Displaying items by tag: contact center

Australian telecoms provider Optus has partnered with NICE, a provider of AI customer service automation solutions, to overhaul Great Southern Bank's contact centre operations.

Growing from a developer-first programmable telephony platform, Twilio products are now embedded in organisations big and small worldwide. About a third of the world's email goes through Twilio SendGrid, while companies like Electrolux have replaced their contact centres with Twilio Flex.

Contact centre platform provider Genesys has released customer highlights for its 2023 fiscal year, reporting impressive numbers for its Genesys Cloud CX family of products, including nearly 30% growth in customers and US$2 billion total revenue growth.

If global contact centre platform provider Genesys had one key take-away message for the approximately 300 delegates to its APAC Partners Summit in Phuket this week, it was that significant numbers of legacy in-premise clients are ripe for the inevitable move to the cloud.

GUEST INTERVIEW: GoTo Resolve is a new IT management platform that streamlines support, maximises productivity, and makes secure IT simple with enterprise-grade security, with remote access, support, ticketing and camera sharing, all in one place.

GUEST INTERVIEW: GoTo Resolve is a new IT management platform that streamlines support, maximises productivity, and makes secure IT simple with enterprise-grade security, with remote access, support, ticketing and camera sharing, all in one place.

GUEST OPINION It’s no surprise that the future of customer communications technology is in the cloud. In fact, cloud-based contact centres are expected to become a standard productivity tool within the next 10 years.

GUEST OPINION: It’s no surprise that the future of customer communications technology is in the cloud. In fact, cloud-based contact centres are expected to become a standard productivity tool within the next 10 years.

Just about every business of significant size seems to want a mobile app. But what if was easy to provide deep integration with the contact centre? Would cross-platform compatibility be a bonus? That's what Interactive Intelligence is promising.

Cyara Solutions today announced that the New Zealand's Ministry of Social Development (MSD) has adopted its Pulse product to automatically test the operations of its call centers, removing the need for daily manual testing.

CosmoDashboard Receives Further Recognition for Call Center Reporting Excellence. CosmoCom today announced that its advanced, real-time contact center reporting and quality monitoring application, CosmoDashboard, has won a prestigious 2011 Long Island Software Award (LISA). Presented by the Long Island Software and Technology Network (LISTnet), the LISA recognizes innovation and excellence in software development by Long Island-based companies.

Cyara Signs Nuance Network Speech Value Added Reseller Agreement for Australia and New Zealand; Agreement Aimed at Increasing Success of Speech and Voice Biometrics Deployments through Cyara's Innovative Approach to Application Simulation, Testing and Monitoring.

InteractCRM & Loquendo partner to deliver a solution that brings all the benefits of an interactive voice portal to students (U.S.A.), providing them 24/7 access to personalized information over phone by means of natural language based interaction.

Unified Communications vendor Zeacom adds to channel management team.

Zeacom to hold its second annual Australian Unified Communications User conference.

GN Netcom is significantly enhancing its focus on India where the company's of the Jabra GOâ„¢ 6400 Series of headsets also marked its expansion into the upper end of the Contact Centre & Office (CC&O) sector. Announcing the appointment of Redington, a leading IT distribution player, the company also disclosed plans to open two new offices in the Indian market where it grew 30% in 2009 and projects a 50% y-o-y growth for the next.