Contact Centre stories - Page 15
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.
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Cohesity appoints Kit Beall as CRO
Wed, 22nd Mar 2023
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data protection
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Kit Beall joins Cohesity as Chief Revenue Officer (CRO) from VMware, bringing over 30 years of experience in enterprise tech.
CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
Ontinue hires cybersecurity experts for leadership roles
Thu, 16th Mar 2023
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firewalls
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digital transformation
Managed detection and response division Ontinue has appointed Craig Jones and Gareth Lindahl-Wise as VP of Security Operations and CISO, respectively.
Digital twin market yet to reach full potential - report
Thu, 9th Mar 2023
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The market for digital twins has grown by 71% from 2020 to 2022, with over half of manufacturers developing or planning to develop a digital twin.
NICE chosen to support health experiences for NZ public
Thu, 9th Mar 2023
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NICE has announced that Whakarongorau Aotearoa New Zealand Telehealth Services has implemented NICE's CXone cloud-native platform.
LanguageLoop implements NICE CXone to transform customer experience
Fri, 3rd Mar 2023
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LanguageLoop has implemented the NICE CXone cloud native platform to futureproof its customer experience operations.
The next-generation simulation engine
Wed, 1st Mar 2023
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Simul8 has developed a next-generation digital twin engine, combining process mining and machine learning for more accurate simulations and decision-making.
6 things to consider when choosing accounting software on Salesforce
Wed, 1st Mar 2023
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Choosing the best finance app on Salesforce? Consider factors like ease of implementation, flexibility, scalability, reviews, price, and training materials.
Prioritising a digital-first customer experience strategy
Wed, 1st Mar 2023
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The impacts of a digital-first society on contact centres are significant and require a digital-first customer experience strategy.
Can machines really deliver better customer experience than humans?
Tue, 28th Feb 2023
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All eyes are on the big tech players as they battle it out to win the chatbot innovation race, but it’s not been without its challenges.
NICE named leader in Quadrant Knowledge’s 2022 CCaaS report
Fri, 24th Feb 2023
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NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.
Cadence launches Release 17 of its CFD software 6SigmaDCX
Wed, 22nd Feb 2023
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saas
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datacentre infrastructure
Updates include improved sustainability and modelling objects library, extended power and network connectivity, and better simulation and reporting functions.
NICE named a leader in Quadrant Knowledge’s 2022 CJA report
Wed, 22nd Feb 2023
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data analytics
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NICE was named the technology leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix for Customer Journey Analytics (CJA) report.
Ambit appoints Adam Cherrett as Partner Manager
Mon, 20th Feb 2023
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Conversational AI platform Ambit appoints Adam Cherrett as new Partner Manager, bringing extensive experience to drive growth strategy and build partnerships.
Atturra brings on new vendor partnerships to support business growth
Wed, 15th Feb 2023
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partner programmes
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software development
Atturra announces new partnerships to meet customer demand for conversational voice AI, accounts payable automation, and mobile payments solutions.
Businesses failing to deliver positive chatbot experiences
Thu, 9th Feb 2023
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Research shows six in ten consumers interacted with a brand via chatbot in the last six months – 24% more than those who picked up the phone.
Frost & Sullivan ranks NICE highly on 2022 VoC report
Wed, 8th Feb 2023
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Frost & Sullivan has given NICE top placement in its Frost Radar Voice of Customer report for 2022 for its growth and innovation.
HotelPORT partners ComOps for better contact centre services
Tue, 7th Feb 2023
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digital transformation
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cx
The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.
The simple reason your bot is failing
Tue, 7th Feb 2023
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A word of caution is in order: when it comes to chatbot execution, it's easy to miss the mark and much can be learnt from past chatbot journeys.
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NICE and Cognizant partner up on CX transformation initiative
Thu, 2nd Feb 2023
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partner programmes
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contact centre
NICE and Cognizant have announced the launch of a global strategic go-to-market partnership to accelerate customer experience transformation.