Digital Transformation / DX
Artificial Intelligence / AI
Internet of Things
Contact Centre stories
How contact centres can realise the benefits of Microsoft Teams
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
Understanding the primary approaches to call recording in Microsoft Teams
As organisations modernise their contact centres, they are turning to platforms like Microsoft Teams.
AWS improves contact centre productivity with new Amazon Connect features
AWS has shared new business momentum milestones and announced three new capabilities for , improving contact centre agent productivity.
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.
Salesforce announces new AI-powered workflows in Service Cloud
The new workflows enable customer service teams to predict, route and solve customer needs, and offers new digital contact centre innovations.
Vodafone and AWS create unique Kiwi voice for Amazon Connect
Vodafone New Zealand has announced the launch of a Kiwi voice for Amazon Connect, the omnichannel cloud contact centre.
Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
8x8 celebrates 'Challenger' position on Gartner MQ for Contact Centre as a Service
8x8 CEO Dave Sipes says the recognition validates the company’s commitment to the four pillars of great customer service.
Gartner names NICE as leader in CCaaS for 7th consecutive year
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.
Genesys integrates AI into the Cloud CX contact centre platform
Customer experience orchestration company Genesys integrates AI features into the Genesys Cloud CX platform.
Zoom moves into contact centre market, acquiring Five9 in $14.7 billion stock transaction
Zoom has announced a definitive agreement to acquire the cloud contact centre Five9 in an all-stock transaction valued at approximately $14.7 billion.
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.
EPOS transforms hybrid work environment with IMPACT SDW 5000 contact centre headset range
Contact centre agents no longer have to stick within the limitations of traditional wired phone technologies.
Vodafone offers Ambit's chatbot tech to contact centre customers
A new partnership between Vodafone New Zealand and Ambit is bringing AI-based chatbots to Vodafone’s contact centre customers.
NICE infuses voice of customer capabilities with artificial intelligence
NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.
LogMeIn has added new features to its contact centre platform to help retain customers
LogMeIn has announced a new contact centre outbound calling solution for GoToConnect, aimed at sales organisations and expanded inbound capabilities.
Why the Government should encourage contact centres to call Australia home
Locally based contact centres are good for the country and better for business, writes MaxContact director of operations for Australia Daniel Harding.
NICE releases an AI-powered self-service platform
Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.
'Conversational service automation' firm Uniphore raises $140m
"We are excited to back Uniphore and believe 2021 will be a breakout year of innovations and tremendous progress in transforming CX for the enterprise."
Video: 10 Minute IT Jams - Who is Enghouse Interactive?
We spoke to Enghouse Interactive's managing director, Andrew Carmody.
MaxContact integrates contact centre solution with Microsoft Teams
According to MaxContact’s Australian operations director Daniel Harding, the aim is to offer a rich and integrated communications experience.
APAC consumers comfortable with human & AI-assisted contact centres
Consumer frustrations could be missed opportunities for brands to deliver a better experience while building trust and loyalty.
MaxContact integrates Avoira speech analytics into contact centre solution
The aim is to help businesses create better customer experiences.