Contact Centre stories - Page 9
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.
Kore.ai research finds AI preference among contact centre agents & consumers
Wed, 8th May 2024
#
uc
#
fintech
#
cx
New research by Kore.ai shows a shift towards AI-driven solutions in customer service, with agents prioritising AI tech over fair pay, and consumers applauding AI's precision and reliability.
Red Hat unveils Podman AI Lab to bolster local AI application development
Wed, 8th May 2024
#
uc
#
hybrid cloud
#
risk & compliance
Red Hat, a leader in open-source solutions, has launched the Podman AI Lab, an extension for its Podman Desktop, aiming to provide developers an easier and efficient way to build and run AI-powered apps in containerised environments on local workstations.
Dell & Red Hat boost APEX Cloud's AI capabilities in new alliance
Wed, 8th May 2024
#
uc
#
network infrastructure
#
hybrid cloud
Dell Technologies and Red Hat Open Shift partner to boost APEX Cloud Platform's AI capabilities, streamlining the deployment of AI initiatives and giving businesses better control over their applications.
RedHat unveils expanded automation for hybrid cloud systems
Tue, 7th May 2024
#
uc
#
hybrid cloud
#
open source
RedHat reveals an enhanced automation offering for hybrid cloud systems, promising streamlined operations and improved business innovation using the Red Hat Ansible Automation Platform.
The remote desktop tools most targeted by attackers in the last year
Thu, 2nd May 2024
#
malware
#
virtualisation
#
uc
Virtual Network Computing (VNC) was the most targeted remote desktop tool in the past year, clouds over a new Barracuda data report.
HPE reveals Wi-Fi 7 APs with 30% more capacity over rivals
Wed, 1st May 2024
#
uc
#
firewalls
#
network security
Hewlett Packard Enterprise leaps ahead with Wi-Fi 7 access points boasting 30% higher wireless traffic capacity and superior network security, aimed at propelling AI and IoT applications.
Dropbox unveils new features for remote work, enhances Microsoft integration
Fri, 26th Apr 2024
#
uc
#
encryption
#
hybrid & remote work
Dropbox responds to challenges of remote working with security enhancements, upgrades to Dropbox Replay, and new integrations with Microsoft tools.
Siemens & Mercedes-Benz co-develop Digital Energy Twin
Fri, 26th Apr 2024
#
robots
#
uc
#
digital transformation
Siemens and Mercedes-Benz have collaborated on the Digital Energy Twin, an innovative tool designed to speed up factory energy planning and support Mercedes' sustainability goal of all its sites running entirely on renewable energy by 2039.
Sapia Labs presents 'revolutionary' AI research at SIOP conference
Fri, 19th Apr 2024
#
uc
#
llms
#
agentic ai
At the upcoming SIOP conference, Sapia Labs will present four innovative research pieces on how AI and chat interview technology can revolutionise hiring practices.
Nasuni's new guides assist users with Microsoft Copilot AI integration
Thu, 18th Apr 2024
#
uc
#
ai
#
agentic ai
Nasuni, a hybrid cloud storage firm, has launched guides to help customers use Microsoft Copilot AI with their data sets managed on Nasuni, unlocking increased business insights and revenues.
.webp)
Qualtrics appoints Gurdeep Singh Pall as AI Strategy President
Thu, 18th Apr 2024
#
uc
#
cx
#
martech
Qualtrics, renowned experience management firm, welcomes Gurdeep Singh Pall as its first-ever President of AI Strategy. The former Microsoft executive will steer the AI-enriched evolution of experience management for customers and employees.
Access4 unveils Flex solution for Microsoft Teams integration
Mon, 15th Apr 2024
#
uc
#
voip
#
contact centre
Access4 has launched its Flex solution for Microsoft Teams, designed to amalgamate advanced and basic user services within one customer tenancy, fostering cost-effectiveness and scalability.
Databricks launches AI-driven Data Intelligence Platform for Energy sector
Sat, 13th Apr 2024
#
uc
#
digital transformation
#
iot
Databricks launches the Data Intelligence Platform for Energy, enabling a unified approach to analytics using open lakehouse technology, and championing energy transitions with AI and predictive capabilities.
Dell's groundbreaking WL7024 headset revolutionises noise cancellation
Fri, 12th Apr 2024
#
uc
#
network infrastructure
#
digital entertainment
Dell launches the world's 'most intelligent' wireless headset, the AI-driven Premier Wireless ANC Headset (WL7024), boasting AI noise cancellation, superior battery life, and ergonomic design.
Darktrace shifts to proactive AI strategy to combat rising cyber threats
Tue, 9th Apr 2024
#
uc
#
email security
#
ai security
In response to rising AI-driven cyber threats, Darktrace is repositioning to a platform-based strategy aimed at better equipping businesses to anticipate and counter these advanced cyber attacks.
How attackers weaponise generative AI through data poisoning and manipulation
Thu, 4th Apr 2024
#
malware
#
uc
#
firewalls
New forms of cyber risks emerge as attackers weaponise generative AI through data poisoning and manipulation, endangering the integrity of trusted systems and customer interactions.
Applause survey reveals prevalent use & concerns about Gen AI
Tue, 2nd Apr 2024
#
uc
#
genai
#
data privacy
A survey by Applause reveals consumers increasingly use AI-powered chatbots for everyday tasks, despite growing data privacy concerns and frequent inaccuracies.
NICE launches next-gen AI tool Enlighten Copilot for CX leaders
Thu, 28th Mar 2024
#
uc
#
cx
#
martech
NICE's next-gen Enlighten Copilot AI technology, geared toward CX decision-makers and supervisors, promises to enhance customer interactions with real-time data analysis, amidst the rise of AI usage in the workplace.
NICE unveils Enlighten XM for hyper-personalised customer experiences
Tue, 26th Mar 2024
#
uc
#
cx
#
martech
NICE reveals AI solution Enlighten XM, offering hyper-personalised customer experiences through large language models and a deep data memory system.
Ativa platform chosen by Alianza for Voice Analytics Platform power
Fri, 22nd Mar 2024
#
uc
#
collaboration
#
voip
Alianza, the cloud communications firm, chooses Infovista's Ativa platform to fuel its Voice Analytics Platform, enhancing CSPs understanding of voice traffic through real-time metrics and diagnostics.