Contact Centre stories - Page 67
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.
A look at how DataOps can drive significant business value
Thu, 5th Apr 2018
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devops
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data analytics
DataOps is emerging as a significant new trend that will serve to increase collaboration, agility and operational efficiency for large organisations.
Ivanti releases new cloud AI bot app for service management
Thu, 5th Apr 2018
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martech
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ai
Ivanti unveils a new AI-driven cloud app for service management, integrating virtual support with the ease and intuition of Siri and Alexa.
2018: When AI will humanise the workplace - HR Trends for Australasia
Thu, 29th Mar 2018
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martech
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hcm
AI revolutionises HR, mirroring customer experience tactics to bolster Employee Experience amidst a talent war.
How Workplace By Facebook helped solve an avocado shortage
Thu, 29th Mar 2018
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martech
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supply chain
Many employees in major industries like retail, farming, and transport seldom have their own PC or even a company email address, but they do all have.
Exclusive Interview: Oracle on AI and enterprise technology challenges
Thu, 22nd Mar 2018
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paas
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martech
Siddhartha Agarwal discusses Oracle's approach to AI and a number of other pressing issues for the enterprise space.
Thanks to Telstra, we'll soon be able to make voice calls from Office 365
Wed, 21st Mar 2018
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microsoft
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cloud services
Microsoft and Telstra join forces to enable voice calls via Office 365, integrating cloud collaboration tools with Telstra's voice services.
A chatbot for network security management? It's a reality
Wed, 21st Mar 2018
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network infrastructure
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sdn
In what may be an industry-first, a UK-based company has launched an intelligent chatbot especially designed for network security management tasks.
IDC forecast 'exploding' cognitive/AI opportunities in APeJ service market in 2018
Mon, 19th Mar 2018
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martech
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APeJ AI services market boom: IDC predicts 78% growth in spending, forecasting AI as key for competitive edge.
Exclusive interview: Lenovo's Scott Tease talks AI, HPC and the power of data
Thu, 15th Mar 2018
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datacentre infrastructure
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data analytics
Data is the most valuable asset to organizations, according to Lenovo's HPC and AI executive director, Scott Tease.
Avaya brings AI on board with acquisition of Spoken Communications
Thu, 15th Mar 2018
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blockchain
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ai
Avaya has closed its acquisition of Spoken Communications, boosting its cloud-based solutions and customer experience management.
Polycom brings Microsoft Teams and Alexa to 'conference smartphone'
Tue, 13th Mar 2018
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hyperscale
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public cloud
Polycom has expanded its capabilities with Microsoft, AWS, Zoom and Bluejeans to the Trio, the 'smartphone for the conference room'.
Cisco unveils its top five strategic business pillars for 2018
Mon, 12th Mar 2018
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network infrastructure
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data analytics
Cisco has unveiled its five strategic business pillars for 2018, focusing on security, network reinvention, multi-cloud, data utilisation, and collaboration.
5 retail technology predictions from Manhattan Associates
Fri, 9th Mar 2018
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supply chain
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open source
The trends include next-generation customer engagement, flexible checkouts and reimagined use of artificial intelligence.
Finding your bot's voice in a world of conversational interfaces
Tue, 6th Mar 2018
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martech
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ai
Bots must be helpful and speak naturally if brands are to limit consumer frustrations and generally succeed in their conversational strategies.
How speech analytics can improve outcomes in the contact centre
Mon, 5th Mar 2018
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crm
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martech
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Interview: Unravelling the myths of chatbot security and identity theft in banking
Mon, 5th Mar 2018
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mfa
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martech
Banks in Australia are embracing artificial intelligence chatbots for customer service, but face security risks.
Genesys acquires Altocloud to bolster CX capabilities
Thu, 1st Mar 2018
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crm
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uc
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cx
With this acquisition, Genesys increases its capability to engage and intervene in a customer's journey at the right moment to drive a desired action.
Daimler hires Soul Machines' digital human for customer service
Wed, 28th Feb 2018
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crm
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uc
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martech
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
Email: The often ignored factor in strong cybersecurity
Tue, 27th Feb 2018
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uc
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phishing
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email security
A customer-facing organisation will receive hundreds, if not thousands of emails every day, each one containing personal identifiers.
OVUM: Where are enterprises looking to really use AI?
Tue, 27th Feb 2018
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uc
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martech
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supply chain
Artificial intelligence (AI) remains highly in vogue as a technology topic across the media and within the IT supplier landscape.