IT Brief Asia - Technology news for CIOs & IT decision-makers

CCaaS / Contact Centre-as-a-Service stories

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Digital Island’s new workshop for superior contact centres
Last month
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contact centre
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cx
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digital island
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
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Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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contact centre
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ai
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forrester research
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
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Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
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managed services
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ccaas
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customer service
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.
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CXone used by more than one million agents and supervisors
Fri, 17th Mar 2023
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cx
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workforce
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nice
NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.
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NICE named leader in Quadrant Knowledge’s 2022 CCaaS report
Fri, 24th Feb 2023
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cx
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contact centre
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omnichannel
NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.
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HotelPORT partners ComOps for better contact centre services
Tue, 7th Feb 2023
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ai
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ml
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digital transformation
The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.
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Zoom Virtual Agent launch promises big things for ANZ businesses
Tue, 31st Jan 2023
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ai
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contact centre
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chatbots
"While 2023 will be a challenging year for many businesses across ANZ, Zoom is working to support these businesses with secure, scalable solutions."
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NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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ai
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cx
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it automation
NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.
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Don’t let your CCaaS cloud migration cast a shadow over customer experience
Mon, 12th Dec 2022
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cloud services
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cx
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ccaas
Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what’s the catch?
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Avaya showcases metaverse tech at Gartner’s symposium
Wed, 9th Nov 2022
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contact centre
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paas
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cx
At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.
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NICE receives top Gartner scores for Digital Customer Service Centre
Wed, 26th Oct 2022
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contact centre
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digital
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gartner
“We are excited to score highest in the inaugural Digital Customer Service Centre Use Case in the 2022 Gartner Critical Capabilities for CCaaS report."
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Silver Spring Pathfinder creates opportunities with Avaya
Mon, 17th Oct 2022
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cloud services
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avaya
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csa
Silver Spring Pathfinder (SSP) used Avaya (NYSE: AVYA) technology to make significant progress in its mission of creating meaningful and rewarding employment for disadvantaged Singaporeans. 
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Avaya and Alcatel-Lucent upgrade their strategic partnership
Thu, 13th Oct 2022
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cloud services
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network infrastructure
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network management
The upgraded partnership will enable organisations to innovate easily without the need for operationally disruptive technology replacement initiatives.
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Symbio consolidates TNZI business to support APAC expansion
Fri, 27th May 2022
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contact centre
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business
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tnzi
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
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Avaya and Alcatel-Lucent Enterprise form strategic partnership
Thu, 31st Mar 2022
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cloud services
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contact centre
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digital transformation
Avaya and Alcatel-Lucent Enterprise announce a strategic partnership to accelerate customers transformations to the cloud.
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GoTo launches a customer communications solution for SMBs
Thu, 3rd Mar 2022
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crm
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contact centre
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martech
GoTo, formerly known as LogMeIn, has announced the evolution of its Contact-Center-as-a-Service (CCaaS) solution within the GoTo Connect product. 
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Gartner names Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant
Tue, 17th Aug 2021
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crm
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contact centre
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martech
Gartner has named Genesys a leader in the 2021 Contact Center as a Service Magic Quadrant. Making the company a seven-time Magic Quadrant leader.
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Gartner names NICE as leader in CCaaS for 7th consecutive year
Thu, 12th Aug 2021
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crm
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bi
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contact centre
For the seventh consecutive year, Gartner has named NICE CXone as a leader in the 2021 Gartner Magic Quadrant for Contact Center as a Service (CCaaS) report. 
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Gartner names NICE inContact a cloud contact centre Leader
Mon, 16th Nov 2020
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crm
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bi
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contact centre
The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.
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Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
Thu, 12th Nov 2020
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crm
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contact centre
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martech
The company is experiencing a surge in Genesys Cloud platform adoption from businesses across the world.
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NEC enters comms-aaS market with new partnership
Thu, 23rd Apr 2020
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uc
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contact centre
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crm
In partnership with Intermedia, NEC is set to launch new UCaaS and contact-centre-aaS solutions globally.
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Bye bye bankruptcy: Avaya acquires contact centre as a service provider
Wed, 31st Jan 2018
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crm
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contact centre
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martech
It was only late last year when Avaya was cleared of bankruptcy, but the communications vendor is wasting no time in growing its business.
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8x8 introduces its premium feature rich CCaaS product to AU and NZ
Mon, 21st Nov 2016
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contact centre
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crm
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martech
8x8 is a global organisation that recently opened up business in AU & NZ after experiencing strong demand in the area - find out what they offer here.
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CCiNZ conference delivers in spades.
Thu, 1st Nov 2012
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contact centre
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ccaas
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pd
With its commitment to educating, supporting and engaging its members, the Contact Centre Institute of New Zealand says its recently-held 4th annual conference at SkyCity convention centre in Auckland has lived up to this promise.
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