Contact Centre stories - Page 27
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.
Belong accelerates intelligent automation during COVID-19 with Appian
Tue, 7th Dec 2021
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uc
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it automation
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apm
Belong, a leading provider of mobile and internet plans in Australia, is using Appian's Low-Code Platform to automate customer service actions and manage fraud.
8x8 to acquire cloud-based communications company Fuze
Thu, 2nd Dec 2021
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uc
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open source
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cloud services
8x8, an integrated cloud communications platform provider, is set to acquire cloud-based communications provider Fuze for $250m.
Okta updates Workflows as standalone offering to accelerate innovation
Thu, 2nd Dec 2021
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uc
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devops
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apm
Okta announces the availability of Okta Workflows as a standalone offering, providing automation for identity-based business processes.
Empired launches new app to reduce human error and improve security
Thu, 2nd Dec 2021
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uc
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hcm
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cybersecurity
The Empired User Secure Score works alongside Microsoft Teams, to give organisations a bird’s eye view of the level of security compliance from their team.
Zoom unveils a load of new updates and features
Wed, 1st Dec 2021
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uc
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hybrid & remote work
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voip
Zoom has unveiled a raft of new updates and features to its platform, including enhanced slide control, advanced polling, and attendance status.
How businesses can better adapt to meet the changing demands of customer experience
Wed, 1st Dec 2021
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crm
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uc
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data analytics
The pandemic has had a significant impact on customer experience in businesses, highlighting the need for digital transformation and personalised solutions.
Businesses prioritise friendliness over function in CX journey - Genesys report
Tue, 30th Nov 2021
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crm
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uc
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cx
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
Bitrix empowers businesses with new customer & project management features in Bitrix24
Wed, 24th Nov 2021
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crm
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uc
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devops
Bitrix releases new capabilities in its Bitrix24 business suite, including inventory management, Scrum project management, and BI analytics.
NICE integrates cloud-based, AI-powered CXone into Google Cloud
Wed, 24th Nov 2021
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uc
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data analytics
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hyperscale
Integration of NICE’s AI-powered CXone with Google Cloud’s CCAI applications to make human agents, voice bots, and chatbots more effective.
How to identify MS Teams sprawl and work towards an optimal digital environment
Mon, 22nd Nov 2021
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uc
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data analytics
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martech
Microsoft Teams sprawl, the uncontrolled overflow of data, is becoming a problem for businesses. Learn how to manage it effectively.
RingCentral unveils new Microsoft Teams enhancements and BYOC
Fri, 19th Nov 2021
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uc
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microsoft
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voip
Global enterprise cloud communications provider RingCentral has unveiled a new set of phone capabilities to the Microsoft Teams platform.
Blue Prism to integrate with AWS, using AI and machine learning for on-demand intelligent automation
Wed, 17th Nov 2021
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uc
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hyperscale
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public cloud
Blue Prism and Amazon Web Services have partnered to revolutionize how businesses implement intelligent automation.
Genesys and Google Cloud extend partnership, build future of digital customer service
Tue, 16th Nov 2021
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crm
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uc
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data analytics
Genesys and Google Cloud have expanded their partnership to connect customer support and experiences in a digital world.
COVID-19 era sees consumers calling for dynamic digital experiences
Tue, 16th Nov 2021
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uc
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martech
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digital entertainment
Half of consumers have increased their digital engagement with businesses during the pandemic, with video chat preference surging 300%, says Vonage research.
Zscaler launches 'digital experience' solution for better unified comms
Fri, 12th Nov 2021
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uc
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hcm
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voip
Zscaler enhances ZDXTM with new UCaaS application monitoring and digital workflow service integrations for improved employee collaboration.
Poly updates its Microsoft Teams Room Solutions, enhances global collaboration
Fri, 12th Nov 2021
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uc
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hcm
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microsoft
Poly introduces updated Poly Room Solutions for Microsoft Teams Rooms, offering premium audio and video for any room size with Poly DirectorAI technology.
Meta deepens integration between Facebook Workplace and Microsoft Teams
Fri, 12th Nov 2021
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uc
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partner programmes
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microsoft
There will be two new integrations that will help businesses who use both Workplace and Microsoft Teams to communicate more easily with their employees.
A day in the life: How Poly technologies support the flexible hybrid workforce
Thu, 11th Nov 2021
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uc
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digital entertainment
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hybrid & remote work
Bondi Beach frames the perfect start to the day - a walk, a coffee, breakfast, and the ability to work from her home office with the technologies she needs.
Microsoft's entry into metaverse tainted by Facebook's Meta rebrand
Tue, 9th Nov 2021
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uc
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ar, vr & metaverse
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microsoft
Microsoft's announcement juxtaposes the genuine potential of Mesh for Microsoft Teams with widespread criticism of Facebook's rebranding as Meta.
How to choose the right strategy for a data migration
Mon, 8th Nov 2021
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uc
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voip
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contact centre
Every migration requires careful strategy, thoughtful planning, a detailed migration checklist, and communication throughout.