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.
Dramatic growth projected for digital twin market, says IoT Analytics
Fri, 17th Nov 2023
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digital twins
Projection sees digital twin market growing at CAGR of 30% between 2023 and 2027, states IoT Analytics report.
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.
UK firms target regional suppliers for key items by 2026
Thu, 16th Nov 2023
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uc
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digital twins
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ai
By 2026, over 53% of UK companies plan to secure most key items from regional suppliers, boosting domestic production and reducing global disruption risks.
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.
Will 2024 be the year you supercharge the performance of your customer contact centre?
Wed, 15th Nov 2023
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martech
Robotic process automation is a game changer for organisations that rely on this critical customer touchpoint to drive sales and growth.
How to move file shares from on-prem to cloud
Wed, 15th Nov 2023
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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.
Keysight & Taiwan's ITRI collaborate to boost 6G research in Europe
Tue, 14th Nov 2023
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Keysight Technologies joins forces with Taiwan's Industrial Technology Research Institute to accelerate 6G research in Europe.
NTT DATA UK&I & eir partner to enhance customer experience journey
Tue, 14th Nov 2023
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IT service provider, NTT DATA UK&I, partners with Irish telecommunications firm, eir, to revolutionise their customer experience journey.
Celonis acquires Symbio, launching AI-driven 'Process Cockpit'
Tue, 14th Nov 2023
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software development
Celonis acquires Symbio, launching 'Process Cockpit'; an AI-led tool enhancing process management with real-time tracking.
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.
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.
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.
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.
NICE tops Ventana Research's 2023 Buyers Guide for Contact Centres
Thu, 2nd Nov 2023
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NICE ranks first in Ventana Research's 2023 Buyers Guide for Contact Centres, lauded for its superior product experience.
BeyondTrust experts forecast key cybersecurity threats for 2024
Wed, 1st Nov 2023
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malware
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uc
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risk & compliance
BeyondTrust’s cybersecurity experts predict the main global threats for 2024, including advanced AI threats and a rise in subscription-based model risks.
NICE leads in Ventana Research's 2023 Buyers Guide for Agent Management
Wed, 1st Nov 2023
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cx
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NICE has secured the top spot in Ventana Research's 2023 Buyers Guide for Agent Management, cited for its use of AI.
Freshworks customers enhance employee experience via increased Microsoft Teams usage
Mon, 30th Oct 2023
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collaboration
Freshworks reports a surge in Microsoft Teams usage by Freshservice customers, increasing productivity for over 250,000 users.
Expert-Fit: A paradigm shift in engaging consultants unveiled
Tue, 24th Oct 2023
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A new venture, Expert-Fit, aims to redefine consultancy and executive recruitment for businesses at all growth stages.
CHU upgrades its video collaboration capabilities with Ricoh
Thu, 19th Oct 2023
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partner programmes
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digital entertainment
Ricoh Australia has been working alongside CHU to enhance and expand its company-wide video collaboration capabilities.
Peak Insight deploys Webex solution for Opal Packaging Australia
Wed, 18th Oct 2023
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uc
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data analytics
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martech
Peak Insight successfully deploys a Webex Calling and Contact Centre solution for Opal Packaging Australia in a significant managed services agreement.