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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.

• Covid-19 underscores need for Asian contact centre resiliency

  According to GlobalData research, several legacy contact centres in Asia Pacific are not architected to cope with Covid-19 scenarios.

• 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.