Contact Centre stories - Page 24
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.
Transform your home office tech to look and sound like a pro
Wed, 30th Sep 2020
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uc
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smart home
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digital entertainment
Boost your home office with pro-grade tech! Discover AVerMedia's Live Streamer CAM 313 and AM310 USB Microphone, both available for AU$149 each.
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.
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.
Unity4 and Daisee partner to automate CX quality management
Mon, 31st Aug 2020
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crm
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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.
Q&A: UiPath's Andrew Phillips decodes RPA for the modern business
Wed, 19th Aug 2020
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uc
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it automation
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rpa
Robotic process automation (RPA) is simplifying organizations' manual processes through digitization and automation, according to UiPath ANZ VP Andrew Phillips.
Genesys launches multi-cloud architecture for contact centres
Wed, 19th Aug 2020
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crm
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public cloud
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
Banks, government and health providers 'most trusted' with personal data
Wed, 22nd Jul 2020
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healthtech
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contact centre
Australians and New Zealanders trust banks, government agencies, and healthcare providers the most with their personal data, Genesys research reveals.
How technology is driving a better way to work
Fri, 17th Jul 2020
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martech
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it automation
Technology has long been feared as a job-stealer, but new tech like AI and automation can actually improve work conditions for employees.
Microsoft spruces up Teams platform with several new features
Thu, 16th Jul 2020
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uc
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hybrid & remote work
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microsoft
A new set of features to help virtual interactions become more engaging as the world pivots towards a stronger combination of remote and in-office working.
Vodafone NZ moves forward on digital reinvention with appointment of strategy officer
Tue, 7th Jul 2020
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uc
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contact centre
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recruitment
Mooney will be tasked with helping to guide the business through its ongoing reinvention towards becoming a more digitally focused business.
Oracle combines cloud automation with comms security in new solution
Thu, 18th Jun 2020
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uc
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cloud security
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it automation
Oracle's new AI-powered Communications Security Shield Cloud proactively shields enterprises from network threats, ensuring safer, real-time communications.
How SD-WAN can relieve home office networking pains
Wed, 10th Jun 2020
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uc
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vpns
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network infrastructure
Remote working has tested how well every organisation's remote connectivity can scale, particularly in areas such as VPN infrastructure and connection quality.
Nuance revamps AI authentication to protect seniors from fraud
Fri, 5th Jun 2020
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uc
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contact centre
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nuance
Nuance enhances Gatekeeper AI to better protect seniors from fraud, prioritising elderly callers in call centres amid rising cyber threats during COVID-19.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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uc
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hyperscale
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public cloud
Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
Remote workers need to up their game to keep organisations secure
Fri, 5th Jun 2020
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iam
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hybrid & remote work
Remote workers' habits are jeopardising corporate security, says CyberArk study; password reuse and insecure BYOD devices are key culprits.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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crm
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data analytics
A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.
Rise in cyberattacks targeting the cloud as use of collaboration tools increase
Thu, 28th May 2020
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uc
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casb
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hybrid & remote work
Cyberattacks targeting the cloud are increasing as the use of cloud services and collaboration tools rises during the COVID-19 pandemic, according to McAfee.
8x8 ditches AWS for Oracle for video
Thu, 14th May 2020
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uc
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hyperscale
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public cloud
8x8 moves its video meetings hosting from AWS to Oracle Cloud for a 25% performance boost per node and 80% savings on network costs.
ASC launches compliance recording solution for Teams
Tue, 12th May 2020
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uc
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public cloud
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risk & compliance
Records, transcribes and analyses all communications through MS Team to ensure compliance, storing it all in the cloud.
Business as usual during COVID-19 for Aus company SafetyCulture
Thu, 7th May 2020
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uc
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hybrid & remote work
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contact centre
SafetyCulture, an Australian safety software firm, maintains normal operations during COVID-19 using 8x8 cloud platforms, supporting its 350 global staff.