Contact Centre stories - Page 12
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.
Alibaba Cloud open-sources two large language models for AI community
Tue, 12th Dec 2023
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uc
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llms
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agentic ai
Alibaba Cloud has open-sourced two large language models for AI, Qwen-72B and Qwen-1.8B, to facilitate AI advancements.
Ecosystm & Verint Playbook highlights wider scope needed for CX strategies
Tue, 12th Dec 2023
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uc
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data analytics
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cx
New Ecosystm and Verint Playbook suggests businesses need to broaden their CX strategies beyond generic telephony-based systems.
NICE named Technology Leader by QKS for Customer Journey Analytics
Thu, 7th Dec 2023
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cx
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martech
Software provider NICE earned the title of Technology Leader in the 2023 SPARK Matrix for Customer Journey Analytics by QKS.
Zoom looks to enhance CX with AI-powered refinements
Thu, 7th Dec 2023
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crm
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uc
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data analytics
Zoom is set to enhance its AI-powered customer experience suite, improving services for businesses of all sizes.
Surge in eCommerce platforms sees rise of counterfeit goods
Wed, 6th Dec 2023
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uc
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supply chain
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digital twins
Distributed Ledger Technology (DLT) offers a solution to the growing problem of counterfeit goods on ecommerce platforms.
Generative AI adoption slow but has potential, survey reveals
Wed, 6th Dec 2023
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uc
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genai
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llms
Just 10% of businesses employ generative AI solutions despite potential for significant improvements, finds study.
Siemens & Intel to boost sustainability in semiconductor manufacturing
Tue, 5th Dec 2023
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uc
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semiconductors
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manufacturing
Intel and Siemens AG partner together to advance sustainability and efficiency in semiconductor manufacturing using IoT solutions.
A guide on how to migrate to better Teams governance
Mon, 4th Dec 2023
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uc
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firewalls
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network security
Migrating Teams delivers a great opportunity to establish a new Teams environment that reflects the lessons learned in the old environment.
AI's expanding role: SAS's 2024 predictions unveiled
Fri, 1st Dec 2023
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uc
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digital twins
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risk & compliance
SAS unveils predictions for the role of artificial intelligence in 2024, forecasting tech advancements and job creation potential.
Amazon Connect adds Generative AI features to enhance CX
Thu, 30th Nov 2023
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uc
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hyperscale
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public cloud
Amazon Connect has introduced generative AI capabilities aiming to boost worker productivity, cut costs, and improve customer service.
AWS unveils new serverless innovations for enhanced data management
Thu, 30th Nov 2023
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uc
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digital transformation
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hyperscale
Amazon Web Services has rolled out three new serverless innovations for superior data management, promising simpler and faster scalability.
UK firms pivot to AI as permacrisis prompts vital digital adaptations
Fri, 24th Nov 2023
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edutech
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uc
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ai
A new report reveals 78% of UK IT decision-makers plan to use AI and automation to navigate the ongoing permacrisis.
Tandem platform streamlines workplace feedback with continuous approach
Tue, 21st Nov 2023
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genai
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ai
Tandem, a novel platform, aims to revolutionise workplace feedback with continuous review cycles, fostering high-performance culture.
Microsoft's Copilot Studio a low-code tool for constructing stand alone copilots
Fri, 17th Nov 2023
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hcm
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erp
Microsoft debuts Copilot Studio, a low-code tool built specifically for customising the Microsoft Copilot and stand-alone copilots.
Dramatic growth projected for digital twin market, says IoT Analytics
Fri, 17th Nov 2023
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uc
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iot
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supply chain
Projection sees digital twin market growing at CAGR of 30% between 2023 and 2027, states IoT Analytics report.
ControlUp enhances digital employee experience with new Microsoft features
Thu, 16th Nov 2023
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uc
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daas
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apm
ControlUp has unveiled new features for its DEX platform, optimising Microsoft-powered employee experience and simplifying IT management.
Club Med enhances global operations with implementation of NICE CXone
Wed, 15th Nov 2023
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uc
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cx
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martech
Holiday specialist Club Med has globalised operations with tech firm NICE's CXone customer experience platform.
How to move file shares from on-prem to cloud
Wed, 15th Nov 2023
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uc
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migration
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public cloud
Moving file shares to the cloud may be inevitable, but it should be done with careful consideration and the very best tools.
Celonis acquires Symbio, launching AI-driven 'Process Cockpit'
Tue, 14th Nov 2023
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uc
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apm
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software development
Celonis acquires Symbio, launching 'Process Cockpit'; an AI-led tool enhancing process management with real-time tracking.
Fujitsu develops world-leading CPU/GPU optimisation technology amidst GPU shortage
Fri, 10th Nov 2023
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uc
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digital twins
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genai
Fujitsu unveils groundbreaking technology to optimize CPU and GPU usage, mitigating the impact of the global GPU shortage. #Fujitsu #technology.