Contact Centre stories - Page 2
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.
![Story image](../../../../../uploads/story/2024/06/14/preview_techday_43976966210f96ef741c.webp)
Autodesk Construction Cloud receives ISO 19650 certification
Fri, 14th Jun 2024
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uc
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risk & compliance
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ai agents
Autodesk announces ISO 19650 compliance for its Construction Cloud, marking a milestone in digital information management for construction projects.
![Story image](../../../../../uploads/story/2024/06/13/preview_techday_8988b7075a5faba3fc61.webp)
Databricks & NVIDIA expand partnership to boost AI workloads
Fri, 14th Jun 2024
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uc
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ai
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ai agents
Databricks and NVIDIA expand partnership to integrate CUDA acceleration into Databricks' platform, boosting AI and data capabilities, announced at Data + AI Summit.
![Story image](../../../../../uploads/story/2024/06/13/preview_techday_c5580dd952fdc595bf70.webp)
Genesys reports $1.5 billion in revenue with 40% growth
Thu, 13th Jun 2024
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hyperscale
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uc
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public cloud
Genesys reports a stellar Q1 FY2025 with annual recurring revenue surpassing USD$1.5 billion, driven by demand for its AI-powered Genesys Cloud platform.
![Story image](../../../../../uploads/story/2024/06/06/preview_img-qNEjrGKEpd9xawd7UVbyWM2K.webp)
72% of business leaders suffer from analysis paralysis - Could AI be the answer?
Thu, 13th Jun 2024
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uc
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data analytics
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ai
A startling 72% of business leaders face analysis paralysis due to data overload. Could AI innovations like predictive analytics and chatbots offer a solution?.
![Story image](../../../../../uploads/story/2024/06/11/preview_techday_3c673ecf41f24c762637.webp)
NICE secures largest ever CXone deal in the APAC region
Tue, 11th Jun 2024
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uc
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data analytics
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cx
NICE secures its largest APAC region deal for CXone, replacing legacy systems with a unified AI-driven platform to revolutionise customer service.
![Story image](../../../../../uploads/story/2024/06/11/preview_techday_293a04c8af7b07a93db4.webp)
Tollring launches AI-powered recording for Microsoft Teams
Tue, 11th Jun 2024
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uc
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cx
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martech
Tollring has unveiled Analytics 365 AI-Powered Recording for Microsoft Teams, enhancing its toolset with live transcription and AI-driven analysis, starting at US$7 per user.
![Story image](../../../../../uploads/story/2024/06/11/preview_techday_d2f88bc14151743220ea.webp)
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.
![Story image](../../../../../uploads/story/2024/06/10/preview_techday_3d82117372b6f8b3b610.webp)
Five9 & Salesforce collaborate on AI solutions for contact centres
Tue, 11th Jun 2024
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uc
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cx
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martech
Five9 and Salesforce have launched a new AI-enhanced integration aimed at revolutionising contact centres. The upgrade promises to boost agent efficiency and customer satisfaction.
![Story image](../../../../../uploads/story/2024/06/06/preview_techday_62f0d4c78b6d0558b2f3.webp)
NVIDIA unveils ACE AI microservices for digital human creation
Tue, 11th Jun 2024
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uc
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gaming
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network infrastructure
NVIDIA launches ACE generative AI microservices, poised to revolutionise digital human creation for sectors ranging from gaming to healthcare.
![Story image](../../../../../uploads/story/2024/06/08/preview_IMG_6426.webp)
Nvidia's Jensen Huang Unveils Next-Gen Rubin Platform at NTU Keynote
Sat, 8th Jun 2024
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robots
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uc
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ai
Nvidia CEO Jensen Huang unveils the revolutionary Rubin platform at NTU, forecasting a new AI-driven industrial revolution amidst enthusiastic local support.
![Story image](../../../../../uploads/story/2024/06/03/preview_img-gR5y0QLTvzxHq1n8v7PXwezz.webp)
NVIDIA's AI & digital twins transform Taiwanese manufacturing
Thu, 6th Jun 2024
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uc
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robots
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ai
At COMPUTEX, NVIDIA unveiled AI and digital twin technologies, paving the way for autonomous manufacturing in Taiwan's major electronics firms like Foxconn and Delta Electronics.
![Story image](../../../../../uploads/story/2024/06/05/preview_img-3xS8k22lxx5oaJXzFWfTqQxQ.webp)
Nintex unveils new AI features to boost business automation
Wed, 5th Jun 2024
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uc
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digital transformation
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low-code
Nintex announces AI-enhanced tools to streamline business processes, featuring automated documentation, workflow generation, and chatbot development.
![Story image](../../../../../uploads/story/2024/06/05/preview_img-wmFnonV5PbNyOd9NC1oyqE6B.webp)
SAP unveils major generative AI advances, collaborations
Wed, 5th Jun 2024
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uc
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datacentre infrastructure
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ai
SAP has unveiled generative AI advances by expanding AI copilot Joule across its solutions and collaborating with Google Cloud and Meta.
![Story image](../../../../../uploads/story/2024/06/05/preview_img-HaE8OaTAzayTpeIDhdadc9rP.webp)
SAP unveils AI innovations, collabs with Google and Meta
Wed, 5th Jun 2024
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uc
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ai
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cleantech
SAP unveils AI-driven innovations and announces collaborations with Google, Meta, and others to transform business operations.
![Story image](../../../../../uploads/story/2024/06/03/preview_NIM.webp)
NVIDIA explains how NIMs will revolutionise generative AI deployment
Tue, 4th Jun 2024
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uc
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it automation
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open source
At COMPUTEX 2024, NVIDIA CEO Jensen Huang has unveiled more details of the development building blocks they're calling NVIDIA NIMs.
![Story image](../../../../../uploads/story/2024/05/31/preview_img-iMyHgpTV7bIarRiDbdv4N1mH.webp)
NICE unveils advanced WFM solutions for digital integration
Fri, 31st May 2024
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uc
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cx
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martech
NICE has launched new workforce management tools aimed at integrating digital front and back-office tasks, enhancing efficiencies and bottom-line results.
![Story image](../../../../../uploads/story/2024/05/30/preview_img-Qo8Nevg8durGsc6qVoNMPGCQ.webp)
Taking the next step forward in the contact centre evolution
Thu, 30th May 2024
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uc
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data analytics
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cx
Artificial intelligence is revolutionising Australian contact centres, enabling unparalleled personalisation and efficiency.
![Story image](../../../../../uploads/story/2024/05/24/preview_img-E6CclO7RrLv8aRGNlO3Nka1n.webp)
GitHub enhances AI developer tool with Copilot Extensions
Fri, 24th May 2024
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uc
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virtualisation
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martech
GitHub launches Copilot Extensions to streamline AI-driven development, integrating tools from top partners like DataStax and Azure directly into the IDE.
![Story image](../../../../../uploads/story/2024/05/24/preview_img-9RLVchm6DwubIOjSZpv1x0lK.webp)
Hotwire unveils GAIO.tech to enhance brand AI chatbot insights
Fri, 24th May 2024
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uc
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ai
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ai agents
Hotwire has unveiled GAIO.tech, a pioneering AI tool designed to enhance brand storytelling through advanced insights into AI chatbot interactions and brand reputation.
![Story image](../../../../../uploads/story/2024/05/24/preview_img-oGkj8GuOObOYuV20bB9CJ658.webp)
AI seen as key to tackling customer churn in Australian firms
Fri, 24th May 2024
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data analytics
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uc
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cx
Australian businesses are increasingly concerned about customer churn, with 97% adopting AI to enhance customer experience, despite cybersecurity and cost worries.