Contact Centre stories - Page 16
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.
Businesses failing to deliver positive chatbot experiences
Thu, 9th Feb 2023
#
uc
#
cx
#
martech
Research shows six in ten consumers interacted with a brand via chatbot in the last six months – 24% more than those who picked up the phone.
Frost & Sullivan ranks NICE highly on 2022 VoC report
Wed, 8th Feb 2023
#
uc
#
cx
#
martech
Frost & Sullivan has given NICE top placement in its Frost Radar Voice of Customer report for 2022 for its growth and innovation.
HotelPORT partners ComOps for better contact centre services
Tue, 7th Feb 2023
#
uc
#
digital transformation
#
cx
The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.
The simple reason your bot is failing
Tue, 7th Feb 2023
#
uc
#
ai
#
ai agents
A word of caution is in order: when it comes to chatbot execution, it's easy to miss the mark and much can be learnt from past chatbot journeys.
.
NICE and Cognizant partner up on CX transformation initiative
Thu, 2nd Feb 2023
#
uc
#
partner programmes
#
cloud services
NICE and Cognizant have announced the launch of a global strategic go-to-market partnership to accelerate customer experience transformation.
NICE launches a conversational CX with ChatGPT-enabled CXone
Wed, 1st Feb 2023
#
uc
#
cx
#
martech
Integrating CXone Expert and OpenAI's generative modelling enables consumers to resolve issues with human-friendly automated self-service.
Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
#
uc
#
martech
#
omnichannel
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
New Zoom virtual agent aims to transform customer support
Thu, 26th Jan 2023
#
uc
#
cx
#
martech
Zoom Virtual Agent is an intelligent conversational AI and chatbot solution using natural language processing and machine learning to resolve customer queries.
Forget 2030, we need the contact centre of the future now
Mon, 23rd Jan 2023
#
uc
#
hybrid & remote work
#
contact centre
Small and medium-sized enterprises (SMEs) are more in need of next-generation contact centres now than ever before.
NICE recognised in new cloud-based contact centre report
Fri, 20th Jan 2023
#
uc
#
cloud services
#
contact centre
DMG Consulting has recognised NICE in its Worldwide Cloud-Based Contact Infrastructure Market Share Report as a market share leader.
Don't allow bad data to ruin your digital twin plans
Thu, 19th Jan 2023
#
virtualisation
#
uc
#
data analytics
Organisations need data management tools to root out poor quality data and stop it from influencing virtual simulations.
Genesys unveils strategic collaboration agreement with AWS
Thu, 12th Jan 2023
#
uc
#
hyperscale
#
public cloud
The partnership aims to empower organisations to accelerate their digital transformation and cloud customer experience strategies.
Human service, AI and analytics top contact centre trends
Fri, 6th Jan 2023
#
uc
#
data analytics
#
ai
As global financial conditions continue to worsen, the number of vulnerable customers is increasing, according to IPI.
What MSPs need to know about work migrations
Thu, 22nd Dec 2022
#
uc
#
migration
#
voip
End users en masse have turned to applications like Microsoft Teams, Zoom, Slack, Google Hangouts and other workplace collaboration tools.
NICE wins 2022 award for tech innovation in Asia Pacific
Tue, 20th Dec 2022
#
uc
#
ai models
#
cloud services
NICE has been awarded the 2022 Asia Pacific Cloud Contact Center Services Technology Innovation Leadership Award by Frost & Sullivan.
NICE launches ElevateAI, an AI as a Service (AIaaS)
Fri, 16th Dec 2022
#
uc
#
cx
#
martech
ElevateAI will provide on-demand access to NICE's unrivalled CX data and AI via developer-friendly APIs, to improve customer interactions.
NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
#
uc
#
cx
#
martech
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
Ribbon Communications appoints Channel UC as ANZ distributor
Wed, 14th Dec 2022
#
uc
#
voip
#
contact centre
Ribbon Communications has announced that it has appointed Channel UC as a partner and distributor in Australia and New Zealand.
Don’t let your CCaaS cloud migration cast a shadow over customer experience
Mon, 12th Dec 2022
#
uc
#
cx
#
martech
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what’s the catch?.
.webp)
New Marketing Head at AI platform Ambit
Fri, 9th Dec 2022
#
uc
#
cx
#
martech
Conversational AI platform, Ambit, appoints Ashley Harder as Head of Marketing to aid company's growth in Australasia and expand into new markets.