Contact Centre news stories - Page 2

A new partnership between Vodafone New Zealand and Ambit is bringing AI-based chatbots to Vodafone’s contact centre customers.

NICE has brought its artificial intelligence (AI) technologies to the heart of the contact centre.

LogMeIn has announced a new contact centre outbound calling solution for GoToConnect, aimed at sales organisations and expanded inbound capabilities. 

Locally based contact centres are good for the country and better for business, writes MaxContact director of operations for Australia Daniel Harding.

Cloud software provider NICE has released self-service platform CXone Expert, following its acquisition of MindTouch, a San Diego-based cloud knowledge management software platform.

"We are excited to back Uniphore and believe 2021 will be a breakout year of innovations and tremendous progress in transforming CX for the enterprise."

We spoke to Enghouse Interactive's managing director, Andrew Carmody.

According to MaxContact’s Australian operations director Daniel Harding, the aim is to offer a rich and integrated communications experience.

Consumer frustrations could be missed opportunities for brands to deliver a better experience while building trust and loyalty.

The aim is to help businesses create better customer experiences.

"8x8 Contact Center for Microsoft Teams enables IT and service leaders to seamlessly embed customer engagement with global voice communications into Teams workflows to gain deeper insights across all interactions."

NZ-based Zeacom's software has become Enghouse’s top-selling contact centre solution, with its Microsoft Teams contact centre offering at its heart. 

Enterprise communications has never been more important for the employee and customer experience, and to ensure that business runs smoothly every day - and every night. 

According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.

The company knew that there would be interest amongst channel partners and end users, but it turned out to be much stronger than expected.

As contact centres are relying on digital, remote-first operations, Verizon Business announced the addition of Genesys Cloud, as part of the company's global customer experience and contact centre offerings.

There has been a significant shift in the way that contact centres are managed and how agents are responding to changing customer behaviours and needs, writes NICE Asia Pacific president Darren Rushworth.

A well designed and managed contact centre can be an asset to your organisation but implementing one successfully calls for careful preparation, writes MaxContact director for Australia operations Daniel Harding.

Peak Insight is an award-winning Cisco Collaboration, Contact Centre and Connectivity provider, which helps businesses deliver outcomes through managed services, vendor products and software add-ons.

Winter 2021 features provide integrated solutions from a single provider, both from 8x8 itself and from partners including Verint.

The cloud contact centre and cloud workforce management applications together are joint offerings for mid-market and enterprise businesses.

“Avaya’s leadership position in the Southeast Asia and APAC contact centre markets is built on its product innovation," says Frost & Sullivan.

Deployments of more sophisticated, cloud-based applications are expected in the more ‘mature’ markets in the region, including Australia, New Zealand, Japan, Singapore and South Korea. 

With AWS CCI, we wanted to make it easy for customers who use different contact center providers to add AI and achieve new levels of operational efficiency."