Contact Centre stories - Page 26
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 biometrics fight back against fraud
Mon, 25th Mar 2019
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uc
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biometrics
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contact centre
Nuance Communications claims its biometric technology has thwarted over USD $1 billion in fraud, as fraud attacks via contact centres rise sharply.
'Digital twins' entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term 'digital twin' may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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uc
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mfa
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multi-cloud
As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
IBM wins multi-million dollar cloud deal
Fri, 8th Feb 2019
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uc
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private cloud
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public cloud
IBM will use its cloud infrastructure to support Smart Energy Water in a multi-year, multi-million USD deal aimed at transforming global utilities.
AI: Get started now, but on the right foot.
Mon, 7th Jan 2019
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uc
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martech
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ai
AI specialist Rick Rider's guide to getting AI experimentation right as the technology becomes a necessity in 2019.
Using blockchain to ensure regulatory compliance
Wed, 12th Dec 2018
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uc
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ecm
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blockchain
Macro 4's new Columbus DW software enhances data protection & regulatory compliance through document redaction & blockchain integration.
Jade Software & Ambit take chatbots to next level of AI
Tue, 11th Dec 2018
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crm
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uc
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martech
Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
Golden opportunities for enterprise e-waste reduction
Mon, 10th Dec 2018
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uc
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datacentre infrastructure
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hyperscale
As e-waste volumes surge past 50 million tonnes globally, businesses face pressure to improve technology asset management and embrace recycling efforts.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
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uc
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network infrastructure
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hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
How AI can improve service desk productivity & staff wellbeing
Mon, 3rd Dec 2018
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uc
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martech
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it automation
AI can drive automation, which could be anything from answering common questions to providing automated actions based on a particular request.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
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uc
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voip
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contact centre
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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uc
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
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uc
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hyperscale
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public cloud
The company's Public Sector Partner Program grew almost 40% this year, with more than 800 partners now on board.
Park Place opening EMEA ops centre in Cork, jobs up for grabs
Tue, 27th Nov 2018
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uc
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hyperscale
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dc
The world's largest post-warranty data centre maintenance organisation has announced that it will be opening its new EMEA Operations Centre in Cork, Ireland.
WatchGuard's eight (terrifying) 2019 security predictions
Fri, 16th Nov 2018
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malware
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uc
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firewalls
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.
How to balance collaboration and security on Workplace by Facebook
Tue, 30th Oct 2018
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uc
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cloud security
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casb
Cloud tool growth spikes data risk; firms adapt to insider threats, ensure compliance with tools like Netskope.
Why humans will remain at the core of customer experience
Wed, 17th Oct 2018
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crm
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uc
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cx
AI technology is streamlining human interactions rather than replacing them in contact centres, as customers still rely on human interaction.
Gartner's top 10 tech trends for 2019
Tue, 16th Oct 2018
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uc
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semiconductors
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data analytics
Gartner has released a list of what it sees as the most important strategic tech trends to be aware of in the quickly upcoming year.
Ten new ways for everyone to achieve more in the modern workplace
Tue, 25th Sep 2018
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uc
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healthtech
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microsoft
Microsoft is introducing new capabilities in Microsoft 365 that make it possible for every person to do their best work.