Contact Centre stories - Page 21
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
Concentric AI protects sensitive data with new capabilities
Tue, 16th Aug 2022
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uc
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data analytics
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martech
The new capability reveals sensitive data shared across email and business messaging platforms and highlights who has inappropriate access to content.
Is your chatbot bringing down the customer satisfaction score?
Fri, 12th Aug 2022
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crm
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uc
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cx
Chatbots are failing to meet customer expectations due to a lack of transparency, frail language models, and poor conversation design.
Scope Australia selects NICE CXone platform to streamline operations
Fri, 12th Aug 2022
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crm
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uc
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data analytics
One of Australia’s largest providers of disability support services, has chosen the NICE CXone platform to help streamline its contact centre operations.
NZ program recovers and recycles more than 177 tonnes of e-waste
Tue, 9th Aug 2022
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uc
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cleantech
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voip
The TechCollect NZ pilot program says its milestone of recovering and recycling more than 177 tonnes of ICT e-waste recognises the efforts of many.
Spectralink DECT devices now integrated with Microsoft Teams SIP Gateway
Tue, 9th Aug 2022
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uc
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healthtech
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microsoft
Spectralink DECT devices are now integrated with Microsoft Teams SIP Gateway to help create better results for business-critical frontline workers.
Kodum appoints Richard Wahl as senior technology consultant
Sat, 6th Aug 2022
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edutech
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uc
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voip
Kodum NZ welcomes Richard Wahl, a senior tech consultant with expertise in digital integration, lighting and security systems, and bespoke solutions.
Facebook NZ financial report reveals notable revenue increase
Thu, 4th Aug 2022
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uc
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ar, vr & metaverse
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facebook
Facebook New Zealand Limited reports significant increase in revenue and profit for 2021, with revenue up by over $1 million compared to the previous year.
Forrester names Pega a Leader in CRM Solutions 2022 report
Tue, 2nd Aug 2022
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edutech
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crm
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uc
Forrester Research has named Pega a Leader among 11 competitors in The Forrester Wave: Core CRM Solutions, Q3 2022 report.
IBM NZ sees significant revenue increase in latest report
Mon, 1st Aug 2022
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uc
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ibm
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contact centre
IBM NZ reports FY2021 revenue of $172.4m, a YoY increase of $47.5m, with gross profit at $65.2m and profit from continuing operations at $27.2m.
Smarter CX solutions to drive business transformation in Australia
Wed, 27th Jul 2022
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crm
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uc
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cx
AI is now being used in at least one business function by 56% of companies worldwide. Of these, contact center automation is the third-most prevalent use.
Telstra and Microsoft sign five-year deal to support digital growth
Wed, 27th Jul 2022
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uc
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network infrastructure
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sd-wan
Telstra and Microsoft have signed a five-year strategic agreement to help further support Australia's digital growth.
BeyondTrust named Leader in 2022 Gartner Magic Quadrant
Mon, 25th Jul 2022
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uc
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pam
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cloud services
Gartner has positioned BeyondTrust as a Leader in the 2022 Gartner Magic Quadrant for Privileged Access Management (PAM).
Cyara rolls out comprehensive, automated chatbot feature
Mon, 25th Jul 2022
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crm
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uc
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cx
Cyara unveils new chatbot testing features in latest release of Cyara Botium, offering comprehensive, automated chatbot testing and assurance.
Infobip’s SMS and WhatsApp services are now available through Microsoft
Fri, 22nd Jul 2022
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uc
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open source
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microsoft
Infobip has integrated its WhatsApp and SMS channels through Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Marketing.
New BeyondTrust offering expands Microsoft Teams integration
Thu, 21st Jul 2022
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uc
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microsoft
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cloud services
BeyondTrust has unveiled Remote Support 22.2, building upon its existing integration with Microsoft Teams by introducing 1:1 screen sharing from a Teams chat.
Boomi and Atturra help Peoplecare provide better solutions for Australian citizens
Tue, 19th Jul 2022
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uc
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healthtech
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cloud services
Australian health insurer Peoplecare has chosen Boomi and Atturra to deliver better connected and personalised experiences.
How MSPs can add value with Teams Phone
Tue, 19th Jul 2022
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uc
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partner programmes
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microsoft
Managed Service Providers can build profitable services around the Microsoft Teams ecosystem with Lightwire as their telco partner. Find out how.
8x8 announces its CPaaS can now deliver no-code functionality
Mon, 18th Jul 2022
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uc
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paas
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cx
8x8 CPaaS can now deliver no-code functionality that can enable enterprises to further create better customer experiences, the company says.
Intel releases first set of open source AI reference kits
Mon, 18th Jul 2022
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uc
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martech
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open source
Intel says the four kits available to download are designed to make AI more accessible to organizations in on-prem, cloud and edge environments.
Hands-on review: Jabra Engage 55 wireless headset
Wed, 13th Jul 2022
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gaming
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uc
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digital entertainment
Introducing the Danish-engineered Jabra GN Engage 55 wireless headset - the perfect solution for your video meetings.