Contact Centre stories - Page 24
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.
Nuance revamps AI authentication to protect seniors from fraud
Fri, 5th Jun 2020
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uc
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contact centre
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nuance
Nuance enhances Gatekeeper AI to better protect seniors from fraud, prioritising elderly callers in call centres amid rising cyber threats during COVID-19.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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uc
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hyperscale
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public cloud
Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
Remote workers need to up their game to keep organisations secure
Fri, 5th Jun 2020
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iam
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hybrid & remote work
Remote workers' habits are jeopardising corporate security, says CyberArk study; password reuse and insecure BYOD devices are key culprits.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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crm
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data analytics
A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.
Rise in cyberattacks targeting the cloud as use of collaboration tools increase
Thu, 28th May 2020
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uc
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casb
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hybrid & remote work
Cyberattacks targeting the cloud are increasing as the use of cloud services and collaboration tools rises during the COVID-19 pandemic, according to McAfee.
8x8 ditches AWS for Oracle for video
Thu, 14th May 2020
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uc
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hyperscale
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public cloud
8x8 moves its video meetings hosting from AWS to Oracle Cloud for a 25% performance boost per node and 80% savings on network costs.
ASC launches compliance recording solution for Teams
Tue, 12th May 2020
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uc
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public cloud
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risk & compliance
Records, transcribes and analyses all communications through MS Team to ensure compliance, storing it all in the cloud.
Business as usual during COVID-19 for Aus company SafetyCulture
Thu, 7th May 2020
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uc
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hybrid & remote work
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contact centre
SafetyCulture, an Australian safety software firm, maintains normal operations during COVID-19 using 8x8 cloud platforms, supporting its 350 global staff.
AI is powering a shift in digital customer engagement
Wed, 6th May 2020
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crm
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martech
AI-driven digital employees are revolutionising customer engagement as companies adapt to post-pandemic demands, cutting costs and boosting satisfaction.
Corporations are failing to deal with e-waste responsibly - report
Tue, 21st Apr 2020
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uc
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clean technologies
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voip
A new report by Blancco Technology Group reveals a major e-waste crisis, as 76% of end-of-life devices are not sanitised and reused despite CSR policies.
Vodafone NZ update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
Kaspersky addresses remote security gaps with new tool
Thu, 16th Apr 2020
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uc
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hybrid & remote work
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cybersecurity
Kaspersky unveils enhanced Endpoint Security Cloud to tackle remote work vulnerabilities, offering improved oversight on shadow IT and secure cloud services.
8x8 announces new video conferencing tool with emphasis on security
Thu, 16th Apr 2020
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open source
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hybrid & remote work
8x8 has unveiled Video MeetingsPro, a security-focused video conferencing tool powered by Jitsi and hosted on Oracle Cloud, amidst rising remote work demands.
Microsoft Teams announces commitment to privacy in wake of Zoom woes
Wed, 8th Apr 2020
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hybrid & remote work
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microsoft
In response to Zoom's security woes, Microsoft Teams pledges to uphold robust privacy policies amidst rising demand for virtual meetings during the pandemic.
New solution shines light on Dark Web credential trading
Thu, 2nd Apr 2020
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uc
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phishing
The Kaseya-owned Spanning Cloud Apps has released software that monitors the Dark Web for compromised Office 365 credentials.
Kaspersky announces update to Microsoft Office 365 security solution as COVID-19 threats emerge
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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cybersecurity
The upgrade introduces enhanced anti-phishing capabilities with a dedicated anti-spoofing feature, as well as bolstered protection within Microsoft Teams.
8x8 partners with EIMS to build remote working solutions
Thu, 26th Mar 2020
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uc
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dr
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hybrid & remote work
As the world mobilises workforces to work from home, new solutions have risen to accomodate such a rapid and unprecedented shift.
M&A deals drop nearly 50% in one month, GlobalData report shows
Tue, 4th Feb 2020
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uc
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partner programmes
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contact centre
Merger and Acquisition (M&A) deals have totalled $17.03 billion globally in December 2019, according to new research from GlobalData.
The age of AI and AIOps
Mon, 20th Jan 2020
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uc
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martech
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it automation
As AI integrates into everyday life, the rise of AIOps is essential. Businesses must adopt AI-enhanced IT operations to stay competitive or risk falling behind.
8x8 names three new global execs
Mon, 20th Jan 2020
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uc
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contact centre
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8x8
8x8 has appointed Marge Breya as EVP and CMO, Samuel Wilson as chief customer officer and EMEA MD, and Homero Salinas as global VP and commercial sales head.