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Contact Centre-as-a-Service (CCaaS) Stories - Page 2

UK Stories

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

Cavell study highlights rising automation in global contact centre strategy
Unified Communications

Cavell study highlights rising automation in global contact centre strategy

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.

By Kaleah Salmon • 3 min read • Fri, 8th Mar 2024
Sinch & Mitto lead winners at Juniper Telco Innovation Awards
Unified Communications

Sinch & Mitto lead winners at Juniper Telco Innovation Awards

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

By Shannon Williams • 2 min read • Thu, 25th Jan 2024
Contact Company selects Calabrio WFM to power BPO operations
Unified Communications

Contact Company selects Calabrio WFM to power BPO operations

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.

By Gaurav Sharma • 3 min read • Sat, 10th Jun 2023
Espria and Five9 to provide cloud contact centre solutions
Unified Communications

Espria and Five9 to provide cloud contact centre solutions

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

By Gaurav Sharma • 3 min read • Wed, 22nd Mar 2023
HotelPORT partners ComOps for better contact centre services
Unified Communications

HotelPORT partners ComOps for better contact centre services

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

By Gaurav Sharma • 3 min read • Tue, 7th Feb 2023

Global Stories

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

Prophecy International & SOFTEL Communications announce strategic AI alliance
Unified Communications

Prophecy International & SOFTEL Communications announce strategic AI alliance

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

By Shannon Williams • 3 min read • Wed, 7th Feb 2024
This call will be recorded for its business insights
Unified Communications

This call will be recorded for its business insights

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

By Peter Hughes • 5 min read • Thu, 6th Jul 2023
Verint launches open CCaaS platform offering flexibility
Unified Communications

Verint launches open CCaaS platform offering flexibility

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

By Gaurav Sharma • 3 min read • Sat, 17th Jun 2023
Forrester names NICE Contact Centre as a Service Leader
Unified Communications

Forrester names NICE Contact Centre as a Service Leader

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

By Zach Thompson • 3 min read • Wed, 29th Mar 2023
CXone used by more than one million agents and supervisors
Unified Communications

CXone used by more than one million agents and supervisors

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

By Zach Thompson • 2 min read • Fri, 17th Mar 2023
NICE named leader in Quadrant Knowledge's 2022 CCaaS report
Unified Communications

NICE named leader in Quadrant Knowledge's 2022 CCaaS report

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

By Gaurav Sharma • 3 min read • Fri, 24th Feb 2023
Zoom Virtual Agent launch promises big things for ANZ businesses
Unified Communications

Zoom Virtual Agent launch promises big things for ANZ businesses

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

By Catherine Knowles • 3 min read • Tue, 31st Jan 2023
NICE launches Enlighten AutoSummary to deliver seamless CX
Unified Communications

NICE launches Enlighten AutoSummary to deliver seamless CX

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

By Gaurav Sharma • 3 min read • Wed, 14th Dec 2022
Don't let your CCaaS cloud migration cast a shadow over customer experience
Unified Communications

Don't let your CCaaS cloud migration cast a shadow over customer experience

Cloud plays a vital role in preparing businesses for the future, and its benefits are undeniable - so what's the catch?.

By Alok Kulkarni • 4 min read • Mon, 12th Dec 2022
Avaya showcases metaverse tech at Gartner's symposium
Unified Communications

Avaya showcases metaverse tech at Gartner's symposium

At the Gartner IT Symposium/Xpo, Avaya is showcasing solutions to enable organisations to turn every moment with customers into momentum for their businesses.

By Gaurav Sharma • 3 min read • Wed, 9th Nov 2022

Stories from Other Regions

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

Vonage to boost Southern Cross Credit Union's customer support
Unified Communications

Vonage to boost Southern Cross Credit Union's customer support

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.

By Kaleah Salmon • 3 min read • Wed, 14th Feb 2024
Digital Island's new workshop for superior contact centres
Unified Communications

Digital Island's new workshop for superior contact centres

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

By Zach Thompson • 4 min read • Tue, 9th May 2023