Contact Centre stories - Page 7
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.
Contact centres face challenges with AI in customer care
Wed, 26th Mar 2025
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cx
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martech
A recent Calabrio report finds that while 98% of contact centres utilise AI, 61% of leaders struggle with balancing efficiency and empathy in customer interactions.
NICE named leader in IDC's 2024 conversational AI report
Thu, 20th Mar 2025
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uc
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cx
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martech
NICE has been recognised as a Leader in the IDC MarketScape for Worldwide Conversational Intelligence and Analytics 2024, showcasing significant market innovation.
Contact centres in 2025: Balancing AI with human empathy
Thu, 14th Nov 2024
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martech
The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.
NICE's 2024 happiness index links AI to customer satisfaction
Fri, 21st Jun 2024
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cx
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martech
NICE's 2024 International Happiness Index highlights a 78% consumer endorsement for AI in customer service to boost satisfaction and loyalty, urging businesses to adapt.
Prophecy International & SOFTEL Communications announce strategic AI alliance
Wed, 7th Feb 2024
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uc
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data analytics
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cx
Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.
LINX expands Azure Peering partnership with Microsoft in US
Thu, 4th Jan 2024
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uc
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datacentre infrastructure
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microsoft
The London Internet Exchange (LINX) has expanded its US partnership with Microsoft, launching Azure Peering Service at LINX NoVA for enhanced public Microsoft cloud services connectivity.
The importance of conversational AI in contact centres
Tue, 10th Oct 2023
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uc
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digital transformation
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cx
8x8 publishes report highlighting the growing adoption and value of conversational AI in the contact centre industry.
Is ChatGPT's use of our personal data even legal?
Tue, 25th Jul 2023
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uc
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data protection
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data privacy
As the field is always evolving, laws and regulations surrounding personal data use in AI are likely to evolve too.
Demand for intelligent virtual assistants spurs conversational AI market
Fri, 2nd Jun 2023
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uc
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martech
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omnichannel
Rising demand for AI-powered customer support services, omnichannel implementation, and lower chatbot development costs is driving market growth.
Genesys named cloud contact centre leader by Frost & Sullivan
Wed, 30th Nov 2022
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martech
Genesys ranked highest in innovation and growth for its artificial intelligence (AI) and digital capabilities to improve both CX and EX.
Customer service agents don't want to return to contact centres
Wed, 22nd Jun 2022
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crm
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uc
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martech
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
TechDay launches TelcoNews sites to meet growing demand
Thu, 5th May 2022
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uc
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network infrastructure
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contact centre
TechDay has launched three new TelcoNews sites to cater to our enterprise telecommunication technology audiences across Asia, Australia, and New Zealand.
Docufree partners with Allied Global to expand global customer base
Fri, 7th Jan 2022
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uc
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document management
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ecm
The agreement will provide Allied Global with the ability to offer Docufree's cloud based document-management solutions to its growing customer base.
Right-Hand announces expansion and new offerings for the APAC market
Tue, 14th Dec 2021
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risk & compliance
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cybersecurity
Cybersecurity firm Right-Hand expands to US and Australia, launching AI-powered platform to tackle business data breaches.
Cybercriminals increase attacks on vulnerable retailers as global supply chain crisis worsens
Thu, 4th Nov 2021
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uc
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ddos
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digital signage
Cybercriminals are increasing attacks on retailers amid the global supply chain crisis, warns cybersecurity firm Imperva.
Telstra now provides direct connection to Microsoft Azure Peering Service and Teams
Tue, 5th Oct 2021
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uc
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public cloud
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microsoft
Telstra is selected as a carrier for the Microsoft Azure Peering Service, a service enhancing customer connectivity, and Operator Connect for Microsoft Teams.
Microsoft and LinkedIn share latest data, product innovations for hybrid work
Thu, 16th Sep 2021
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uc
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hybrid & remote work
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microsoft
Microsoft and LinkedIn have unveiled new research and product updates to support organizations in adapting to hybrid work.
Microsoft Teams, ServiceNow, Gmail, Jira integrated for risk and compliance with 6click
Wed, 11th Aug 2021
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saas
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edutech
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uc
Microsoft Teams, ServiceNow, Gmail, Jira and others can now be integrated with 6clicks for risk and compliance processes.
DDoS attacks plateau in second quarter - Kaspersky
Wed, 4th Aug 2021
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uc
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ddos
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email security
DDoS attacks have decreased by 38.8% compared to Q2 2020, with China leading in SSH attacks but losing ground overall, says Kaspersky.
Adobe Sign and Adobe Experience Manager are now available as cloud services hosted on Azure
Wed, 4th Aug 2021
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uc
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digital signage
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public cloud
Adobe has announced the availability of Adobe Sign and Adobe Experience Manager as cloud services, both hosted on Microsoft Azure.