Contact Centre stories - Page 18
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.
How WhatsApp makes money explained
Wed, 6th Sep 2023
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uc
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martech
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voip
How does WhatsApp, the messaging giant, generate revenue? We explore its diverse streams, from business services to digital payments.
Genesys Cloud CX grows revenue over 50% year-over-year
Tue, 5th Sep 2023
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uc
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cx
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martech
Genesys was also recognised as a Leader in the 2023 Gartner Magic Quadrant for Contact Center as a Service, positioned highest for ability to execute.
BotPenguin unveils advanced AI chatbots for better experience
Thu, 31st Aug 2023
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uc
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data analytics
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cx
BotPenguin's AI Chatbots offer personalized communication and integrations to enhance customer engagement and business operations.
NICE crowns top innovators with CX Excellence Awards
Wed, 30th Aug 2023
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saas
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uc
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cx
NICE, the customer experience software, has announced the winners of its International CX Excellence Awards for 2023.
Channel selection: Essential for a successful customer experience strategy
Tue, 29th Aug 2023
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uc
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cx
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martech
Today's contact centres are evolving rapidly to meet customer demand for diverse, seamless engagement channels. Here's how.
Video: 10 Minute IT Jams - An update from Neat
Mon, 28th Aug 2023
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uc
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digital entertainment
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video conferencing
Neat's Regional Director for APAC, Niko Walraven, discusses how the company is helping customers adapt to changing workplace needs.
NICE named a leader in 2023 Frost & Sullivan report
Mon, 28th Aug 2023
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uc
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ai
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contact centre
NICE's complete, AI-powered cloud contact centre solutions portfolio shines in Frost & Sullivan's analysis of growth and innovation.
Superloop wins Baptcare's SD-WAN and VOIP services contract
Tue, 22nd Aug 2023
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uc
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network infrastructure
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digital transformation
Superloop will provide services for 30-plus sites with over 2000 desk phones and 1000 softphones under a significant modernisation of the non-profit.
Suncorp FY23 performance boosted by technology transformation
Thu, 10th Aug 2023
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uc
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digital transformation
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it automation
Digitisation, automation and artificial intelligence (AI) have helped support the performance of Suncorp Group in the financial year (FY) 2022-23.
Amazon Connect Ready to optimise the contact centre experience
Fri, 4th Aug 2023
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uc
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data analytics
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hyperscale
Amazon Connect Ready Partner solutions support seamless customer engagement across multiple channels, improve employee productivity and provide data analytics.
How AI can complement Australia's human experience
Wed, 2nd Aug 2023
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uc
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digital transformation
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supply chain
Artificial Intelligence (AI) and digital technologies have become an integral part of our lives, promising a future of unprecedented possibilities.
Key factors to look for in a Customer Experience Software
Wed, 26th Jul 2023
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uc
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cx
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martech
Organisations need to continue investing in customer experience (CX) solutions that empower them to deliver frictionless experiences.
Is ChatGPT's use of our personal data even legal?
Tue, 25th Jul 2023
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uc
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data protection
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data privacy
As the field is always evolving, laws and regulations surrounding personal data use in AI are likely to evolve too.
Ascensos uses Calabrio ONE to save 375 hours a week
Mon, 24th Jul 2023
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uc
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productivity
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contact centre
Ascensos is using Calabrio ONE to schedule 2,500 agents at seven contact centre locations in the United Kingdom, Romania, Turkey, and South Africa.
TeamViewer wins the 2023 Microsoft Partner of the year award
Fri, 21st Jul 2023
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uc
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partner programmes
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digital entertainment
The company was honoured for integrating TeamViewer Tensor into Microsoft Teams and was among a global field of top Microsoft partners.
The power of Vector Search and NLP: A Business value perspective
Fri, 21st Jul 2023
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uc
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data analytics
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digital transformation
Integrating Vector Search and NLP offers a significant opportunity for businesses to improve their operations and drive growth.
61% of customers prefer to speak with chatbots - study
Fri, 21st Jul 2023
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uc
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fintech
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cx
New survey from Boost.ai reveals customers' growing acceptance and preference for chatbots and virtual agents.
The creative and productive evolution of generative AI
Sun, 16th Jul 2023
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uc
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martech
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genai
Our goal is to help creatives spend more time being creative and less time dealing with the hidden production work that robs us of the joy of making.
Demystifying GPT solutions: to ChatGPT or not to ChatGPT?
Sun, 16th Jul 2023
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uc
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data privacy
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llms
Ultimately, the future of contact centres will likely hinge on the successful integration of AI technologies like GPT.
Channel UC enhances Microsoft Teams with Tollring's Analytics 365
Fri, 7th Jul 2023
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uc
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data analytics
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hybrid & remote work
Analytics 365 from Tollring makes it easy for businesses to understand their people and customers using Microsoft Teams.