Contact Centre-as-a-Service (CCaaS) stories

IPI unveils ElasticCX Service Recovery, a cloud-based solution aimed at enhancing Contact Centre resilience against IT outages, security breaches, and planned upgrades.

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.

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.

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.

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.

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.

Gamma Communications has strategically acquired international SMS and voice services provider, Coolwave Communications, bolstering its global presence and voice services.

Prophecy International partners with SOFTEL Communications to integrate emite analytics with SOFTEL's AI, significantly enhancing CX.

Juniper Research has revealed the winners of its Telco Innovation 2024 Future Digital Awards, lauding companies in mobile roaming, 5G and IoT.

The speed of artificial intelligence (AI) development - particularly generative AI - has caught most regulators and businesses around the world off guard.

Verint unveils next-generation contact centre as a service (CCaaS) transforming the contact centre landscape at the Engage 2023 customer conference.

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.

Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.

Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.

The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.

NICE has announced that CXone has more than one million agents and supervisors using the complete breadth of its functionality.

NICE CXone is once again positioned highest for customer impact for technology excellence in Quadrant Knowledge Solutions’ assessment of CCaaS solutions.

The collaboration will provide hotels and spas with enhanced resources for guest services, restaurant reservations, and other contact centre operations.

Zoom launches Zoom Contact Center and Zoom Virtual Agent in Australia and New Zealand to improve customer communication at scale.

NICE Enlighten AutoSummary delivers smart, automated agent interaction summaries using AI to automatically identify critical tasks, contact reasons and actions.