apps not protecting user privacy, according to Amnesty International. Only 3 of 11 tech firms provide end-to-end encryption.
Are chatbots just a fad? One app developer shares his thoughts
Mon, 10th Oct 2016
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uc
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martech
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ai
Based on a computer program that mimics conversations with people using artificial intelligence, chatbots can transform the way people interact.
Ignite 2016: Move your business communication to Skype
Thu, 29th Sep 2016
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uc
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microsoft
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voip
Over the past year we've been working on making the best experience for communicating with others, across all the devices you use for work.
The incredible system that every IT department needs
Sat, 24th Sep 2016
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uc
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network infrastructure
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sdn
Discover Netscout, the hidden gem revolutionising IT monitoring with InfiniStream, the 'big data device' essential for any tech department.
Evolve IP eyes Asia-Pacific expansion for cloud and data center services
Tue, 13th Sep 2016
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uc
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hyperscale
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dc
Evolve IP sets sights on the Asia Pacific and Australia regions for cloud services and virtual data center coverage.
Progress in the shift to conversational computing
Mon, 8th Aug 2016
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uc
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microsoft
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voip
Microsoft heralds a new era with Skype's latest bots, enhancing conversations with travel and entertainment to simplify life.
Queensland Govt investing $180 million into IT and digital innovation
Wed, 15th Jun 2016
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uc
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contact centre
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it budget
The Queensland Government's 2016 budget has introduced $180 million worth of a number of innovation and digital expansion benefits for businesses.
3 reasons why telecom operators should store historical data right now
Wed, 8th Jun 2016
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uc
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data analytics
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martech
Big Data technologies, cloud services and price drops in storage disks have made it possible to store huge datasets.
Salesforce Community Cloud gathers market momentum
Tue, 24th May 2016
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uc
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data analytics
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martech
Salesforce's London World Tour attracts 15,000 attendees, biggest gathering of customers and partners outside of Dreamforce.
Service providers a weak link in cybersecurity
Tue, 26th Apr 2016
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uc
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risk & compliance
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cybersecurity
Businesses that allow their service providers to access sensitive data are at risk of a cyberattack, warns consulting firm Protiviti.
Scammers targeting Government call centres
Thu, 21st Apr 2016
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uc
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email security
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cybersecurity
The warning comes after several Government contact centre operators received calls from overseas callers pestering them for information about staff.
Cisco leads IoT security market, followed by Intel and Symantec
Mon, 18th Apr 2016
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uc
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semiconductors
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iot
The growing number of connected devices is driving demand for IoT security, says Amrita Choudhury, analyst at Technavio.