contact centre - News, Features, and Slideshows

News

• Analytics tech in the APAC contact centre market set to surge

  Demand for analytics technology is set to surge in the contact centre applications market across the Asia Pacific in the coming years, new research suggests.

• Vodafone teams with Convai to deliver AI into contact centres

  ​Vodafone NZ has struck an exclusive deal with Convai to launch Vodafone Voice Concierge, to improve both the customer experience and efficiency of business call centres.

• Vodafone NZ taps AWS to launch Vodafone Connect cloud contact centre

  Vodafone NZ is launching a new contact centre solution running on Amazon Web Services (AWS) as COVID-19 disruption accelerates demand for flexible cloud-based services.

• Avaya and Google delve deeper into contact centre AI

  Avaya has revealed a further integration with Google Cloud Contact Centre artificial intelligence (AI) to provide better contact centre experiences for customers.

• Google is bringing its human-like conversational AI to the contact centre

  Google Cloud has announced a new enterprise contact centre solution which uses AI to mimic humans to answer simple queries.

• Spark details expanded TaaS portfolio for government agencies

  Spark has added a slew of new offerings to its Telecommunications-as-a-Service (TaaS) portfolio for government agencies.

• Avaya unveils new organisation Avaya Cloud

  Avaya has announced Avaya Cloud, a newly formed organisation focused on driving cloud products and services for the company.

• Datacom wins $35M contract with Dept of Home Affairs

  Datacom has been awarded a $35.2 million contract with the Department of Home Affairs through Datacom Connect.

• MBIE eyes robotic process automation following trial

  ​The Ministry of Business, Innovation and Employment is planning to deploy robotic process automation to streamline immigration services.

• ​Pyrios partners with Interactive Intelligence to launch new cloud contact centre service

  Pyrios inks a deal with Interactive Intelligence to bring cloud contact centre services to the New Zealand and Australian markets.

• How are vendors positioning contact centre portfolios to meet growing market demands?

  Genesys, Cisco and Avaya positioned as market leaders in the global contact centre infrastructure and software market.

• Enghouse Interactive roadshow (+29 photos)

  Unified Communications (UC) distributor, Enghouse Interactive, held its partner event at the Star Room in Darling Harbour. Discussions were focussed around call centre deployments in the UC space.

• Avaya will drop transactional resellers for high-value partners

  Avaya has been moving through an executive shuffle, which has seen the emergence of a new partner program.

• Integrated Research helps contact centres fulfill regulatory obligations

  Integrated Research has announced a new version of its software which ensures that contact centres conform to regulation, and help avoid fines.

• New version of contact centre solution launched

  Auckland-based Zeacom, a developer of contact centre and business process automation solutions, has announced version 8.0 of Enghouse Interactive Communications Center (EICC).