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.
Scotland's COPFS boosts IT operations with Freshworks' Freshservice
Fri, 26th Jan 2024
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data analytics
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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.
Sinch & Mitto lead winners at Juniper Telco Innovation Awards
Thu, 25th Jan 2024
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iot
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5g & beyond
Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.
A new kind of PC is coming: From personal computer to innovation enabler
Wed, 24th Jan 2024
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endpoint protection
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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.
Virsae launches AI-powered service management for Microsoft Teams on Azure
Tue, 23rd Jan 2024
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cx
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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.
AI revolutionises CXin Australian firms, reveals Zendesk
Tue, 23rd Jan 2024
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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.
EU chief urges Europe to boost AI initiatives at Davos
Thu, 18th Jan 2024
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martech
EU Chief Ursula von der Leyen urges Europe to increase AI adoption for competitiveness at the World Economic Forum.
AI-driven customer experience heralds future trends
Thu, 18th Jan 2024
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data protection
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cx
The integration of AI in Customer Experience could herald a major industry shift, bringing personalisation, cost reduction and large-scale operation.
How eCommerce and fintech firms are leveraging the power of AI-enabled data centres
Fri, 5th Jan 2024
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data analytics
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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.
LINX expands Azure Peering partnership with Microsoft in US
Thu, 4th Jan 2024
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datacentre infrastructure
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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.
CCNNZ urges call centres to prioritise CX over speed
Thu, 28th Dec 2023
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cx
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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.
Thai software vendor revenue grows 14.1% with AI as key driver
Thu, 28th Dec 2023
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private cloud
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digital transformation
Thailand's software vendor revenue growth at 14.1% YoY, driven by booming AI, application platforms and cloud services adoption.
Geeker pioneers on-demand peer-to-peer tech support
Thu, 28th Dec 2023
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ai agents
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contact centre
Geeker launches real-time tech support platform, enabling swift peer-to-peer tech troubleshooting on-demand at the push of a button.
Trust Bank conducts first internal hackathon, fostering innovation
Wed, 27th Dec 2023
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llms
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Trust Bank conducts its first internal hackathon, fostering innovation to improve customer experiences.
Egress experts predict wave of AI weaponisation in cyber threats for 2024
Wed, 27th Dec 2023
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cx
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phishing
Egress forecasts AI-powered cyber threats to soar in 2024, with cybercriminals exploiting artificial intelligence.
Meet ESG goals with industrial automation
Tue, 26th Dec 2023
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dei
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digital twins
ESG goals shift from optional to essential in business, with automation aiding efficiency and sustainability.
Sipcom launches HALO Operator Connect service for Microsoft Teams
Thu, 21st Dec 2023
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voip
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contact centre
Cloud communications provider Sipcom introduces HALO Operator Connect, a service integrating a public switched phone network into Microsoft Teams.
Advancements in AI tipped to transform telecoms sector in 2024
Sat, 16th Dec 2023
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data analytics
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AI advancements, specifically Large Language Models, are set to reshape the telecom industry in 2024, predicts a Senior Consultant at Teradata.
8x8's new tool 'Sales Assist' empowers retailers and enhances shopping experience
Fri, 15th Dec 2023
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digital entertainment
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email
8x8 unveils 'Sales Assist', a new tool designed to enhance customer satisfaction and streamline the retail experience.
Mesh Ai debuts Simpatico Teams, an AI-powered Australian first
Thu, 14th Dec 2023
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ai agents
Mesh AI introduces Simpatico Teams, Australia's inaugural AI-powered tool aiding in managing mental health at workplaces.
Tollring to launch AI-powered cloud call recording solution, Record AI
Thu, 14th Dec 2023
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data analytics
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cx
Tollring unveils cloud-based AI call recording service, Record AI, targeting all organisation users from January 2024.