Contact Centre stories - Page 69
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.
Avaya brings AI on board with acquisition of Spoken Communications
Thu, 15th Mar 2018
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blockchain
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Avaya has closed its acquisition of Spoken Communications, boosting its cloud-based solutions and customer experience management.
Polycom brings Microsoft Teams and Alexa to ‘conference smartphone’
Tue, 13th Mar 2018
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hyperscale
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public cloud
Polycom has expanded its capabilities with Microsoft, AWS, Zoom and Bluejeans to the Trio, the ‘smartphone for the conference room’.
Cisco unveils its top five strategic business pillars for 2018
Mon, 12th Mar 2018
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network infrastructure
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data analytics
Cisco has unveiled its five strategic business pillars for 2018, focusing on security, network reinvention, multi-cloud, data utilisation, and collaboration.
5 retail technology predictions from Manhattan Associates
Fri, 9th Mar 2018
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supply chain & logistics
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open source
The trends include next-generation customer engagement, flexible checkouts and reimagined use of artificial intelligence.
Callaghan Innovation awards R&D grant to AI startup
Wed, 7th Mar 2018
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martech
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New Zealand conversational AI startup Ambit secures the Callaghan Innovation R&D Growth Grant, enabling acceleration of its cutting-edge research.
Finding your bot’s voice in a world of conversational interfaces
Tue, 6th Mar 2018
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martech
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ai
Bots must be helpful and speak naturally if brands are to limit consumer frustrations and generally succeed in their conversational strategies.
How speech analytics can improve outcomes in the contact centre
Mon, 5th Mar 2018
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crm
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martech
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Interview: Unravelling the myths of chatbot security and identity theft in banking
Mon, 5th Mar 2018
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mfa
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martech
Banks in Australia are embracing artificial intelligence chatbots for customer service, but face security risks.
Genesys acquires Altocloud to bolster CX capabilities
Thu, 1st Mar 2018
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crm
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cx
With this acquisition, Genesys increases its capability to engage and intervene in a customer’s journey at the right moment to drive a desired action.
Alibaba Cloud commits to EU with launch of 8 new products at MWC18
Wed, 28th Feb 2018
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data analytics
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hyperscale
The Chinese giant announced the launch of the new products for Europe at MWC 18, stressing its commitment to the region for the future.
Daimler hires Soul Machines’ digital human for customer service
Wed, 28th Feb 2018
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crm
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uc
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martech
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
Email: The often ignored factor in strong cybersecurity
Tue, 27th Feb 2018
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uc
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phishing
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email security
A customer-facing organisation will receive hundreds, if not thousands of emails every day, each one containing personal identifiers.
OVUM: Where are enterprises looking to really use AI?
Tue, 27th Feb 2018
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martech
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Artificial intelligence (AI) remains highly in vogue as a technology topic across the media and within the IT supplier landscape.
Kiwi AI company’s digital human being tested at UK bank
Thu, 22nd Feb 2018
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martech
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While NatWest will only deploy Soul Machines’ technology if it successfully completes a pilot, it could be used to help free up time human advisors.
Gartner says fertile ground for channel in CX tech
Thu, 22nd Feb 2018
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crm
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cx
25% of organisations will use chatbots by 2020 and other predictions for CX tech by analysts at the Gartner Customer Experience Summit 2018 in Tokyo.
TaaS panel supplier round-up - the big four and more
Mon, 19th Feb 2018
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dimension data
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contact centre
Since its launch in 2015, the TaaS panel has undergone a fair few changes, especially in recent days. We have a look at who is doing what, right now.
Cisco is doing it for themselves - new strategy’s success
Fri, 16th Feb 2018
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cisco
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contact centre
Cisco has announced a successful quarter which, their CEO claims, reflects the success of their new global strategy.
Jetstar take their AI assistant global with Facebook Messenger
Thu, 15th Feb 2018
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digital signage
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martech
Jess engages in over 250,000 cross-channel conversations per month and has managed over nine million conversations with Jetstar customers.
Kiwibank Fintech Accelerator announces participants of latest cohort
Wed, 14th Feb 2018
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fintech
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blockchain
Companies are using blockchain to manage payments, creating chatbots, helping freelancers fulfil their tax obligations, and much more.
The future of contact centres - 4 key trends identified
Tue, 13th Feb 2018
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data analytics
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.