Contact Centre stories - Page 42
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.
ACE Training and Microsoft team up to support remote collaboration in NZ
Wed, 30th Sep 2020
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uc
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digital transformation
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microsoft
ACE Training collaborates with Microsoft to support cloud adoption in New Zealand through a series of Teams webinars.
BlueJeans adds cloud video interop for Microsoft Teams
Mon, 28th Sep 2020
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uc
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microsoft
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video conferencing
With increased support for the hybrid workforce, the latest updates are designed to help organisations plan back-to-office strategies.
Microsoft to launch cloud service for healthcare firms
Mon, 28th Sep 2020
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uc
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healthtech
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microsoft
Microsoft is launching a dedicated cloud service for healthcare, aiming to improve connectedness for healthcare firms and patients.
2020 has profoundly changed how we work – so what now?
Fri, 25th Sep 2020
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uc
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network infrastructure
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digital transformation
To navigate these changes now and into the future we need to build adaptable technologies and resilient workforces that can adjust on the fly.
ServiceNow extends Microsoft partnership with new Teams functionality
Fri, 25th Sep 2020
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uc
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hybrid & remote work
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microsoft
ServiceNow has extended its partnership with Microsoft to enhance the integration with Teams and improve employee experiences.
Aussie businesses turn to financial automation during time of economy uncertainty
Fri, 25th Sep 2020
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uc
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data analytics
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planning
3 in 5 Australian businesses plan to invest in analytics to automate credit decisioning, according to Experian's Global Insights Report.
New AI speech technology for contact centres lands in ANZ
Wed, 23rd Sep 2020
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crm
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hyperscale
The contact centre enhancement, Oration, combines an artificial intelligence language interpreter with advanced speech recognition.
OpenIQ brings MaxContact contact centre solution to Oz
Mon, 21st Sep 2020
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crm
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uc
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martech
The combination will help Australian telephony vendors and resellers make an easy and cost-effective transition to cloud telephony.
Artificial intelligence key to NZ's economic future - report
Fri, 18th Sep 2020
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uc
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martech
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supply chain
AI adoption vital for New Zealand's economic future, says Accenture. Employee adoption remains a key barrier to scaling the technology.
APAC network-attached storage revenue to reach $8.9 billion
Fri, 18th Sep 2020
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storage
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uc
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data analytics
Network attached storage has emerged as a viable alternative to the traditional storage mechanism in the Asia Pacific.
AI in the finance sector - and how it will revolutionise banking
Wed, 16th Sep 2020
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uc
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fintech
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martech
Resilience is key for businesses during COVID-19. The importance of digital transformation and AI in banking is highlighted in this report.
Acronis announces new security endpoint solution
Fri, 11th Sep 2020
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malware
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uc
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ddos
Acronis launches new integrated solution, Acronis Cyber Protect 15, combining data protection and cybersecurity.
2talk provides SIP services that put your business in charge
Mon, 7th Sep 2020
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uc
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voip
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2talk
2talk is a provider that is committed to providing solutions to small and medium enterprises in Australia and New Zealand.
Vodafone NZ brings AI into contact centre solutions with new partnership
Wed, 2nd Sep 2020
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crm
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uc
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martech
Vodafone NZ partners with Convai to launch Vodafone Voice Concierge, an AI solution for contact centres, reducing average call time by 15-30 seconds.
Video conferencing, network usage surge in lockdown 2.0 - Vodafone
Tue, 1st Sep 2020
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uc
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martech
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erp
Phone and internet network usage continued sustained increases during Auckland's second lockdown, according to Vodafone NZ.
Unity4 and Daisee partner to automate CX quality management
Mon, 31st Aug 2020
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crm
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uc
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cx
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
How AI can ease workplace distraction & increase productivity
Mon, 31st Aug 2020
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virtualisation
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uc
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daas
Distractions are a major barrier to productivity, with research suggesting people are distracted more than 400 times a day. Technology can help.
Headset shipments on the rise, driven by cloud and remote working trends
Mon, 31st Aug 2020
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uc
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headsets
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contact centre
Professional headset shipments are expected to soar worldwide due to the rise of cloud meeting services, says Frost - Sullivan.
Forrester Research highlights top cloud contact centre solution
Mon, 31st Aug 2020
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crm
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uc
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data analytics
NICE inContact's CXone has been ranked top for cloud contact centre solutions by Forrester Research, excelling in current offering and strategy categories.
Genesys and Adobe partner up to deliver CX integration
Fri, 28th Aug 2020
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crm
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uc
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cx
Genesys partners with Adobe to break down siloes between marketing and service, aiming to provide more personalised customer engagement.