Contact Centre stories - Page 27
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.
Using technology to inspire customers
Wed, 19th Sep 2018
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cx
Harnessing AI, machine learning, and VR, the travel industry seeks to predict and inspire consumer behaviour, making choices more personalised and engaging.
Exclusive: SailPoint CEO on why bot identities need to be scrutinised
Wed, 5th Sep 2018
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martech
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it automation
Bots today have access to mission-critical systems, applications and data, just like any other user within the organisation.
Exclusive: An inside look at Lenovo's AI initiatives
Wed, 29th Aug 2018
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digital transformation
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Lenovo's AI initiatives include the launch of Lenovo Intelligent Computing Orchestration (LiCO) to simplify AI model development. #AI #Lenovo.
How chatbots can enhance the customer experience
Wed, 18th Jul 2018
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data protection
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cx
Companies are increasingly using chatbots in their mobile apps to enhance customer service and improve the overall customer experience.
Z Energy's customer fuel management database breached
Thu, 28th Jun 2018
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breach prevention
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cybersecurity
Z says it believes the data accessed does not include bank details or other information that would put customer finances directly at risk.
How IT service desk admin jobs will be transformed by smart automation
Tue, 19th Jun 2018
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martech
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it automation
Developments in AI technologies like ML and natural language processing will strengthen the connection between IT teams and their organisation.
How businesses can prepare their contact centre for a bot/AI environment
Fri, 15th Jun 2018
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As AI and bots revolutionise customer service, businesses must update infrastructures and train staff to harness this tech effectively. Here's how.
CX perception gap means opportunities for channel
Thu, 7th Jun 2018
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cx
A new survey from Mitel shows that businesses' customer experience isn't as good as they think - but tech could be a big part of the solution.
Microsoft perfects remote team collaboration with Surface Hub 2 launch
Mon, 21st May 2018
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hybrid & remote work
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Microsoft unveils Surface Hub 2, revolutionising remote teamwork with a sleek 4K+ multi-touch display and cutting-edge collaboration tools.
Now you see me, now you don't: Security beyond the physical network
Wed, 16th May 2018
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verizon
A big shift in the way people work means organisations can no longer rely on the same legacy security models they have been using to date.
Is your business ready to talk chatbots?
Mon, 14th May 2018
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digital signage
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hyperscale
Is your business ready for chatbots? CIOs must embrace these virtual assistants, with more than 50% of enterprises projected to invest heavily by 2021.
Supermicro reveals latest data centre and cloud solutions
Fri, 11th May 2018
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storage
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datacentre infrastructure
The result is up to 60% hardware acquisition cost savings, less power consumption and less e-waste during technology refresh cycles.
A chatbot for network security management? It's a reality
Wed, 21st Mar 2018
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uc
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network infrastructure
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sdn
In what may be an industry-first, a UK-based company has launched an intelligent chatbot especially designed for network security management tasks.
Exclusive interview: Lenovo's Scott Tease talks AI, HPC and the power of data
Thu, 15th Mar 2018
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datacentre infrastructure
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data analytics
Data is the most valuable asset to organizations, according to Lenovo's HPC and AI executive director, Scott Tease.
Cisco unveils its top five strategic business pillars for 2018
Mon, 12th Mar 2018
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network infrastructure
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data analytics
Cisco has unveiled its five strategic business pillars for 2018, focusing on security, network reinvention, multi-cloud, data utilisation, and collaboration.
How speech analytics can improve outcomes in the contact centre
Mon, 5th Mar 2018
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martech
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Alibaba Cloud commits to EU with launch of 8 new products at MWC18
Wed, 28th Feb 2018
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data analytics
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hyperscale
The Chinese giant announced the launch of the new products for Europe at MWC 18, stressing its commitment to the region for the future.
Daimler hires Soul Machines' digital human for customer service
Wed, 28th Feb 2018
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martech
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
OVUM: Where are enterprises looking to really use AI?
Tue, 27th Feb 2018
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supply chain
Artificial intelligence (AI) remains highly in vogue as a technology topic across the media and within the IT supplier landscape.
Kiwi AI company's digital human being tested at UK bank
Thu, 22nd Feb 2018
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martech
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While NatWest will only deploy Soul Machines' technology if it successfully completes a pilot, it could be used to help free up time human advisors.