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Contact Centre stories - Page 4

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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Avast report reveals rise in AI-powered cyberattacks & scams
Wed, 15th May 2024
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malware
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phishing
Avast’s Q1 Threat Report spotlights a surge in AI-driven cyberattacks, with 90% of threats involving social engineering, deepfakes, and YouTube scams.
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Genesys & ServiceNow join forces to revolutionise customer service
Tue, 14th May 2024
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martech
AI players, Genesys and ServiceNow announce a strategic partnership to deliver a unified customer service solution, enhancing experience orchestration and business transformation.
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ServiceNow commits to value creation with GenAI at Knowledge 2024
Tue, 14th May 2024
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uc
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it in manufacturing
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digital transformation
ServiceNow demonstrated its commitment to leading digital transformation at the Knowledge 2024 conference, unveiling expanded generative AI capabilities, new partnerships and purpose-focused solutions for manufacturing.
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Collaboration tools are now at the frontline in the battle against phishing
Mon, 13th May 2024
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mfa
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phishing
As users swap email for collaboration suites, threat actors are as well, posing a fresh challenge for corporate security teams.
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ServiceNow & Microsoft to enhance workflow with integrated AI capabilities
Thu, 9th May 2024
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uc
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digital transformation
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hyperscale
ServiceNow is furthering its strategic alliance with Microsoft to integrate AI systems, increasing workplace efficiency and employee flexibility. This follows impressive Q1 results from ServiceNow.
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Yellow.ai debuts industry-first Orchestrator LLM in AI customer service
Thu, 9th May 2024
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martech
Yellow.ai unveils Orchestrator LLM agent model, an AI-driven customer service tool delivering context-aware, personalised interactions, boosting satisfaction by over 60%.
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UK excels in customer satisfaction & IT service delivery
Thu, 9th May 2024
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genai
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ai
Freshworks report reveals generative AI impact on UK business performance, boasting of rapid customer response times and high satisfaction scores.
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Kore.ai research finds AI preference among contact centre agents & consumers
Wed, 8th May 2024
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uc
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fintech
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cx
New research by Kore.ai shows a shift towards AI-driven solutions in customer service, with agents prioritising AI tech over fair pay, and consumers applauding AI's precision and reliability.
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Red Hat unveils Podman AI Lab to bolster local AI application development
Wed, 8th May 2024
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uc
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hybrid cloud
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risk & compliance
Red Hat, a leader in open-source solutions, has launched the Podman AI Lab, an extension for its Podman Desktop, aiming to provide developers an easier and efficient way to build and run AI-powered apps in containerised environments on local workstations.
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Dell & Red Hat boost APEX Cloud's AI capabilities in new alliance
Wed, 8th May 2024
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uc
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network infrastructure
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hybrid cloud
Dell Technologies and Red Hat Open Shift partner to boost APEX Cloud Platform’s AI capabilities, streamlining the deployment of AI initiatives and giving businesses better control over their applications.
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RedHat unveils expanded automation for hybrid cloud systems
Tue, 7th May 2024
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uc
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hybrid cloud
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open source
RedHat reveals an enhanced automation offering for hybrid cloud systems, promising streamlined operations and improved business innovation using the Red Hat Ansible Automation Platform.
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RingCentral launches AI-powered contact centre RingCX in Australia
Fri, 3rd May 2024
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martech
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omnichannel
RingCentral's AI-driven contact centre RingCX sees Australian launch, promising tailored solutions across all business sizes, with a focus on enhanced customer service via omnichannel and integrated capabilities.
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What is vishing? Tips to spot and avoid voice phishing scams
Thu, 2nd May 2024
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malware
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vpns
As vishing scams persist, we explore its mechanisms, common tactics, and how to deter these voice phishing attacks, safeguarding your personal data and finances.
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The remote desktop tools most targeted by attackers in the last year
Thu, 2nd May 2024
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malware
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virtualisation
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uc
Virtual Network Computing (VNC) was the most targeted remote desktop tool in the past year, clouds over a new Barracuda data report.
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HPE reveals Wi-Fi 7 APs with 30% more capacity over rivals
Wed, 1st May 2024
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uc
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firewalls
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network security
Hewlett Packard Enterprise leaps ahead with Wi-Fi 7 access points boasting 30% higher wireless traffic capacity and superior network security, aimed at propelling AI and IoT applications.
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Dropbox unveils new features for remote work, enhances Microsoft integration
Fri, 26th Apr 2024
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uc
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encryption
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hybrid & remote work
Dropbox responds to challenges of remote working with security enhancements, upgrades to Dropbox Replay, and new integrations with Microsoft tools.
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Siemens & Mercedes-Benz co-develop Digital Energy Twin
Fri, 26th Apr 2024
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robots
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digital transformation
Siemens and Mercedes-Benz have collaborated on the Digital Energy Twin, an innovative tool designed to speed up factory energy planning and support Mercedes' sustainability goal of all its sites running entirely on renewable energy by 2039.
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UK consumers are turning their back on AI chatbots
Thu, 25th Apr 2024
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uc
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it automation
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ai agents
Almost half of UK adults dissatisfied with customer service, often preferring human interaction over automated systems.
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AI boosts productivity in Australian talent life cycle, says Randstad report
Thu, 25th Apr 2024
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uc
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digital transformation
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ai
Australian talent management is being revolutionised by artificial intelligence (AI), with a significant productivity boost noted in a report by Randstad Enterprises.
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Sapia Labs presents 'revolutionary' AI research at SIOP conference
Fri, 19th Apr 2024
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uc
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llms
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ai agents
At the upcoming SIOP conference, Sapia Labs will present four innovative research pieces on how AI and chat interview technology can revolutionise hiring practices.