Contact Centre news stories
Customer service agents don't want to return to contact centres
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
Genesys optimises customer journeys with new solution
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
Leveraging technology in contact centres to reduce attrition rates
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
8x8 and Genesys partner with product integration for CX
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.
8x8 release blends contact centre and unified comms solutions
"8x8 Agent Workspace makes it easier than ever for contact centre agents to achieve maximum efficiency and effectiveness."
GoTo launches a customer communications solution for SMBs
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product.
Access4 announces strategic global partnership with UJET
Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.
Analysis: AI the way of the future for modern contact centres
According to a new analysis from NICE, AI technology is going to be the future of the modern contact centre.
8x8 delivers new XCaaS enterprise capabilities for improved collaboration
Cloud communications platform 8x8 has announced new 8x8 eXperience Communications as a Service enhancement.
Microsoft & Enghouse Interactive bring the best of Teams to the contact centre
Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.
How contact centres can realise the benefits of Microsoft Teams
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
Understanding the primary approaches to call recording in Microsoft Teams
As organisations modernise their contact centres, they are turning to platforms like Microsoft Teams.
Amazon Web Services / AWS
AWS improves contact centre productivity with new Amazon Connect features
AWS has shared new business momentum milestones and announced three new capabilities for , improving contact centre agent productivity.
Transforming contact centres with a digital-first customer experience strategy
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.
Salesforce announces new AI-powered workflows in Service Cloud
The new workflows enable customer service teams to predict, route and solve customer needs, and offers new digital contact centre innovations.
Vodafone and AWS create unique Kiwi voice for Amazon Connect
Vodafone New Zealand has announced the launch of a Kiwi voice for Amazon Connect, the omnichannel cloud contact centre.
Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
8x8 celebrates 'Challenger' position on Gartner MQ for Contact Centre as a Service
8x8 CEO Dave Sipes says the recognition validates the company’s commitment to the four pillars of great customer service.
Gartner names NICE as leader in CCaaS for 7th consecutive year
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report.
Genesys integrates AI into the Cloud CX contact centre platform
Customer experience orchestration company Genesys integrates AI features into the Genesys Cloud CX platform.
Zoom moves into contact centre market, acquiring Five9 in $14.7 billion stock transaction
Zoom has announced a definitive agreement to acquire the cloud contact centre Five9 in an all-stock transaction valued at approximately $14.7 billion.
Best practices for implementing a chatbot or virtual agent
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for A/NZ Rod Lester.
EPOS transforms hybrid work environment with IMPACT SDW 5000 contact centre headset range
Contact centre agents no longer have to stick within the limitations of traditional wired phone technologies.