Contact Centre stories - Page 70
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.
Hybrid intelligence: How to scale customer communications with bots
Wed, 22nd Nov 2017
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iot
By 2020, 85% of customer interactions with businesses will be managed through automated intelligence, according to Gartner.
Meg Whitman to leave HPE CEO position early next year
Wed, 22nd Nov 2017
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uc
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contact centre
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hpe
Meg Whitman will step down as HPE CEO early next year, with President Antonio Neri to assume the role from 1st February 2018. Whitman remains on the board.
Hands-on Review: D-Link's DIR-882 EXO AC2600 MU-MIMO Wi-Fi Router
Wed, 22nd Nov 2017
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gaming
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digital entertainment
As home networks are put under pressure from multiple wi-fi connected devices D-Link's DIR-882 EXO AC2600 MU-MIMO Wi-Fi Router makes sure everyone in.
IoT, AI and mobile gaming in the spotlight at startup festival
Thu, 16th Nov 2017
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gaming
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uc
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martech
Over the next three days, more than 300 startups will congregate in Taiwan's capital for three days full of innovation, networking, and fun.
Exclusive: Amazon bringing massive CX opportunities for local channel
Mon, 13th Nov 2017
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data analytics
Amazon is coming – and it's bringing with it a 'massive' opportunity for the local IT reseller community, Frost & Sullivan says.
'Human-like' chatbots may change the way we shop
Mon, 13th Nov 2017
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cx
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martech
Human-like chatbots, still in need of refinement, could soon transform shopping with smarter, emotionally aware interactions, says GlobalData.
Brendan Maree takes on 8x8 vice president role
Mon, 13th Nov 2017
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contact centre
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interactive intelligence
Former Interactive Intelligence executive Brendan Maree has taken on the role of Asia Pacific vice president for unified communications provider 8x8.
AT&T expert discusses preparing for the future of AI
Fri, 10th Nov 2017
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5g & beyond
No longer just a sci-fi concept, artificial intelligence (AI) is already part of our data-driven world - this expert analyses how to prepare.
Avaya expands Edge channel program to empower partners
Fri, 3rd Nov 2017
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martech
In light of growing demand, Avaya has expanded its channel program to enable partners to offer UCaaS and CCaS.
Avaya announces A.I.Connect initiative to boost AI technologies for enterprise communications
Thu, 2nd Nov 2017
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avaya
The company-led initiative brings together vendors and options to deliver AI capabilities into the contact centre and unified communication industry.
How telcos can win the CX race
Wed, 1st Nov 2017
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cx
Maintaining a high standard of CX is now the key differentiating factor between industry leaders and laggards.
Spark gains three new TaaS certifications
Wed, 1st Nov 2017
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iaas
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contact centre
The certification by the Department of Internal Affairs (DIA) comes after Spark signed up its 100th TaaS customer earlier this year.
Malaysia's telecom market to 'stay afloat' through to 2021
Fri, 27th Oct 2017
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data analytics
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martech
Malaysia's telecom market is in relatively comfortable stead according to a new report from GlobalData, driven largely by mobile data.
New BroadSoft data centers break down office walls & empower anywhere working
Tue, 24th Oct 2017
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cloud services
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cisco
BroadSoft has made its business cloud communication suite available worldwide through several new BroadCloud data centers throughout EMEA and APAC.
Why WAN availability is crucial to the cloud-first enterprise
Tue, 24th Oct 2017
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network infrastructure
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sd-wan
Organisations of all sizes must consider high availability as part of their digital transformation strategy says ZK Research's Zeus Kerravala.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Tue, 24th Oct 2017
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crm
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uc
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martech
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco's collaboration offerings.
Lifebroker and Jade Software launch Facebook chatbot for life insurance quote comparisons
Fri, 20th Oct 2017
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crm
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cx
Lifebroker and Jade Software launch Alfred, Australia's first life insurance comparison chatbot on Facebook Messenger, offering 24/7 real-time quote services.
Companies partner to enable digital transformation for clientele
Thu, 19th Oct 2017
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digital transformation
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it automation
BRIDGEi2i has partnered with Sitel to utilise machine learning and AI to enable digital transformation for Sitel's clientele.
Nouveau Labs aims to reinvent AI, analytics and automation
Tue, 17th Oct 2017
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robots
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data analytics
Bangalore-based Nouveau Labs sets course to lead in AI with a new centre for robotic automation, bolstering its analytics and cognitive tech operations.
Survey shows companies with best tech also have best customer experience
Thu, 12th Oct 2017
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crm
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uc
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data analytics
A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.