TechDay New Zealand - Aotearoa's technology news network

Contact Centre stories - Page 8

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.
Story image
Prophecy International & SOFTEL Communications announce strategic AI alliance
Wed, 7th Feb 2024
#
uc
#
data analytics
#
cx
Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.
Story image
UK House of Lords warn of copyright plunder by AI firms
Wed, 7th Feb 2024
#
uc
#
physical security
#
llms
UK House of Lords committee warns ministers about AI firms illegally using copyrighted material for training, calling for a revamp of outdated copyright laws.
Story image
Embracing new tools in CX to revolutionise the digital customer journey
Tue, 6th Feb 2024
#
uc
#
data analytics
#
cx
Businesses are advised to combine journey mapping, EQ and AI to enhance their digital customer experience strategies.
Story image
Dell launches AI-powered intelligent headsets for hybrid work
Thu, 1st Feb 2024
#
uc
#
network infrastructure
#
hcm
Dell Technologies unveils new intelligent headsets equipped with advanced AI technology, enhancing productivity and communication in the evolving landscape of hybrid work.
Story image
Brits prefer pest infestation over poor customer service, study reveals
Wed, 31st Jan 2024
#
uc
#
cx
#
martech
Research by AI specialist RingCentral finds 18% of Brits would rather have a household pest problem than engage with corporate customer service, with poor experiences deterring 65% from repeat business.
Story image
New state-of-the-art IMPACT 700 and 800 headsets from EPOS
Wed, 31st Jan 2024
#
uc
#
headsets
#
contact centre
Audio tech firm EPOS introduces IMPACT 700 and 800, two industry-leading additions to its premier enterprise headset series, tailored for multiple work environments.
Story image
Scotland's COPFS boosts IT operations with Freshworks' Freshservice
Fri, 26th Jan 2024
#
uc
#
data analytics
#
rpa
Scotland's top prosecution service, COPFS, enhances IT support and management systems with vital aid from Freshworks Inc.'s Freshservice platform, greatly improving customer satisfaction and resolution times.
Story image
Sinch & Mitto lead winners at Juniper Telco Innovation Awards
Thu, 25th Jan 2024
#
uc
#
iot
#
5g & beyond
Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.
Story image
A new kind of PC is coming: From personal computer to innovation enabler
Wed, 24th Jan 2024
#
uc
#
endpoint protection
#
hybrid cloud
Generative AI is transforming personal computers (PCs) from mere consumer technology to platforms for innovation, set to revolutionise the way we live and work.
Story image
Virsae launches AI-powered service management for Microsoft Teams on Azure
Tue, 23rd Jan 2024
#
uc
#
cx
#
martech
Virsae launches its AI-driven 'Virsae Service Management for Microsoft Teams' on the Microsoft Azure Marketplace, aiming to optimise performance across XCaaS platforms, including WFH environments.
Story image
AI revolutionises CXin Australian firms, reveals Zendesk
Tue, 23rd Jan 2024
#
uc
#
cx
#
martech
Zendesk's 2024 report reveals a rise in the use of AI by Australian firms, surpassing the global average, to revolutionise and personalise customer experiences.
Story image
EU chief urges Europe to boost AI initiatives at Davos
Thu, 18th Jan 2024
#
uc
#
cx
#
martech
EU Chief Ursula von der Leyen urges Europe to increase AI adoption for competitiveness at the World Economic Forum.
Story image
AI-driven customer experience heralds future trends
Thu, 18th Jan 2024
#
uc
#
data protection
#
cx
The integration of AI in Customer Experience could herald a major industry shift, bringing personalisation, cost reduction and large-scale operation.
Story image
How eCommerce and fintech firms are leveraging the power of AI-enabled data centres
Fri, 5th Jan 2024
#
uc
#
data analytics
#
fintech
Ecommerce and fintech firms tap into the potential of AI-enabled data centres, harnessing GPU-powered servers to enhance data processing, bolster fraud detection, and streamline payment systems.
Story image
LINX expands Azure Peering partnership with Microsoft in US
Thu, 4th Jan 2024
#
uc
#
datacentre infrastructure
#
microsoft
The London Internet Exchange (LINX) has expanded its US partnership with Microsoft, launching Azure Peering Service at LINX NoVA for enhanced public Microsoft cloud services connectivity.
Story image
CCNNZ urges call centres to prioritise CX over speed
Thu, 28th Dec 2023
#
uc
#
cx
#
martech
More emphasis should be placed on ensuring the customer's problem is resolved and that they were attended to by a sympathetic call centre operator.
Story image
Thai software vendor revenue grows 14.1% with AI as key driver
Thu, 28th Dec 2023
#
uc
#
private cloud
#
digital transformation
Thailand's software vendor revenue growth at 14.1% YoY, driven by booming AI, application platforms and cloud services adoption.
Story image
Geeker pioneers on-demand peer-to-peer tech support
Thu, 28th Dec 2023
#
uc
#
ai agents
#
contact centre
Geeker launches real-time tech support platform, enabling swift peer-to-peer tech troubleshooting on-demand at the push of a button.
Story image
Trust Bank conducts first internal hackathon, fostering innovation
Wed, 27th Dec 2023
#
uc
#
llms
#
ai
Trust Bank conducts its first internal hackathon, fostering innovation to improve customer experiences.
Story image
Egress experts predict wave of AI weaponisation in cyber threats for 2024
Wed, 27th Dec 2023
#
uc
#
cx
#
phishing
Egress forecasts AI-powered cyber threats to soar in 2024, with cybercriminals exploiting artificial intelligence.