Contact Centre stories
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.
![Story image](../../../../../uploads/story/2024/08/02/preview_techday_f9a8aa21861a068a65ff.webp)
Kore.ai launches XO Express platform for AI chatbots & centres
Last month
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ai
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ai agents
Kore.ai has launched XO Express, enabling businesses to build AI chatbots and contact centres without technical expertise, making advanced AI accessible to all.
![Story image](../../../../../uploads/story/2024/07/17/preview_techday_a817113907bc7ba2bd46.webp)
ADLINK unveils AI Edge Server MEC-AI7400 for smart manufacturing
Wed, 17th Jul 2024
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it in manufacturing
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digital transformation
ADLINK Technology unveils its AI Edge Server MEC-AI7400 series, aimed at revolutionising smart manufacturing with generative AI and digital twin integrations.
![Story image](../../../../../uploads/story/2024/07/16/preview_techday_55267ac9ca2dea85108b.webp)
eflow Global upgrades TZEC to combat market abuse with AI
Tue, 16th Jul 2024
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surveillance
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ai
eflow Global's TZEC upgrade leverages AI to enhance eComms surveillance, aiming to curb market abuse and meet strict regulatory demands amid rising fines.
![Story image](../../../../../uploads/story/2024/07/15/preview_techday_ca4c69015fe8df502013.webp)
Leaders speak on AI potential & ethical impacts ahead of AI Day
Mon, 15th Jul 2024
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data privacy
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ai
As AI Appreciation Day nears, industry leaders spotlight AI's transformative impact across sectors, calling for a balance between innovation, transparency, and customer benefit.
![Story image](../../../../../uploads/story/2024/07/15/preview_techday_700afe091ba11d6062e5.webp)
Shiprocket deploys on Snowflake AI Data Cloud for better insights
Mon, 15th Jul 2024
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data protection
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cx
Snowflake's AI Data Cloud has been deployed by eCommerce platform Shiprocket to enhance data operations, benefiting 1.5 lakh merchants with real-time insights.
![Story image](../../../../../uploads/story/2024/07/11/preview_techday_fe64bd5fd61a7a6837f6.webp)
NTT DATA to innovate fan experience at the 152nd Open at Royal Troon
Thu, 11th Jul 2024
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network infrastructure
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data analytics
NTT DATA aims to revolutionise the fan experience at the 152nd Open Championship with digital twin tech, AI-driven insights, and a private 5G network.
![Story image](../../../../../uploads/story/2024/07/10/preview_techday_4d7f4e942db88ed0048c.webp)
Labour stresses tech adoption in housing to tackle worker gap
Wed, 10th Jul 2024
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drones
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digital transformation
A new report underscores the urgent need for tech adoption in UK construction to tackle worker shortages and meet ambitious project targets.
![Story image](../../../../../uploads/story/2024/07/03/preview_techday_22d10417138414e48986.webp)
IPI rises to 31 in E2E Tech 100 list after successful year
Wed, 3rd Jul 2024
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experian
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contact centre
IPI climbs to 31st in the 2024 E2E Tech 100 list, signalling a successful year marked by robust growth, innovation, and strategic partnerships.
![Story image](../../../../../uploads/story/2024/07/02/preview_Heitor_Gomes_.webp)
The good and bad: What AI means for the future of New Zealand
Tue, 2nd Jul 2024
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ai
New Zealand AI expert Heitor Gomes explores how artificial intelligence is reshaping job markets and raises ethical concerns, urging Kiwis to stay ahead.
![Story image](../../../../../uploads/story/2024/07/01/preview_techday_4d46cc697d36a9159058.webp)
AI will significantly impact supply chains, industry debate finds
Mon, 1st Jul 2024
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supply chain systems
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ai
Over 150 supply chain leaders from Sainsbury's, Nestle, and more attended SCALA's annual debate on AI's impact. Polling showed shop floor roles most affected.
![Story image](../../../../../uploads/story/2024/07/01/preview_techday_b8328b521cfdc2f67bbb.webp)
Meltwater launches AI-powered copilot with Microsoft
Mon, 1st Jul 2024
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voip
Meltwater, in partnership with Microsoft, has unveiled Meltwater Copilot, an AI-driven tool aimed at revolutionising communication and marketing strategies.
![Story image](../../../../../uploads/story/2024/06/27/preview_techday_993996b6e7cf63322c40.webp)
NICE named leader in IDC MarketScape for CXone Mpower launch
Thu, 27th Jun 2024
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cx
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martech
NICE has been named a Leader in IDC MarketScape's 2024 Contact Center as a Service report, boosted by its new AI-powered CXone Mpower system.
![Story image](../../../../../uploads/story/2024/06/27/preview_techday_a92a50b236ee097caf46.webp)
Barclays partners with Microsoft to enhance digital security
Thu, 27th Jun 2024
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data protection
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digital transformation
Barclays is teaming up with Microsoft to boost its security systems, leveraging AI to enhance detection and protection, securing trust in their digital framework.
![Story image](../../../../../uploads/story/2024/06/27/preview_techday_dd62990b2486edb0234c.webp)
InMoment integrates generative AI for better customer insights
Thu, 27th Jun 2024
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devops
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cx
InMoment integrates generative AI into its Conversational Intelligence, enhancing customer experience analytics by merging various feedback sources like contact centres, surveys, and social media.
![Story image](../../../../../uploads/story/2024/06/25/preview_meetup-2-graphite-01.webp)
Logitech launches AI-powered, eco-friendly camera
Wed, 26th Jun 2024
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cleantech
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personal computing devices
Logitech's MeetUp 2, an AI-powered USB conferencing camera with a focus on sustainability, promises to enhance virtual meetings.
![Story image](../../../../../uploads/story/2024/06/21/preview_techday_9a1ca3477ae95bdd77f9.webp)
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.
![Story image](../../../../../uploads/story/2024/06/20/preview_techday_c7a4675fcc2b053293db.webp)
Seismic unveils AI innovations in latest 2024 release
Thu, 20th Jun 2024
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cx
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martech
Seismic's Spring/Summer 2024 release introduces AI-powered tools, including Aura Copilot, to boost customer-facing teams' efficiency and meet modern B2B demands.
![Story image](../../../../../uploads/story/2024/06/20/preview_techday_2befaf0d52d5559689b6.webp)
PFU announces RICOH 360 Meeting Hub to boost remote inclusion
Thu, 20th Jun 2024
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hcm
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digital entertainment
PFU Limited has unveiled its RICOH 360 Meeting Hub, an all-in-one device to transform virtual meetings, aiming to create an in-room experience for remote participants.
![Story image](../../../../../uploads/story/2024/06/19/preview_techday_89499d3c22bd61dbc610.webp)
Twilio report underscores AI's vital role in predictive marketing
Wed, 19th Jun 2024
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martech
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cdp
Twilio's latest State of Personalisation Report reveals a surge in AI-driven predictive personalisation as 89% of leaders view ethical AI use as a business advantage.
![Story image](../../../../../uploads/story/2024/06/18/preview_techday_6845ae04aabf4700d369.webp)
NICE recognised as top employer by Great Place To Work
Tue, 18th Jun 2024
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hcm
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connected
NICE has been certified by Great Place To Work for 2024, with 84% of employees praising it as a great place to work, far surpassing Australia's 56% average.