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Contact Centre news stories - Page 2

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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. 
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Contact Centre
Why the Government should encourage contact centres to call Australia home
Locally based contact centres are good for the country and better for business, writes MaxContact director of operations for Australia Daniel Harding.
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Contact Centre
NICE releases an AI-powered self-service platform
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.
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Artificial Intelligence
'Conversational service automation' firm Uniphore raises $140m
"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."
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Unified Communications
Video: 10 Minute IT Jams - Who is Enghouse Interactive?
We spoke to Enghouse Interactive's managing director, Andrew Carmody.
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Contact Centre
MaxContact integrates contact centre solution with Microsoft Teams
According to MaxContact’s Australian operations director Daniel Harding, the aim is to offer a rich and integrated communications experience.
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Unified Communications
APAC consumers comfortable with human & AI-assisted contact centres
Consumer frustrations could be missed opportunities for brands to deliver a better experience while building trust and loyalty.
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Contact Centre
MaxContact integrates Avoira speech analytics into contact centre solution
The aim is to help businesses create better customer experiences.
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Microsoft Teams
8x8 launches Microsoft Teams contact centre solution
"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."
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Microsoft Teams
How a NZ contact centre solution grew into a leading Microsoft Teams offering
NZ-based Zeacom's software has become Enghouse’s top-selling contact centre solution, with its Microsoft Teams contact centre offering at its heart. 
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Contact Centre
Four ways to integrate the contact centre with Microsoft Teams and improve CX
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. 
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Contact Centre
NICE inContact infuses AI into contact centre offering
According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.
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Microsoft Teams
Enghouse Interactive: Why Teams is a 'game changer' for the channel
The company knew that there would be interest amongst channel partners and end users, but it turned out to be much stronger than expected.
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Contact Centre
Verizon adds Genesys Cloud to CX and contact centre portfolio
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.
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Contact Centre
Seven emerging and future trends for contact centres
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.
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Contact Centre
Five contact centre planning mistakes and how to avoid them
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.
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Contact Centre
Video: 10 Minute IT Jams — Who is Peak Insight?
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.
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Contact Centre
8x8's Winter 2021 aims to enhance the customer experience
Winter 2021 features provide integrated solutions from a single provider, both from 8x8 itself and from partners including Verint.
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Unified Communications
8x8 & Verint combine contact centre & workforce management offerings
The cloud contact centre and cloud workforce management applications together are joint offerings for mid-market and enterprise businesses.
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Contact Centre
Avaya contact centre expertise wins three awards
“Avaya’s leadership position in the Southeast Asia and APAC contact centre markets is built on its product innovation," says Frost & Sullivan.
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Contact Centre
APAC contact centre application market to reach $966.5 million by 2026
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. 
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Amazon Web Services / AWS
AWS announces global expansion of AWS CCI Solutions
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."