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Contact Centre news stories

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Contact Centre
8x8 and Genesys partner with product integration for CX
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX. 
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Contact Centre
8x8 release blends contact centre and unified comms solutions
"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness."
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Contact Centre
GoTo launches a customer communications solution for SMBs
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product. 
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Contact Centre
Access4 announces strategic global partnership with UJET
Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.
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Contact Centre
Analysis: AI the way of the future for modern contact centres
According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.
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Contact Centre
8x8 delivers new XCaaS enterprise capabilities for improved collaboration
Cloud communications platform 8x8 has announced new 8x8 eXperience Communications as a Service enhancement. 
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Enghouse Interactive
Microsoft & Enghouse Interactive bring the best of Teams to the contact centre
Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.
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Enghouse Interactive
How contact centres can realise the benefits of Microsoft Teams
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
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Enghouse Interactive
Understanding the primary approaches to call recording in Microsoft Teams
As organisations modernise their contact centres, they are turning to platforms like Microsoft Teams.
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Amazon Web Services / AWS
AWS improves contact centre productivity with new Amazon Connect features
AWS has shared new business momentum milestones and announced three new capabilities for , improving contact centre agent productivity.
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Customer experience
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
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API
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.
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Contact Centre
Salesforce announces new AI-powered workflows in Service Cloud
The new workflows enable customer service teams to predict, route and solve customer needs, and offers new digital contact centre innovations.
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Contact Centre
Vodafone and AWS create unique Kiwi voice for Amazon Connect
Vodafone New Zealand has announced the launch of a Kiwi voice for Amazon Connect, the omnichannel cloud contact centre. 
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CCaaS
Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
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Contact Centre
8x8 celebrates 'Challenger' position on Gartner MQ for Contact Centre as a Service
8x8 CEO Dave Sipes says the recognition validates the company’s commitment to the four pillars of great customer service.
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Contact Centre
Gartner names NICE as leader in CCaaS for 7th consecutive year
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. 
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Artificial Intelligence
Genesys integrates AI into the Cloud CX contact centre platform
Customer experience orchestration company Genesys integrates AI features into the Genesys Cloud CX platform.
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Zoom
Zoom moves into contact centre market, acquiring Five9 in $14.7 billion stock transaction
Zoom has announced a definitive agreement to acquire the cloud contact centre Five9 in an all-stock transaction valued at approximately $14.7 billion. 
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Contact Centre
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.
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Contact Centre
EPOS transforms hybrid work environment with IMPACT SDW 5000 contact centre headset range
Contact centre agents no longer have to stick within the limitations of traditional wired phone technologies.
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Chatbots
Vodafone offers Ambit's chatbot tech to contact centre customers
A new partnership between Vodafone New Zealand and Ambit is bringing AI-based chatbots to Vodafone’s contact centre customers.
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Contact Centre
NICE infuses voice of customer capabilities with artificial intelligence
NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.
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Contact Centre
LogMeIn has added new features to its contact centre platform to help retain customers
LogMeIn has announced a new contact centre outbound calling solution for GoToConnect, aimed at sales organisations and expanded inbound capabilities.