TechDay New Zealand - Aotearoa's technology news network

Contact Centre stories - Page 10

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.
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AI's expanding role: SAS's 2024 predictions unveiled
Fri, 1st Dec 2023
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digital twins
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risk & compliance
SAS unveils predictions for the role of artificial intelligence in 2024, forecasting tech advancements and job creation potential.
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Amazon Connect adds Generative AI features to enhance CX
Thu, 30th Nov 2023
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uc
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hyperscale
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public cloud
Amazon Connect has introduced generative AI capabilities aiming to boost worker productivity, cut costs, and improve customer service.
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AWS unveils new serverless innovations for enhanced data management
Thu, 30th Nov 2023
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uc
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digital transformation
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hyperscale
Amazon Web Services has rolled out three new serverless innovations for superior data management, promising simpler and faster scalability.
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UK firms pivot to AI as permacrisis prompts vital digital adaptations
Fri, 24th Nov 2023
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edutech
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A new report reveals 78% of UK IT decision-makers plan to use AI and automation to navigate the ongoing permacrisis.
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Tandem platform streamlines workplace feedback with continuous approach
Tue, 21st Nov 2023
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genai
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Tandem, a novel platform, aims to revolutionise workplace feedback with continuous review cycles, fostering high-performance culture.
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Microsoft's Copilot Studio a low-code tool for constructing stand alone copilots
Fri, 17th Nov 2023
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hcm
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erp
Microsoft debuts Copilot Studio, a low-code tool built specifically for customising the Microsoft Copilot and stand-alone copilots.
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Dramatic growth projected for digital twin market, says IoT Analytics
Fri, 17th Nov 2023
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uc
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iot
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digital twins
Projection sees digital twin market growing at CAGR of 30% between 2023 and 2027, states IoT Analytics report.
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ControlUp enhances digital employee experience with new Microsoft features
Thu, 16th Nov 2023
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daas
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apm
ControlUp has unveiled new features for its DEX platform, optimising Microsoft-powered employee experience and simplifying IT management.
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UK firms target regional suppliers for key items by 2026
Thu, 16th Nov 2023
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digital twins
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By 2026, over 53% of UK companies plan to secure most key items from regional suppliers, boosting domestic production and reducing global disruption risks.
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Club Med enhances global operations with implementation of NICE CXone
Wed, 15th Nov 2023
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Holiday specialist Club Med has globalised operations with tech firm NICE's CXone customer experience platform.
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Will 2024 be the year you supercharge the performance of your customer contact centre?
Wed, 15th Nov 2023
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Robotic process automation is a game changer for organisations that rely on this critical customer touchpoint to drive sales and growth.
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How to move file shares from on-prem to cloud
Wed, 15th Nov 2023
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uc
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migration
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public cloud
Moving file shares to the cloud may be inevitable, but it should be done with careful consideration and the very best tools.
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Keysight & Taiwan's ITRI collaborate to boost 6G research in Europe
Tue, 14th Nov 2023
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digital twins
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Keysight Technologies joins forces with Taiwan's Industrial Technology Research Institute to accelerate 6G research in Europe.
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NTT DATA UK&I & eir partner to enhance customer experience journey
Tue, 14th Nov 2023
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cx
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IT service provider, NTT DATA UK&I, partners with Irish telecommunications firm, eir, to revolutionise their customer experience journey.
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Celonis acquires Symbio, launching AI-driven 'Process Cockpit'
Tue, 14th Nov 2023
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uc
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apm
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software development
Celonis acquires Symbio, launching 'Process Cockpit'; an AI-led tool enhancing process management with real-time tracking.
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Fujitsu develops world-leading CPU/GPU optimisation technology amidst GPU shortage
Fri, 10th Nov 2023
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digital twins
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genai
Fujitsu unveils groundbreaking technology to optimize CPU and GPU usage, mitigating the impact of the global GPU shortage. #Fujitsu #technology.
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NTT DATA UK&I & eir partner to improve customer service with AI
Fri, 10th Nov 2023
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NTT DATA UK&I and eir are set to transform customer experience in the telecommunication sector via a strategic AI partnership.
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E-commerce giants betting on low pricing, genAI for Double 11 success
Mon, 6th Nov 2023
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cleantech
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For this year's Double 11 shopping festival, e-commerce giants are expected to focus on low pricing and use genAI to aid sales.
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Business unease over third party data sharing shown in new Generative AI report
Sun, 5th Nov 2023
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edutech
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partner programmes
Businesses show concern about third-party data sharing needed to facilitate Generative AI models, says Cloudera report.
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NICE tops Ventana Research's 2023 Buyers Guide for Contact Centres
Thu, 2nd Nov 2023
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cx
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martech
NICE ranks first in Ventana Research's 2023 Buyers Guide for Contact Centres, lauded for its superior product experience.