Contact Centre stories - Page 12
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.
Workday unveils AI-enhanced managerial tools to boost productivity & employee engagement
Thu, 28th Sep 2023
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hcm
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Workday unveils innovative features for its HCM offering, utilizing AI to provide managers with real-time insights and recommendations.
Zoom launches Workforce Engagement Management suite
Wed, 27th Sep 2023
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martech
Zoom announces the availability of its Workforce Engagement Management suite for Contact Center customers, enhancing customer experience solutions.
SmartSat CRC invests in Canberra’s new space agenda
Mon, 25th Sep 2023
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spacetech
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contact centre
Australia’s space research centre, SmartSat Cooperative Research Centre (CRC), has increased its investment in ACT to over AUD $7 million.
NICE CXone Summer 2023 release to deliver CX at scale
Mon, 25th Sep 2023
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public cloud
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NICE has announced the CXone Summer 2023 release, unlocking new levels of openness and flexibility to deliver customer experience at scale.
NICE named market leader for CX Analytics solution
Thu, 21st Sep 2023
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data analytics
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cx
NICE has been recognised as the overall leader by Quadrant Knowledge Solutions in the 2023 SPARK Matrix for Speech Analytics report.
Oracle boosts AI capabilities with NVIDIA integration in cloud marketplace
Thu, 21st Sep 2023
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digital twins
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Oracle and NVIDIA are making the AI Enterprise and DGX Cloud platforms available through the Oracle Cloud Marketplace.
Oracle boosts customer experience with generative AI in Cloud CX platform
Wed, 20th Sep 2023
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Oracle adds generative AI capabilities to its Fusion Cloud Customer Experience platform to enhance customer service.
Silico redefines process simulation with latest launch
Thu, 7th Sep 2023
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digital twins
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ai agents
Silico 2.0 represents a step forward by focusing on a faster time to insight, scalability, and seamless integration of processes, the company states.
Zoom launches generative AI assistant Zoom AI Companion
Thu, 7th Sep 2023
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The new generative AI-powered assistant helps improve collaboration and productivity and is included at no extra cost for paid customers.
How WhatsApp makes money explained
Wed, 6th Sep 2023
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voip
How does WhatsApp, the messaging giant, generate revenue? We explore its diverse streams, from business services to digital payments.
Genesys Cloud CX grows revenue over 50% year-over-year
Tue, 5th Sep 2023
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Genesys was also recognised as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, positioned highest for ability to execute.
UK businesses warned about integration of AI chatbots
Fri, 1st Sep 2023
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data privacy
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British officials are warning organisations about integrating artificial intelligence-driven chatbots into their businesses.
BotPenguin unveils advanced AI chatbots for better experience
Thu, 31st Aug 2023
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data analytics
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cx
BotPenguin's AI Chatbots offer personalized communication and integrations to enhance customer engagement and business operations.
NICE crowns top innovators with CX Excellence Awards
Wed, 30th Aug 2023
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NICE, the customer experience software, has announced the winners of its International CX Excellence Awards for 2023.
Channel selection: Essential for a successful customer experience strategy
Tue, 29th Aug 2023
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Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
Video: 10 Minute IT Jams - An update from Neat
Mon, 28th Aug 2023
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digital entertainment
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video conferencing
Neat's Regional Director for APAC, Niko Walraven, discusses how the company is helping customers adapt to changing workplace needs.
NICE named a leader in 2023 Frost & Sullivan report
Mon, 28th Aug 2023
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contact centre
NICE's complete, AI-powered cloud contact centre solutions portfolio shines in Frost & Sullivan's analysis of growth and innovation.
Travel Counsellors introduces Freshworks AI-powered chatbots
Thu, 24th Aug 2023
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martech
The tour operator can now automatically resolve simple queries through bots while prioritising more challenging queries.
Superloop wins Baptcare’s SD-WAN and VOIP services contract
Tue, 22nd Aug 2023
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network infrastructure
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digital transformation
Superloop will provide services for 30-plus sites with over 2000 desk phones and 1000 softphones under a significant modernisation of the non-profit.
Suncorp FY23 performance boosted by technology transformation
Thu, 10th Aug 2023
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digital transformation
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it automation
Digitisation, automation and artificial intelligence (AI) have helped support the performance of Suncorp Group in the financial year (FY) 2022-23.