Contact Centre stories - Page 31
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.
Maintaining a customer-centric organisation in an increasingly digital world
Wed, 22nd Sep 2021
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crm
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cx
The shift to digital channels and remote collaboration is creating challenges for organisations. Key questions and solutions are explored in this article.
Telstra, Dicker Data, Spark NZ and Ingram Micro NZ win big at Poly ANZ awards
Wed, 22nd Sep 2021
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uc
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partner programmes
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hybrid & remote work
Poly honours exceptional channel partners at the Poly ANZ Partner Awards, recognising success in leadership, innovation, and resilience.
Hybrid workplaces here to stay, Palo Alto Networks steps in with security service
Tue, 21st Sep 2021
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uc
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firewalls
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network infrastructure
Palo Alto Networks has launched Prisma SASE, an integrated cloud-delivered service that combines network security and next-generation SD-WAN.
ServiceNow's new platform helps businesses facing hybrid work challenges
Tue, 21st Sep 2021
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uc
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hybrid & remote work
ServiceNow has announced its Now Platform Rome release, delivering hundreds of innovations to help organisations adapt to the hybrid work era.
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
Thu, 16th Sep 2021
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crm
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devops
In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.
Microsoft and LinkedIn share latest data, product innovations for hybrid work
Thu, 16th Sep 2021
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uc
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hybrid & remote work
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microsoft
Microsoft and LinkedIn have unveiled new research and product updates to support organizations in adapting to hybrid work.
Creating space for connections and collaboration
Tue, 14th Sep 2021
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edutech
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uc
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hybrid & remote work
As time continues, expect to see more engagement with Microsoft Teams and more impactful usage for the application by first-line workers.
New Microsoft Teams integrations drive deeper enterprise collaboration
Tue, 14th Sep 2021
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uc
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hybrid & remote work
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microsoft
Fuze has announced expanded Microsoft Teams integrations enabling more seamless and efficient workflows between Fuze and Teams users.
BlackBerry enhances Microsoft 365 cybersecurity integration
Mon, 13th Sep 2021
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smartphones
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uc
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hybrid cloud
BlackBerry UEM and Microsoft 365 customers can enjoy a secure version of modern authentication in the cloud, in addition to on-premises environments.
Salesforce announces new AI-powered workflows in Service Cloud
Fri, 10th Sep 2021
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devops
The new workflows enable customer service teams to predict, route and solve customer needs, and offers new digital contact centre innovations.
Hootsuite deepens partnership with Microsoft Teams
Fri, 3rd Sep 2021
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uc
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partner programmes
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risk & compliance
The deepening of Hootsuite and Microsoft's alliance will enable brands to extend their reach through employee networks.
Expectations for flexible working up to 75%, what can be done?
Mon, 30th Aug 2021
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uc
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hcm
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contact centre
Less than one-third of non-knowledge workers have flexibility in their roles, while 75% of knowledge workers want more flexibility, says Gartner.
Poly releases wireless headset for hybrid workers with 50m roaming capability
Fri, 27th Aug 2021
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uc
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hybrid & remote work
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plantronics
Poly has announced a new addition to its Voyager wireless Bluetooth headsets family, the Voyager 4300 UC Series.
BTC Wholesale to carry MAXHUB range of interactive displays, video conferencing cameras & LED video walls
Thu, 26th Aug 2021
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uc
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digital signage
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displays & projectors
The MAXHUB range of audio and video products includes flat panels, LED video walls, and endpoints for unified communications.
Video: 10 Minute IT Jams - Who is Access4?
Thu, 26th Aug 2021
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uc
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data analytics
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cloud services
Access4, a company founded in 2016, is helping managed service providers make the most out of unified communications in the Asia-Pacific region.
Vodafone and AWS create unique Kiwi voice for Amazon Connect
Thu, 26th Aug 2021
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crm
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hyperscale
Vodafone New Zealand has announced the launch of a Kiwi voice for Amazon Connect, the omnichannel cloud contact centre.
Artificial intelligence firm Ambit begins investment round
Tue, 24th Aug 2021
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crm
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cx
The raise is intended to capitalise on trends accelerated by COVID-19, including the rapid adoption of messaging by consumers and 24/7 online shopping.
Alibaba's AI model outperforms humans in global challenge
Fri, 20th Aug 2021
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uc
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martech
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Alibaba has secured first place in the latest global Visual Question Answering leaderboard, performing better than humans in the same context.
Q&A: Nemesysco explores the future of voice analytics
Fri, 20th Aug 2021
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uc
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healthtech
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contact centre
Voice analytics could be the key to supporting employee wellness, according to Lior Doron, Director of HR Solutions at Nemesysco.
CX firm NICE acquires GoMoxie to bolster omnichannel capabilities
Wed, 18th Aug 2021
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crm
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uc
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data analytics
NICE acquires GoMoxie to expand digital customer experience capabilities, adding smart conversational self-service tools.