Contact Centre stories - Page 12
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.
Nasuni's new guides assist users with Microsoft Copilot AI integration
Thu, 18th Apr 2024
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uc
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ai
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agentic ai
Nasuni, a hybrid cloud storage firm, has launched guides to help customers use Microsoft Copilot AI with their data sets managed on Nasuni, unlocking increased business insights and revenues.
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Qualtrics appoints Gurdeep Singh Pall as AI Strategy President
Thu, 18th Apr 2024
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uc
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cx
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martech
Qualtrics, renowned experience management firm, welcomes Gurdeep Singh Pall as its first-ever President of AI Strategy. The former Microsoft executive will steer the AI-enriched evolution of experience management for customers and employees.
Access4 unveils Flex solution for Microsoft Teams integration
Mon, 15th Apr 2024
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uc
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voip
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contact centre
Access4 has launched its Flex solution for Microsoft Teams, designed to amalgamate advanced and basic user services within one customer tenancy, fostering cost-effectiveness and scalability.
Databricks launches AI-driven Data Intelligence Platform for Energy sector
Sat, 13th Apr 2024
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uc
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digital transformation
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iot
Databricks launches the Data Intelligence Platform for Energy, enabling a unified approach to analytics using open lakehouse technology, and championing energy transitions with AI and predictive capabilities.
Dell's groundbreaking WL7024 headset revolutionises noise cancellation
Fri, 12th Apr 2024
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uc
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network infrastructure
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digital entertainment
Dell launches the world's 'most intelligent' wireless headset, the AI-driven Premier Wireless ANC Headset (WL7024), boasting AI noise cancellation, superior battery life, and ergonomic design.
Darktrace shifts to proactive AI strategy to combat rising cyber threats
Tue, 9th Apr 2024
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uc
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email security
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ai security
In response to rising AI-driven cyber threats, Darktrace is repositioning to a platform-based strategy aimed at better equipping businesses to anticipate and counter these advanced cyber attacks.
How attackers weaponise generative AI through data poisoning and manipulation
Thu, 4th Apr 2024
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malware
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uc
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firewalls
New forms of cyber risks emerge as attackers weaponise generative AI through data poisoning and manipulation, endangering the integrity of trusted systems and customer interactions.
Overcoming the data challenges associated with gen AI deployments
Wed, 3rd Apr 2024
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uc
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encryption
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api
As gen AI tools transform multiple sectors, businesses need to tackle key challenges including concerns over data privacy, inherited biases, and ethical dilemmas.
Parkerville charity embraces digital transformation with RingCentral platform
Tue, 2nd Apr 2024
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crm
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uc
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digital transformation
Parkerville Children and Youth Care transitions to RingCentral's unified communications-as-a-service platform, marking a significant phase in their digital transformation aimed at replacing all IT infrastructure hardware by 2024.
Applause survey reveals prevalent use & concerns about Gen AI
Tue, 2nd Apr 2024
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uc
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genai
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data privacy
A survey by Applause reveals consumers increasingly use AI-powered chatbots for everyday tasks, despite growing data privacy concerns and frequent inaccuracies.
Yealink launches BH70 bluetooth headset for hybrid work
Thu, 28th Mar 2024
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uc
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hybrid & remote work
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headsets
Yealink's BH70, a bluetooth headset tailored for the hybrid workforce, offers seamless connectivity, advanced noise cancellation, and a 35-hour talk time.
NICE launches next-gen AI tool Enlighten Copilot for CX leaders
Thu, 28th Mar 2024
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cx
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martech
NICE's next-gen Enlighten Copilot AI technology, geared toward CX decision-makers and supervisors, promises to enhance customer interactions with real-time data analysis, amidst the rise of AI usage in the workplace.
PagerDuty launches enterprise Incident Management plan in the Asia-Pacific
Thu, 28th Mar 2024
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uc
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devops
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apm
PagerDuty has launched its enterprise Incident Management solution in Australia, New Zealand, and Asia-Pacific, aimed at streamlining processes, reducing reputational risks, and cutting costs for digital businesses.
NICE unveils Enlighten XM for hyper-personalised customer experiences
Tue, 26th Mar 2024
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uc
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cx
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martech
NICE reveals AI solution Enlighten XM, offering hyper-personalised customer experiences through large language models and a deep data memory system.
Ativa platform chosen by Alianza for Voice Analytics Platform power
Fri, 22nd Mar 2024
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uc
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collaboration
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voip
Alianza, the cloud communications firm, chooses Infovista's Ativa platform to fuel its Voice Analytics Platform, enhancing CSPs understanding of voice traffic through real-time metrics and diagnostics.
Zoom unveils compliance manager for regulatory risk management
Fri, 22nd Mar 2024
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uc
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dlp
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healthtech
Zoom has launched a new tool, the Zoom Compliance Manager, set to streamline regulatory risk and compliance management across its platforms.
Siemens adopts NVIDIA Omniverse Cloud APIs for Xcelerator platform upgrade
Fri, 22nd Mar 2024
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uc
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digital twins
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genai
Siemens boosts its Xcelerator platform with NVIDIA's Omniverse Cloud APIs, revolutionising industrial-scale design with photoreal digital twin capabilities and minimising production errors.
LeapXpert reveals Maxen, a GenAI app to boost client communication
Thu, 21st Mar 2024
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uc
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risk & compliance
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genai
LeapXpert introduces GenAI application, Maxen, envisioned to revolutionise client communications and enhance the productivity of relationship managers, with the official launch set in March 2024.
Aussies lose trust in traditional comms due to scam surge, study reveals
Thu, 21st Mar 2024
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uc
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agentic ai
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cloud services
A surge in scams targeting traditional communication channels such as SMS and email has caused Australians to lose faith in these methods, with in-app messaging emerging as the most trusted platform, according to a recent study.
Three reasons contact centres are embracing Open CcaaS
Thu, 21st Mar 2024
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crm
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uc
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cx
With exceptional CX now the norm, businesses are increasingly adopting Open CCaaS due to its focus on digital channels, support for AI innovation, and preference for best-of-breed applications.