Contact Centre stories - Page 12
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-powered chatbot TigerGPT launches in New Zealand
Mon, 9th Oct 2023
#
uc
#
ai
#
ai agents
Tiger Brokers has launched its AI-powered chatbot TigerGPT for the New Zealand market, also available to users in Australia and Singapore.
Odigo launches AI-powered connector for effective UCaaS and CCaaS integration
Thu, 5th Oct 2023
#
uc
#
data analytics
#
martech
Odigo launches new connector to bridge the gap between UCaaS and CCaaS solutions, promising seamless integration powered by AI and analytics.
Enhanced customer experience platform with Zoom AI-powered innovations
Thu, 5th Oct 2023
#
uc
#
cx
#
martech
Zoom launches innovative AI-powered customer service tools to enhance the customer experience and build meaningful relationships.
Kingsfield Tech team granted Microsoft Gold Accreditation after £1m sales milestone
Wed, 4th Oct 2023
#
uc
#
mdm
#
personal computing devices
Kingsfield's expanding tech team has achieved Gold Accreditation from Microsoft after reaching over £1 million in sales in just five months.
Freshworks customers boost experience with Microsoft Teams
Tue, 3rd Oct 2023
#
uc
#
ai agents
#
voip
Freshworks reports a notable increase in Microsoft Teams usage by Freshservice customers, improving employee experiences with AI support.
NICE leads WFM market for the ninth consecutive year
Fri, 29th Sep 2023
#
uc
#
contact centre
#
leadership
NICE's Workforce Management dominates the market for the ninth consecutive year, and gains the most customers, according to DMG Consulting's report.
Workday unveils AI-enhanced managerial tools to boost productivity & employee engagement
Thu, 28th Sep 2023
#
uc
#
hcm
#
ai
Workday unveils innovative features for its HCM offering, utilizing AI to provide managers with real-time insights and recommendations.
Zoom launches Workforce Engagement Management suite
Wed, 27th Sep 2023
#
uc
#
cx
#
martech
Zoom announces the availability of its Workforce Engagement Management suite for Contact Center customers, enhancing customer experience solutions.
SmartSat CRC invests in Canberra’s new space agenda
Mon, 25th Sep 2023
#
uc
#
spacetech
#
contact centre
Australia’s space research centre, SmartSat Cooperative Research Centre (CRC), has increased its investment in ACT to over AUD $7 million.
NICE CXone Summer 2023 release to deliver CX at scale
Mon, 25th Sep 2023
#
uc
#
public cloud
#
cx
NICE has announced the CXone Summer 2023 release, unlocking new levels of openness and flexibility to deliver customer experience at scale.
NICE named market leader for CX Analytics solution
Thu, 21st Sep 2023
#
uc
#
data analytics
#
cx
NICE has been recognised as the overall leader by Quadrant Knowledge Solutions in the 2023 SPARK Matrix for Speech Analytics report.
Oracle boosts AI capabilities with NVIDIA integration in cloud marketplace
Thu, 21st Sep 2023
#
uc
#
digital twins
#
ai
Oracle and NVIDIA are making the AI Enterprise and DGX Cloud platforms available through the Oracle Cloud Marketplace.
Oracle boosts customer experience with generative AI in Cloud CX platform
Wed, 20th Sep 2023
#
uc
#
cx
#
martech
Oracle adds generative AI capabilities to its Fusion Cloud Customer Experience platform to enhance customer service.
Silico redefines process simulation with latest launch
Thu, 7th Sep 2023
#
uc
#
digital twins
#
ai agents
Silico 2.0 represents a step forward by focusing on a faster time to insight, scalability, and seamless integration of processes, the company states.
Zoom launches generative AI assistant Zoom AI Companion
Thu, 7th Sep 2023
#
uc
#
genai
#
llms
The new generative AI-powered assistant helps improve collaboration and productivity and is included at no extra cost for paid customers.
How WhatsApp makes money explained
Wed, 6th Sep 2023
#
uc
#
martech
#
voip
How does WhatsApp, the messaging giant, generate revenue? We explore its diverse streams, from business services to digital payments.
Genesys Cloud CX grows revenue over 50% year-over-year
Tue, 5th Sep 2023
#
uc
#
cx
#
martech
Genesys was also recognised as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, positioned highest for ability to execute.
UK businesses warned about integration of AI chatbots
Fri, 1st Sep 2023
#
uc
#
data privacy
#
llms
British officials are warning organisations about integrating artificial intelligence-driven chatbots into their businesses.
BotPenguin unveils advanced AI chatbots for better experience
Thu, 31st Aug 2023
#
uc
#
data analytics
#
cx
BotPenguin's AI Chatbots offer personalized communication and integrations to enhance customer engagement and business operations.
NICE crowns top innovators with CX Excellence Awards
Wed, 30th Aug 2023
#
saas
#
uc
#
cx
NICE, the customer experience software, has announced the winners of its International CX Excellence Awards for 2023.