Contact Centre-as-a-Service (CCaaS) stories
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AI won't displace contact centre agents significantly until 2026
Thu, 1st Aug 2024
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uc
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data analytics
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ai
AI will augment rather than replace UK and US contact centre agents until at least 2026, per Cavell's latest research, despite industry momentum around automation.
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IPI launches ElasticCX Service Recovery for contact centres
Fri, 26th Jul 2024
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uc
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breach prevention
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risk & compliance
IPI unveils ElasticCX Service Recovery, a cloud-based solution aimed at enhancing Contact Centre resilience against IT outages, security breaches, and planned upgrades.
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UK consumers uncertain about AI's impact on customer service
Tue, 11th Jun 2024
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uc
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ai
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ai agents
Only 32% of UK consumers see AI's potential to enhance customer service, while most are wary of its risks, a CCMA and Odigo study reveals.
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Westcon announces expanded partnership with AudioCodes for UCaaS provision
Wed, 10th Apr 2024
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uc
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voip
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microsoft
Westcon-Comstor partners with AudioCodes to enhance Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) offerings, aiming to boost recurring revenues for their partners.
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Cavell study highlights rising automation in global contact centre strategy
Fri, 8th Mar 2024
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uc
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cx
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martech
Cavell's new study reveals a growing trend of automation in customer experience strategies globally, with Western contact centres predicting a significant surge in automated solutions over the next three years.
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Virtus Health to implement global RingCentral communication platform
Thu, 22nd Feb 2024
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uc
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network infrastructure
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data analytics
Virtus Health plans a 5-year global implementation of the integrated RingCentral communication platform across its 62 sites, aiming to enhance patient experience and reduce business communication costs.
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Vonage to boost Southern Cross Credit Union's customer support
Wed, 14th Feb 2024
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data analytics
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uc
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digital transformation
Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.
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Gamma acquires Coolwave to boost global voice services presence
Thu, 8th Feb 2024
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uc
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contact centre
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cloud services
Gamma Communications has strategically acquired international SMS and voice services provider, Coolwave Communications, bolstering its global presence and voice services.
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Prophecy International & SOFTEL Communications announce strategic AI alliance
Wed, 7th Feb 2024
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uc
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data analytics
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cx
Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.
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Sinch & Mitto lead winners at Juniper Telco Innovation Awards
Thu, 25th Jan 2024
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uc
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iot
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5g & beyond
Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.
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This call will be recorded for its business insights
Thu, 6th Jul 2023
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uc
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ai
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ringcentral
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
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Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
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uc
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paas
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cx
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
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Contact Company selects Calabrio WFM to power BPO operations
Sat, 10th Jun 2023
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uc
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cx
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martech
Contact plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base.
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Digital Island’s new workshop for superior contact centres
Tue, 9th May 2023
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uc
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cx
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martech
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
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Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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uc
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ai
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forrester research
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
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Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
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uc
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cx
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martech
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
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CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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uc
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cx
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martech
NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
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NICE named leader in Quadrant Knowledge’s 2022 CCaaS report
Fri, 24th Feb 2023
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uc
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cx
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martech
NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.
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HotelPORT partners ComOps for better contact centre services
Tue, 7th Feb 2023
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uc
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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.
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Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
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uc
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martech
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omnichannel
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.