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

CCaaS / Contact Centre-as-a-Service stories

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Westcon announces expanded partnership with AudioCodes for UCaaS provision
Last week
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uc
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voip
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microsoft
Westcon-Comstor partners with AudioCodes to enhance Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) offerings, aiming to boost recurring revenues for their partners.
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Cavell study highlights rising automation in global contact centre strategy
Last month
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cx
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martech
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contact centre
Cavell's new study reveals a growing trend of automation in customer experience strategies globally, with Western contact centres predicting a significant surge in automated solutions over the next three years.
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Virtus Health to implement global RingCentral communication platform
Thu, 22nd Feb 2024
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big data
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contact centre
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bi
Virtus Health plans a 5-year global implementation of the integrated RingCentral communication platform across its 62 sites, aiming to enhance patient experience and reduce business communication costs.
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Vonage to boost Southern Cross Credit Union's customer support
Wed, 14th Feb 2024
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bi
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big data
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contact centre
Southern Cross Credit Union (SCCU) partners with global cloud communications firm, Vonage, enhancing their customer support system in Australia by employing Vonage Fusion's UCaaS and CCaaS solutions.
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Gamma acquires Coolwave to boost global voice services presence
Thu, 8th Feb 2024
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contact centre
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cloud services
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ccaas
Gamma Communications has strategically acquired international SMS and voice services provider, Coolwave Communications, bolstering its global presence and voice services.
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Prophecy International & SOFTEL Communications announce strategic AI alliance
Wed, 7th Feb 2024
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big data
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bi
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contact centre
Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.
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Sinch & Mitto lead winners at Juniper Telco Innovation Awards
Thu, 25th Jan 2024
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iot
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contact centre
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5g
Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.
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This call will be recorded for its business insights
Thu, 6th Jul 2023
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contact centre
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ai
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ccaas
The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.
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Verint launches open CCaaS platform offering flexibility
Sat, 17th Jun 2023
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contact centre
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paas
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cloud services
Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.
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Contact Company selects Calabrio WFM to power BPO operations
Sat, 10th Jun 2023
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outsourcing
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contact centre
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cx
Contact plans to implement a broad range of Calabrio’s automated, data-driven solutions to support the contact centre complexity of its growing client base.
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Digital Island’s new workshop for superior contact centres
Tue, 9th May 2023
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contact centre
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cx
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martech
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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nice
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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contact centre
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cloud services
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managed services
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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contact centre
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cx
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martech
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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contact centre
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cx
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martech
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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digital transformation
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ml
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contact centre
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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martech
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contact centre
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chatbots
Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.
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NICE launches Enlighten AutoSummary to deliver seamless CX
Wed, 14th Dec 2022
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cx
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contact centre
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martech
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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contact centre
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cx
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cloud services
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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gartner
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customer service
NICE receives top scores for Digital Customer Service Centre in Gartner's 2022 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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contact centre
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outsourcing
Silver Spring Pathfinder (SSP) has used Avaya technology to provide employment opportunities 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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contact centre
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network infrastructure
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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tnzi
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business
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.