Contact Centre stories - Page 31
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.
8x8 says it's raising the bar for cloud communications with 99.999% global uptime SLA
Mon, 16th Aug 2021
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uc
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contact centre
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8x8
8x8's XCaaS solution offers 99.999% uptime and guarantees reliability for organisations with hybrid workforces.
Gartner names NICE as leader in CCaaS for 7th consecutive year
Thu, 12th Aug 2021
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crm
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uc
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data analytics
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.
Genesys integrates AI into the Cloud CX contact centre platform
Thu, 12th Aug 2021
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crm
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cx
Genesys integrates AI features into its Genesys Cloud CX platform, allowing businesses to automate and scale without IT support.
Microsoft Teams, ServiceNow, Gmail, Jira integrated for risk and compliance with 6click
Wed, 11th Aug 2021
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saas
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edutech
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uc
Microsoft Teams, ServiceNow, Gmail, Jira and others can now be integrated with 6clicks for risk and compliance processes.
8x8 supplies SMS API to Coca-Cola Europacific Partners Indonesia
Tue, 10th Aug 2021
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uc
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paas
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iaas
CCEP Indonesia has onboarded 8x8’s SMS API to provide a mobile order and delivery management platform for its distributors and retailers.
Study shows how chatbot personality can affect business
Tue, 10th Aug 2021
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uc
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martech
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ai
New survey reveals the key to successful chatbots: a human-like personality. Findings show how personality influences consumer perception.
Code outside the box: Why customisable solutions are better
Fri, 6th Aug 2021
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uc
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api
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contact centre
Twilio allows for innovators, both big and small, from across every industry to reinvent how companies engage with their customers.
DDoS attacks plateau in second quarter - Kaspersky
Wed, 4th Aug 2021
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uc
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ddos
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email security
DDoS attacks have decreased by 38.8% compared to Q2 2020, with China leading in SSH attacks but losing ground overall, says Kaspersky.
Adobe Sign and Adobe Experience Manager are now available as cloud services hosted on Azure
Wed, 4th Aug 2021
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uc
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digital signage
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public cloud
Adobe has announced the availability of Adobe Sign and Adobe Experience Manager as cloud services, both hosted on Microsoft Azure.
Dialpad selects Kordia as NZ telco partner
Tue, 3rd Aug 2021
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uc
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partner programmes
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kordia
Kordia will not only be a Dialpad reseller but will also become the New Zealand SIP/calling provider for every local Dialpad implementation.
CERT NZ urges businesses to disable Remote Desktop Protocol due to cyber risks
Mon, 2nd Aug 2021
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malware
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uc
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ransomware
According to CERT NZ, most ransomware attacks can be traced back, in part, to poorly configured remote access systems.
People are a demanding bunch: how to service the customer that wants everything
Fri, 30th Jul 2021
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crm
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cx
The everything customer might sound like an abstract concept, but if we brush away the buzzword veneer, it becomes apparent that we’re all everything customers.
8x8 rolls out enhancements to XCaaS offering
Thu, 29th Jul 2021
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uc
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hybrid & remote work
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voip
8x8 launches enhancements to its XCaaS platform to support hybrid workforces, including better video meetings and expanded compatibility with Microsoft Teams.
Datagate and NetSapiens partner to empower MSPs
Wed, 28th Jul 2021
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uc
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partner programmes
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contact centre
Datagate Innovation has partnered with NetSapiens to help managed service providers better understand their operations and grow their businesses.
Ambit deploys AI chatbot for global travel firm Online Republic
Tue, 27th Jul 2021
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uc
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martech
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ecommerce
Ambit's AI chatbot 'Wheelie' will provide 24/7 customer support for Online Republic's travel brands, Airport Rentals and Motorhome Republic.
NVIDIA has launched 8th generation AI software TensorRT 8
Wed, 21st Jul 2021
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uc
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martech
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ai
NVIDIA has launched the eighth generation of the company’s AI software, the TensorRT 8, which now does language queries at half the speed.
Zoom moves into contact centre market, acquiring Five9 in $14.7 billion stock transaction
Tue, 20th Jul 2021
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crm
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uc
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martech
Zoom has announced a definitive agreement to acquire the cloud contact centre Five9 in an all-stock transaction valued at approximately $14.7 billion.
Massey University's School of Aviation 'takes off' with Microsoft technology
Tue, 20th Jul 2021
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uc
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digital transformation
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martech
Learning to fly is an exhilarating experience. At Massey University’s School of Aviation, It’s about as hands-on as you can get.
AvePoint launches first-ever global partner programme
Wed, 14th Jul 2021
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uc
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devops
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partner programmes
The company unveiled the channel programme as part of its multi-million dollar investment in partner enablement.
Link Group appoints ANZ's Nicole Pelchen as new Chief Technology Officer
Mon, 12th Jul 2021
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uc
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contact centre
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cto
After an extensive global executive search process, Link Group has appointed ANZ’s CIO Nicole Pelchen as the company's new Chief Technology Officer.