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Contact Centre stories

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.
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Exclusive: NICE CXone drives customer experience innovation in ANZ
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Rod Lester, Managing Director of NICE CXone for ANZ, is revolutionising customer experience with a 300-strong client base and rapid growth driven by innovation.
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Australian report shows shift to AI in customer service
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Kore.ai's latest reports reveal Australians are embracing AI in customer service, prioritising advanced technology over pay and valuing efficiency and accuracy.
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Optus & NICE upgrade Great Southern Bank call centres
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Optus and NICE have launched a new contact centre system at Great Southern Bank, cutting customer wait times to just 30 seconds for 80% of calls.
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Great Southern Bank enhances service with CXone Mpower
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Great Southern Bank is enhancing its customer service automation by deploying NICE's AI-powered CXone Mpower platform, supported by Optus.
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Maxicare improves operations with NICE Workforce Management
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Maxicare has significantly improved customer experience and operational efficiency in its contact centres by implementing NICE Workforce Management.
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Couchbase awards 2024 winners for innovation in tech use
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Couchbase has unveiled the winners of its 2024 Customer Impact Awards, celebrating innovative users transforming operational infrastructures across various sectors.
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Call Design & CallD.ai join forces for AI optimisation
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Call Design and CallD.ai have partnered to enhance workforce optimisation in contact centres, merging AI solutions with human expertise for improved efficiency.
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Contact centres in 2025: Balancing AI with human empathy
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The contact centre industry is poised for transformation in 2025, with a predicted rise in demand for human interaction as consumer preferences shift.
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Business Systems & Teneo.ai unveil AI voice automation
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Business Systems has teamed up with Teneo.ai to revolutionise the contact centre landscape with an AI-driven voice automation solution boasting over 95% accuracy.
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Royal Holloway partners with IPI for Clearing support
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IPI is collaborating with Royal Holloway, University of London, to bolster its Contact Centre during the crucial Clearing and Confirmation period.
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NICE launches AI-powered CXone Mpower SmartSpeak tool
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NICE has launched CXone Mpower SmartSpeak, an AI-driven solution aiming to eliminate language barriers and enhance global communication.
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RingCentral leads 2024 Gartner Magic Quadrant for UCaaS
Thu, 24th Oct 2024
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RingCentral has been named a Leader in the 2024 Gartner Magic Quadrant for UCaaS for the tenth consecutive year, showcasing exceptional innovation and reliability.
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RingCentral secures PAN-India licence for UCaaS & CCaaS
Thu, 17th Oct 2024
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RingCentral has acquired a PAN-India licence for its UCaaS and CCaaS offerings, enhancing opportunities for Australian firms in the Indian market.
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IPI recognised among top innovators in InsurTech100 list
Mon, 14th Oct 2024
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IPI has been named in the 2024 InsurTech100 list, recognising its innovative contributions to the insurance industry's technological landscape.
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Talkdesk unveils new AI tools to boost customer service efficiency
Mon, 23rd Sep 2024
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Talkdesk reveals AI Rewriter and AI Translator to enhance customer service, promising personalised, efficient interactions and cutting AHT by up to 30%.
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Netsafe wins top NZ contact centre award for second year
Mon, 23rd Sep 2024
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Netsafe's Contact Centre wins top award for the second year in a row, with Caitlin honoured as Most Outstanding Customer Service Representative.
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Zendesk launches outcome-based pricing for AI agents
Tue, 17th Sep 2024
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Zendesk introduces Outcome-Based Pricing for AI agents, ensuring businesses only pay for successfully resolved issues, aligning costs with value received.
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Kore.ai launches XO Express platform for AI chatbots & centres
Fri, 2nd Aug 2024
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Kore.ai has launched XO Express, enabling businesses to build AI chatbots and contact centres without technical expertise, making advanced AI accessible to all.
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ADLINK unveils AI Edge Server MEC-AI7400 for smart manufacturing
Wed, 17th Jul 2024
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ADLINK Technology unveils its AI Edge Server MEC-AI7400 series, aimed at revolutionising smart manufacturing with generative AI and digital twin integrations.
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eflow Global upgrades TZEC to combat market abuse with AI
Tue, 16th Jul 2024
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eflow Global's TZEC upgrade leverages AI to enhance eComms surveillance, aiming to curb market abuse and meet strict regulatory demands amid rising fines.