Contact Centre stories - Page 1
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.
RingCentral leads 2024 Gartner Magic Quadrant for UCaaS
Last month
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uc
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digital transformation
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cx
RingCentral has been named a Leader in the 2024 Gartner Magic Quadrant for UCaaS for the tenth consecutive year, showcasing exceptional innovation and reliability.
RingCentral secures PAN-India licence for UCaaS & CCaaS
Last month
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uc
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digital transformation
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cx
RingCentral has acquired a PAN-India licence for its UCaaS and CCaaS offerings, enhancing opportunities for Australian firms in the Indian market.
IPI recognised among top innovators in InsurTech100 list
Last month
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uc
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digital transformation
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cx
IPI has been named in the 2024 InsurTech100 list, recognising its innovative contributions to the insurance industry's technological landscape.
Talkdesk unveils new AI tools to boost customer service efficiency
Mon, 23rd Sep 2024
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uc
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cx
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martech
Talkdesk reveals AI Rewriter and AI Translator to enhance customer service, promising personalised, efficient interactions and cutting AHT by up to 30%.
Netsafe wins top NZ contact centre award for second year
Mon, 23rd Sep 2024
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edutech
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uc
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support
Netsafe's Contact Centre wins top award for the second year in a row, with Caitlin honoured as Most Outstanding Customer Service Representative.
Zendesk launches outcome-based pricing for AI agents
Tue, 17th Sep 2024
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uc
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cx
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martech
Zendesk introduces Outcome-Based Pricing for AI agents, ensuring businesses only pay for successfully resolved issues, aligning costs with value received.
Kore.ai launches XO Express platform for AI chatbots & centres
Fri, 2nd Aug 2024
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uc
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genai
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ai
Kore.ai has launched XO Express, enabling businesses to build AI chatbots and contact centres without technical expertise, making advanced AI accessible to all.
ADLINK unveils AI Edge Server MEC-AI7400 for smart manufacturing
Wed, 17th Jul 2024
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uc
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semiconductors
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it in manufacturing
ADLINK Technology unveils its AI Edge Server MEC-AI7400 series, aimed at revolutionising smart manufacturing with generative AI and digital twin integrations.
eflow Global upgrades TZEC to combat market abuse with AI
Tue, 16th Jul 2024
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uc
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surveillance
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ai
eflow Global's TZEC upgrade leverages AI to enhance eComms surveillance, aiming to curb market abuse and meet strict regulatory demands amid rising fines.
Leaders speak on AI potential & ethical impacts ahead of AI Day
Mon, 15th Jul 2024
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uc
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genai
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data privacy
As AI Appreciation Day nears, industry leaders spotlight AI's transformative impact across sectors, calling for a balance between innovation, transparency, and customer benefit.
Shiprocket deploys on Snowflake AI Data Cloud for better insights
Mon, 15th Jul 2024
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uc
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data protection
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cx
Snowflake's AI Data Cloud has been deployed by eCommerce platform Shiprocket to enhance data operations, benefiting 1.5 lakh merchants with real-time insights.
NTT DATA to innovate fan experience at the 152nd Open at Royal Troon
Thu, 11th Jul 2024
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uc
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network infrastructure
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data analytics
NTT DATA aims to revolutionise the fan experience at the 152nd Open Championship with digital twin tech, AI-driven insights, and a private 5G network.
Labour stresses tech adoption in housing to tackle worker gap
Wed, 10th Jul 2024
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uc
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wearables
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drones
A new report underscores the urgent need for tech adoption in UK construction to tackle worker shortages and meet ambitious project targets.
IPI rises to 31 in E2E Tech 100 list after successful year
Wed, 3rd Jul 2024
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uc
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contact centre
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experian
IPI climbs to 31st in the 2024 E2E Tech 100 list, signalling a successful year marked by robust growth, innovation, and strategic partnerships.
The good and bad: What AI means for the future of New Zealand
Tue, 2nd Jul 2024
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edutech
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uc
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ai
New Zealand AI expert Heitor Gomes explores how artificial intelligence is reshaping job markets and raises ethical concerns, urging Kiwis to stay ahead.
AI will significantly impact supply chains, industry debate finds
Mon, 1st Jul 2024
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uc
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supply chain & logistics
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digital twins
Over 150 supply chain leaders from Sainsbury's, Nestle, and more attended SCALA's annual debate on AI's impact. Polling showed shop floor roles most affected.
Meltwater launches AI-powered copilot with Microsoft
Mon, 1st Jul 2024
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uc
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genai
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ai
Meltwater, in partnership with Microsoft, has unveiled Meltwater Copilot, an AI-driven tool aimed at revolutionising communication and marketing strategies.
NICE named leader in IDC MarketScape for CXone Mpower launch
Thu, 27th Jun 2024
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uc
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cx
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martech
NICE has been named a Leader in IDC MarketScape's 2024 Contact Center as a Service report, boosted by its new AI-powered CXone Mpower system.
Barclays partners with Microsoft to enhance digital security
Thu, 27th Jun 2024
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uc
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data protection
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digital transformation
Barclays is teaming up with Microsoft to boost its security systems, leveraging AI to enhance detection and protection, securing trust in their digital framework.
InMoment integrates generative AI for better customer insights
Thu, 27th Jun 2024
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uc
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devops
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cx
InMoment integrates generative AI into its Conversational Intelligence, enhancing customer experience analytics by merging various feedback sources like contact centres, surveys, and social media.