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.
Alibaba's AI model outperforms humans in global challenge
Fri, 20th Aug 2021
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Alibaba has secured first place in the latest global Visual Question Answering leaderboard, performing better than humans in the same context.
Q&A: Nemesysco explores the future of voice analytics
Fri, 20th Aug 2021
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Voice analytics could be the key to supporting employee wellness, according to Lior Doron, Director of HR Solutions at Nemesysco.
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
Wed, 18th Aug 2021
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NICE acquires GoMoxie to expand digital customer experience capabilities, adding smart conversational self-service tools.
McAfee Enterprise integrates with Microsoft Dynamics 365 to strengthen cloud security
Wed, 18th Aug 2021
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cloud security
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casb
MVISION Cloud for Dynamics 365 provides an advanced set of security tools that are delivered via API, enabling holistic security controls across Dynamics 365.
Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Tue, 17th Aug 2021
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Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
8x8 celebrates 'Challenger' position on Gartner MQ for Contact Centre as a Service
Tue, 17th Aug 2021
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8x8 CEO Dave Sipes says the recognition validates the company’s commitment to the four pillars of great customer service.
Supercharge your conference calls with AVerMedia's PW315 webcam & AS311 speakerphone
Mon, 16th Aug 2021
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smart home
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digital entertainment
AVerMedia has launched the PW315 webcam and AS311 AI speakerphone, offering high-quality video and audio for meetings and streaming.
Genesys G-Summit South Asia 2021: Taking CX to the next level
Mon, 16th Aug 2021
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Genesys G-Summit South Asia 2021 is a two-day virtual event focused on delivering personalised and empathetic customer experiences. Register now!.
8x8 says it's raising the bar for cloud communications with 99.999% global uptime SLA
Mon, 16th Aug 2021
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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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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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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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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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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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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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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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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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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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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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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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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.