Contact Centre stories - Page 69
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.
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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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.
Alibaba Cloud commits to EU with launch of 8 new products at MWC18
Wed, 28th Feb 2018
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data analytics
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hyperscale
The Chinese giant announced the launch of the new products for Europe at MWC 18, stressing its commitment to the region for the future.
Daimler hires Soul Machines’ digital human for customer service
Wed, 28th Feb 2018
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crm
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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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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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martech
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Artificial intelligence (AI) remains highly in vogue as a technology topic across the media and within the IT supplier landscape.
Kiwi AI company’s digital human being tested at UK bank
Thu, 22nd Feb 2018
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martech
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While NatWest will only deploy Soul Machines’ technology if it successfully completes a pilot, it could be used to help free up time human advisors.
Gartner says fertile ground for channel in CX tech
Thu, 22nd Feb 2018
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25% of organisations will use chatbots by 2020 and other predictions for CX tech by analysts at the Gartner Customer Experience Summit 2018 in Tokyo.
TaaS panel supplier round-up - the big four and more
Mon, 19th Feb 2018
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contact centre
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dimension data
Since its launch in 2015, the TaaS panel has undergone a fair few changes, especially in recent days. We have a look at who is doing what, right now.
Cisco is doing it for themselves - new strategy’s success
Fri, 16th Feb 2018
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contact centre
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cisco
Cisco has announced a successful quarter which, their CEO claims, reflects the success of their new global strategy.
Jetstar take their AI assistant global with Facebook Messenger
Thu, 15th Feb 2018
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digital signage
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martech
Jess engages in over 250,000 cross-channel conversations per month and has managed over nine million conversations with Jetstar customers.
Kiwibank Fintech Accelerator announces participants of latest cohort
Wed, 14th Feb 2018
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fintech
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blockchain
Companies are using blockchain to manage payments, creating chatbots, helping freelancers fulfil their tax obligations, and much more.
The future of contact centres - 4 key trends identified
Tue, 13th Feb 2018
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data analytics
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
LogMeIn takes aim at UCC market with $342 million acquisition
Fri, 9th Feb 2018
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contact centre
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collaboration
The company will acquire UCaaS provider Jive Communications in a bid to bolster their collaboration portfolio.
Tearing down international borders with cloud-based communication
Fri, 9th Feb 2018
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martech
Companies with global aspirations face challenges in deploying effective communications infrastructure, but cloud-based platforms offer a solution.
Verifi arrives in ANZ ready to tackle Card Not Present fraud
Thu, 8th Feb 2018
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nz
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contact centre
In addition to expanding into new markets, Verifi also launched a new chargeback and fraud mitigation service.
Startup uses chatbot to simplify global digital marketing
Thu, 8th Feb 2018
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martech
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MemePR’s marketing platform uses artificial intelligence to connect working partners from all around the world with those in need of marketing service.
Spark expands TaaS to offer end-to-end solutions
Thu, 8th Feb 2018
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microsoft
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contact centre
Spark expands TaaS portfolio, adding contact centre, cloud security, and unified communication services, enhancing end-to-end solutions for government agencies.
Full tech takeover not the answer for retail - analyst.
Wed, 7th Feb 2018
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cx
A digital retail analyst says it is important to look at specific needs, rather than rushing into a completely digital solution.
Optus inks deal with NiceInContact to ramp up customer experience
Wed, 7th Feb 2018
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data analytics
Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.