Contact Centre stories - Page 17
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.
NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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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
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uc
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voip
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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
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cx
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martech
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what’s the catch?.
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New Marketing Head at AI platform Ambit
Fri, 9th Dec 2022
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martech
Conversational AI platform, Ambit, appoints Ashley Harder as Head of Marketing to aid company's growth in Australasia and expand into new markets.
Genesys appoints Olivier Jouve as new Chief Product Officer
Fri, 9th Dec 2022
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uc
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cx
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martech
Genesys appoints Olivier Jouve as Chief Product Officer and Barbara Holzapfel as Chief Marketing Officer to further enhance customer experience strategies.
Exclusive: NICE brings AI solutions to the CX market
Thu, 8th Dec 2022
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NICE, a specialist in customer experience, is helping businesses enhance CX with its leading cloud-native platform.
Genesys named cloud contact centre leader by Frost & Sullivan
Wed, 30th Nov 2022
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martech
Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both CX and EX.
New VPs in Products & Growth at Cyara
Fri, 18th Nov 2022
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saas
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uc
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devops
Cyber assurance provider Cyara has hired Max Lipovetsky as VP Products and Russ Hellmann as VP Growth Marketing to drive global expansion.
Sektor adds Neat video meeting to its solutions portfolio
Thu, 17th Nov 2022
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saas
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uc
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partner programmes
Sektor has added Neat video meeting devices to their solutions portfolio for enterprise and public sector customers across New Zealand.
NICE named Technology Leader in 2022 SPARK Matrix for VoC
Thu, 10th Nov 2022
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martech
NICE has been recognized as a Technology Leader in the 2022 SPARK Matrix for Voice of the Customer (VoC) Platform report.
Avaya showcases metaverse tech at Gartner’s symposium
Wed, 9th Nov 2022
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uc
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paas
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cx
At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.
Freshworks integrates conversational AI in CX/CRM solutions
Fri, 4th Nov 2022
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crm
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cx
The upcoming launch includes updates to Freshchat, Freshdesk, Freshmarketer and Freshsales to help companies automate the entire customer lifecycle.
Penrith City Council utilises NICE CXone platform for CX ops
Wed, 2nd Nov 2022
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uc
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digital transformation
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cx
Penrith City Council selects NICE CXone to enhance customer service operations, improve reporting capabilities, and support digital transformation.
Hands-on review: Poly Voyager 4320 UC headset
Thu, 27th Oct 2022
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gaming
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uc
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reviews
The headset is made from black plastic with a flexible metal headband, which can extend to fit. Even when extended, the headband feels very robust.
NICE enables enterprises to achieve greater consumer understanding
Wed, 26th Oct 2022
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uc
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it automation
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ai
NICE has announced its industry breakthrough as the first to orchestrate synchronous and asynchronous interactions at scale.
NICE receives top Gartner scores for Digital Customer Service Centre
Wed, 26th Oct 2022
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uc
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contact centre
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customer service
NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 Critical Capabilities for CCaaS report.
Sennheiser is changing the future of business conferencing
Thu, 20th Oct 2022
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uc
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hybrid & remote work
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video conferencing
The new ‘hybrid work’ model ushered in by the pandemic means that business meetings don’t always take place with everyone in the same room.
Silver Spring Pathfinder creates opportunities with Avaya
Mon, 17th Oct 2022
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uc
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cloud services
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avaya
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities for disadvantaged Singaporeans.
Spark migrates to Genesys Cloud CX contact centre platform
Mon, 17th Oct 2022
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uc
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cx
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martech
Spark wanted its contact centre technology to support its vision for customer service: frontline teams able to shift to where demand is most significant.
Make VoIP business calling even better with affordable add-ons
Mon, 17th Oct 2022
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crm
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uc
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martech
Discover the additional features of VoIP calling that can create a professional experience for your customers and make it easier for your employees.