Contact Centre stories - Page 63
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.
Redefining the customer experience with AI-powered chatbots
Tue, 23rd Oct 2018
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cx
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martech
Amid rising customer expectations, AI-powered chatbots are revolutionising the service landscape, promising 24/7 support and operational efficiency.
Digital customer experience is nothing without a human touch
Mon, 22nd Oct 2018
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crm
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uc
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cx
AI bots may power 85% of customer service interactions by 2020, but human touch is still vital for a positive experience, reveals Gartner research.
Search to purchase will cause voice AI tech to bloom
Mon, 22nd Oct 2018
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martech
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digital entertainment
This year it is estimated that over 100 million smart speakers will be installed - but it isn’t going to stop there.
Why humans will remain at the core of customer experience
Wed, 17th Oct 2018
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crm
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cx
AI technology is streamlining human interactions rather than replacing them in contact centres, as customers still rely on human interaction.
Gartner’s top 10 tech trends for 2019
Tue, 16th Oct 2018
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uc
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data analytics
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blockchain
Gartner has released a list of what it sees as the most important strategic tech trends to be aware of in the quickly upcoming year.
Adobe partners with Accenture to fuel AI-powered experiences
Tue, 16th Oct 2018
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uc
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digital transformation
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cx
The collaboration is centred around the need to design powerful customer experiences at scale for global brands.
Chatbots still too dumb to get the job done
Tue, 16th Oct 2018
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uc
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martech
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ai agents
Analysts expect chatbot usage to rise significantly in the next two years – a shift that could prove costly for brands that don’t evolve their bots.
Invest in enterprise software UX & watch your people grow
Mon, 15th Oct 2018
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uc
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martech
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ai agents
In today’s digital era, we’re seeing a big change of focus from UI to modern user experiences (UX) such as conversational UX and purpose-built UX.
Clarifying the broad topic of artificial intelligence
Wed, 10th Oct 2018
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uc
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digital transformation
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martech
Artificial intelligence and advanced analytics can be confusing. Here's a breakdown before diving into the future.
Verint takes two Frost & Sullivan honours
Tue, 9th Oct 2018
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uc
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data analytics
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cx
In Frost & Sullivan’s APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.
Infor rolls out three new solutions
Mon, 8th Oct 2018
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martech
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hcm
A new partnership for human capital management, a new digital assistant, and a new control centre for supply chain management.
Silver Peak VoIP withstands ‘torture test’ for quality
Thu, 4th Oct 2018
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uc
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network infrastructure
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devops
Leading network test lab puts EdgeConnect through its paces which maintains toll-quality VoIP service over broadband, even with more than 55% packet loss.
How rethinking data storage can unleash AI’s potential
Wed, 3rd Oct 2018
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storage
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uc
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converged infrastructure
With data, AI is just a bunch of fancy code. But in order to capitalise on data’s potential, we need to look critically at how it is stored.
BlueJeans enhances Microsoft Teams with new solution
Thu, 27th Sep 2018
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daas
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voip
BlueJeans’ cloud-native video interoperability solution maximises existing conference room system investments to help accelerate Teams adoption.
The leadership challenge that comes with digital transformation
Thu, 27th Sep 2018
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uc
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digital transformation
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martech
Digital transformation is adding $45 billion to Australia's GDP by 2021, but businesses must embrace innovation to succeed in the changing landscape.
All the MS Teams news from Ignite
Wed, 26th Sep 2018
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public cloud
Teams is undergoing a major overhaul with new features, integrations and capabilities. Plus a new Teams certification and improved developer tools.
Microsoft unveils Cortana development kit for enterprises
Wed, 26th Sep 2018
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martech
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ai agents
Microsoft has introduced the Cortana Skills Kit for Enterprise, aiming to revolutionise workforce productivity with customisable AI assistance.
Surface Hub sleeker sequel set to ship in 2019
Wed, 26th Sep 2018
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daas
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uc
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collaboration
Surface Hub 2S was built for customers who want the original Surface Hub experience in a lighter, thinner, more vibrant design.
Ten new ways for everyone to achieve more in the modern workplace
Tue, 25th Sep 2018
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voip
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microsoft
Microsoft is introducing new capabilities in Microsoft 365 that make it possible for every person to do their best work.
Microsoft improves Search function, making it more intuitive and integrated
Tue, 25th Sep 2018
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uc
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martech
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voip
Microsoft expands its AI-powered search, integrating Bing with Office 365 for a more cohesive data search experience.