Contact Centre stories - Page 22
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.
MNF Enterprise launches Microsoft Teams Calling app for governments and enterprise in ANZ
Wed, 13th Jul 2022
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microsoft
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government
MNF Enterprise, part of Symbio, has launched Symbio Enterprise Calling, a Microsoft Teams Calling app for enterprise customers in Australia and New Zealand.
Does your business’ phone system have the “IT” factor?
Wed, 13th Jul 2022
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uc
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personal computing devices
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cloud services
Why it's time to upgrade your communication system - the success stories and the cash incentives currently available to you.
Datacom to use AI company Amelia as virtual employee
Wed, 13th Jul 2022
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ai
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voip
Datacom has implemented conversational AI software, Amelia, in government and enterprise client environments to deliver instant service desk support.
NICE unveils new CXone capabilities with latest release
Tue, 12th Jul 2022
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data analytics
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cx
NICE has announced the Summer 2022 release of CXone, which adds new capabilities that enhance journey orchestration and complete performance.
ANZ winners announced in Adobe Experience Maker Awards
Tue, 12th Jul 2022
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martech
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contact centre
Adobe says Hesta, Transurban and NZ European Motor Distributors are all winners of its prestigious and global Adobe Experience Maker Awards.
How to overcome the digital experience dilemma - NICE
Fri, 8th Jul 2022
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data analytics
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martech
The global self-service technologies market is rapidly growing as consumer demand intensifies, creating a digital dilemma for businesses.
Salesforce announces new innovations for financial services
Tue, 5th Jul 2022
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data analytics
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fintech
Salesforce launches AI-powered financial services, offering targeted automation for better customer service and operational efficiency.
Siemens expands NVIDIA partnership for industrial metaverse
Tue, 5th Jul 2022
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martech
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iot
Siemens is expanding its partnership with NVIDIA to enable the industrial metaverse and increase the use of AI-driven digital twin technology.
Microsoft names ANZ Partner of the Year award winners
Thu, 30th Jun 2022
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uc
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partner programmes
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supply chain
The awards recognise partners across the globe for their innovative use of Microsoft technologies to help customers succeed.
Customer service agents don't want to return to contact centres
Wed, 22nd Jun 2022
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crm
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martech
A new report has revealed that 85% of customer service agents want to work full-time at home and not return to contact centre offices.
Microsoft launches app for modern selling experience
Tue, 21st Jun 2022
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cx
The new release is designed to enhance CRM systems with customer engagement data from Microsoft 365 and Microsoft Teams.
Martello and Mitel renew and extend their partnership
Mon, 20th Jun 2022
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data analytics
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martech
Martello extends partnership with Mitel to provide Mitel Performance Analytics software to more customers and partners.
Hundreds arrested, millions seized in global INTERPOL investigation
Mon, 20th Jun 2022
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email security
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cybersecurity
INTERPOL crackdown on telecom and social engineering scams results in 2,000 arrests and $50m of illicit funds intercepted.
How focusing on user experience will help your online marketplace thrive
Fri, 17th Jun 2022
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crm
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cx
Online marketplaces have become increasingly popular, but companies must pay attention to the user experience to avoid potential pitfalls.
New late-stage order cancellation to improve customer service
Fri, 17th Jun 2022
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crm
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martech
Manhattan Associates launches late-stage cancellation service to prevent unwanted shipments and costly returns in online retail.
Adobe adds innovations and capabilities to Analytics offering
Thu, 16th Jun 2022
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data analytics
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martech
Adobe announces new services in Adobe Analytics, including support for the metaverse and streaming media, as global brands adopt the platform.
Genesys optimises customer journeys with new solution
Thu, 16th Jun 2022
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crm
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data analytics
Genesys is expanding its existing orchestration capabilities with deeper customer journey analytics in order to enable businesses to be more people-centric.
Chatbots gaining momentum in customer service space
Wed, 15th Jun 2022
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crm
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martech
Chatbots are gaining momentum in the customer service space, but a human touch still unbeatable, according to a new study.
Leadership out of touch with employee expectations - Microsoft
Wed, 15th Jun 2022
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hybrid & remote work
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microsoft
Sixty percent of managers in Singapore say leadership at their company is out of touch with employee expectations.
Macquarie Telecom partnership sees benefits for City Beach
Fri, 10th Jun 2022
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uc
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network infrastructure
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sd-wan
Macquarie Telecom's collaboration with City Beach has resulted in the retailer's smoothest peak retail season, alongside record online sales in Australia.