Contact Centre stories - Page 13
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.
Amazon Connect Ready to optimise the contact centre experience
Fri, 4th Aug 2023
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uc
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data analytics
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hyperscale
Amazon Connect Ready Partner solutions support seamless customer engagement across multiple channels, improve employee productivity and provide data analytics.
How AI can complement Australia's human experience
Wed, 2nd Aug 2023
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uc
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digital transformation
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ai
Artificial Intelligence (AI) and digital technologies have become an integral part of our lives, promising a future of unprecedented possibilities.
Key factors to look for in a Customer Experience Software
Wed, 26th Jul 2023
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uc
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cx
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martech
Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
Is ChatGPT’s use of our personal data even legal?
Tue, 25th Jul 2023
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uc
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data protection
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data privacy
As the field is always evolving, laws and regulations surrounding personal data use in AI are likely to evolve too.
UC teams up with Microsoft, a collaboration for innovation
Mon, 24th Jul 2023
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uc
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partner programmes
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ai
University of Canterbury partners with Microsoft to advance student experience, research capabilities, and employability.
Ascensos uses Calabrio ONE to save 375 hours a week
Mon, 24th Jul 2023
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uc
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productivity
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contact centre
Ascensos is using Calabrio ONE to schedule 2,500 agents at seven contact centre locations in the United Kingdom, Romania, Turkey, and South Africa.
TeamViewer wins the 2023 Microsoft Partner of the year award
Fri, 21st Jul 2023
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uc
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partner programmes
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digital entertainment
The company was honoured for integrating TeamViewer Tensor into Microsoft Teams and was among a global field of top Microsoft partners.
The power of Vector Search and NLP: A Business value perspective
Fri, 21st Jul 2023
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uc
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data analytics
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digital transformation
Integrating Vector Search and NLP offers a significant opportunity for businesses to improve their operations and drive growth.
61% of customers prefer to speak with chatbots - study
Fri, 21st Jul 2023
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uc
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fintech
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cx
New survey from Boost.ai reveals customers' growing acceptance and preference for chatbots and virtual agents.
The creative and productive evolution of generative AI
Sun, 16th Jul 2023
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uc
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martech
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genai
Our goal is to help creatives spend more time being creative and less time dealing with the hidden production work that robs us of the joy of making.
Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Sun, 16th Jul 2023
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uc
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data privacy
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llms
Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
The five key pillars of exceptional customer contact
Fri, 14th Jul 2023
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saas
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uc
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cx
To succeed, brands need to go above and beyond to provide consistent experiences to their customers while also looking to make continuous improvements.
Conversational AI's role in optimising debt collection
Mon, 10th Jul 2023
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uc
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digital transformation
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fintech
By leveraging conversational AI, companies across multiple sectors can automate various aspects of customer interactions.
Channel UC enhances Microsoft Teams with Tollring’s Analytics 365
Fri, 7th Jul 2023
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uc
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data analytics
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hybrid & remote work
Analytics 365 from Tollring makes it easy for businesses to understand their people and customers using Microsoft Teams.
This call will be recorded for its business insights
Thu, 6th Jul 2023
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uc
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genai
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ai
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
Indara partners vHive for AI-driven software solutions
Thu, 6th Jul 2023
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saas
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uc
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digital transformation
Indara Digital Infrastructure announces partnership with vHive for their AI-driven digital twin programme, including drone technology.
RingCentral completes global first, rolls out compliant cloud phone services in India
Wed, 5th Jul 2023
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uc
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telco
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contact centre
RingCentral becomes the first global cloud provider to offer fully compliant cloud phone services in India, following regulatory verifications.
Zepto appoints Rich Miller as Chief Technology Officer
Wed, 5th Jul 2023
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uc
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fintech
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digital twins
Zepto makes groundbreaking appointment with Rich Miller as new CTO, bringing his illustrious career and fintech expertise to the company.
Alcatel-Lucent launches Microsoft Teams integration
Wed, 21st Jun 2023
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uc
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connector systems
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voip
Alcatel-Lucent Enterprise announces the launch of Rainbow Telephony, designed to interface with Microsoft Teams.
Verint empowers contact centre users with engagement data insights
Sat, 17th Jun 2023
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uc
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cx
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martech
Powered by Verint Da Vinci AI, Verint engagement data insights delivers no code, training, or self-service data access 24/7.