Contact Centre stories - Page 64
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.
Why UCaaS is the channel’s ‘opportunity of the century’
Mon, 19th Nov 2018
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uc
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martech
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healthtech
The popularity of UCaaS has grown very fast, with larger organisations across major industries like financial services and healthcare embracing it.
WatchGuard’s eight (terrifying) 2019 security predictions
Fri, 16th Nov 2018
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malware
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uc
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firewalls
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.
A roadmap to AI project success
Thu, 15th Nov 2018
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uc
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martech
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ai
Five keys preparation tasks, and eight implementation elements to keep in mind when developing and implementing an AI service.
The up-time myth: Why up-time does not mean availability
Thu, 15th Nov 2018
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uc
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ddos
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voip
DDOS attack disrupts data center provider, highlighting the importance of application availability and the irrelevance of 100% uptime.
Tatau scoops four international awards in a few short weeks
Fri, 9th Nov 2018
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uc
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blockchain
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martech
‘Tatau’ is the word on many international tech investors’ lips – and all because of a unique approach to blockchain and AI.
How businesses can enhance customer service using new technology
Fri, 2nd Nov 2018
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crm
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uc
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cx
Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Digital maturity among APAC CIOs reaches ‘tipping point’
Tue, 30th Oct 2018
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uc
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data analytics
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martech
Gartner's new survey has revealed enterprises that fall behind in digital business now will have a serious competitive disadvantage in the future.
How to balance collaboration and security on Workplace by Facebook
Tue, 30th Oct 2018
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uc
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cloud security
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casb
Cloud tool growth spikes data risk; firms adapt to insider threats, ensure compliance with tools like Netskope.
Soul Machines on a hot streak as more firms invest
Mon, 29th Oct 2018
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uc
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martech
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agentic ai
Soul Machines gains US$2M from parent firm UniServices, boosting a US$15M drive. The Auckland AI company collaborates with Daimler on digital human tech.
Data quality and the democratisation of AI
Mon, 29th Oct 2018
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uc
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data analytics
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martech
AI models and algorithms require clean, high-quality data. Businesses must prioritize data governance to avoid AI failures.
Could personalised AI assistants streamline your business?
Thu, 25th Oct 2018
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crm
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uc
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martech
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.
Redefining the customer experience with AI-powered chatbots
Tue, 23rd Oct 2018
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uc
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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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uc
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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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uc
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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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edutech
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uc
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martech
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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agentic ai
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.