Contact Centre stories - Page 46
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.
Nuance revamps AI authentication to protect seniors from fraud
Fri, 5th Jun 2020
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Nuance enhances Gatekeeper AI to better protect seniors from fraud, prioritising elderly callers in call centres amid rising cyber threats during COVID-19.
Microsoft partners with Workday to prioritise enterprise planning in the cloud
Fri, 5th Jun 2020
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Microsoft partners with Workday to bring Workday Adaptive Planning to Azure cloud, enhancing productivity and collaboration for customers.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
Remote workers need to up their game to keep organisations secure
Fri, 5th Jun 2020
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Remote workers' habits are jeopardising corporate security, says CyberArk study; password reuse and insecure BYOD devices are key culprits.
RingCentral launches new partner programme
Thu, 4th Jun 2020
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Enables qualifying partners to manage the sales process end-to-end for opportunities for organisations of up to 400 employees.
AI chatbot helps users navigate COVID-19 stimulus packages
Tue, 2nd Jun 2020
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RSM Australia has launched RAMI, an AI chatbot designed to help users navigate complex COVID-19 financial stimulus packages, offering 24/7 support.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.
How to implement a cloud contact centre that boosts efficiency & customer experience
Mon, 1st Jun 2020
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If you're considering an overhaul of your contact centre, a strategic approach and meticulous planning will help you get maximum return on your investment.
PagerDuty announces new automation, remote working updates
Thu, 28th May 2020
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PagerDuty unveils advanced automation features and remote working updates, enhancing team efficiency, collaboration, and digital transformation.
Rise in cyberattacks targeting the cloud as use of collaboration tools increase
Thu, 28th May 2020
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Cyberattacks targeting the cloud are increasing as the use of cloud services and collaboration tools rises during the COVID-19 pandemic, according to McAfee.
NICE inContact integrates Teams, Dynamics into contact centre suite
Thu, 28th May 2020
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Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
Video: How to make remote work, work for the channel
Thu, 28th May 2020
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Two Ingram Micro NZ business development managers explain how to make work from home benefit any business and its employees.
NICE working to certify compliance solution for Microsoft Teams
Wed, 27th May 2020
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NICE aims to certify its Trading Recording System under Microsoft's Certified for Microsoft Teams program, enhancing compliance for financial services.
Thai call center achieves business continuity with cloud solution
Wed, 27th May 2020
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Thai contact centre giant TMC ensures business continuity amid COVID-19 with Tikal's cloud solution, enabling staff to work securely from home.
ASC launches Microsoft Teams communication recording app
Wed, 27th May 2020
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ASC has launched the Recording Insights app for Microsoft Teams, enabling recording, archiving, and compliance management for online meetings and chats.
New East Asia and Pacific vice president named for Avaya
Thu, 21st May 2020
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Sami Ammous has been named as the new vice president for Avaya's East Asia and Pacific business, including Australia and New Zealand.
Content learning hub hits its stride during COVID-19, raises US$40m
Wed, 20th May 2020
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GO1.com secures USD $40m Series C funding to expand in North America, driven by soaring demand for online learning during COVID-19.
Lucidworks develops deep learning solution to make chatbots smarter
Tue, 19th May 2020
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The company recently launched Smart Answers for chatbots and virtual assistants to avoid poor CX and long waiting times.
CRM, website building, project management - all in 1 free solution
Tue, 19th May 2020
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Amid the pandemic, Bitrix24 offers a comprehensive, free solution integrating CRM, project management, and website building, easing transitions to remote work.
8x8 ditches AWS for Oracle for video
Thu, 14th May 2020
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8x8 moves its video meetings hosting from AWS to Oracle Cloud for a 25% performance boost per node and 80% savings on network costs.