Contact Centre stories - Page 26
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.
Virtual assistants could soon help those with mental illness
Wed, 18th Sep 2019
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Computer scientists have created a new way of using virtual assistants that could potentially help those with mental illnesses.
Five ways robotic process automation is improving the public sector – FTS Data & AI
Tue, 17th Sep 2019
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Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
VMware announces new features on Workspace ONE platform
Tue, 27th Aug 2019
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VMware introduces enhanced security, multi-cloud VDI features, and concierge services for its Workspace ONE platform, aiming to boost productivity.
Kiwi employees embracing a future of AI
Fri, 16th Aug 2019
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A multinational survey by Genesys reveals New Zealand employees lead in embracing AI in the workplace, showcasing unparalleled confidence and ethical trust.
ANZ employees open to next-gen tech in the workplace
Wed, 24th Jul 2019
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45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
Video conferencing: How to make interviewing less awkward
Fri, 5th Jul 2019
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Candidates still prefer face-to-face job interviews, finding them less awkward than video interviews, according to a BBC report.
Ambit accelerates expansion in Australia with Sydney office launch
Thu, 4th Jul 2019
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Ambit has opened its first Australian office in Sydney, with CEO Josh Comrie relocating to lead the expansion following an NZD $1.75M capital raise.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
SolarWinds updates network management portfolio
Fri, 7th Jun 2019
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SolarWinds enhances its networking suite with support for Palo Alto Networks firewalls, boosting data visibility and scalability for IT professionals.
The evolution of chatbots
Mon, 6th May 2019
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It's no secret that in order to convert leads and maximise sales, companies need to connect with their prospects as quickly as possible.
Veeam releases v3 of its MS Office backup solution
Fri, 19th Apr 2019
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One of Veeam's most popular solutions, Backup for Office 365, has been upgraded again with greater speed, security and analytics.
Ramco aims to drive payroll modernisation across ANZ
Wed, 10th Apr 2019
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Ramco Systems gears up to modernise payroll for an ANZ telecom giant, digitising operations for 5,000 employees with advanced AI and compliance features.
Nuance biometrics fight back against fraud
Mon, 25th Mar 2019
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Nuance Communications claims its biometric technology has thwarted over USD $1 billion in fraud, as fraud attacks via contact centres rise sharply.
'Digital twins' entering mainstream use sooner than expected
Wed, 20th Feb 2019
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The term 'digital twin' may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
IBM wins multi-million dollar cloud deal
Fri, 8th Feb 2019
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IBM will use its cloud infrastructure to support Smart Energy Water in a multi-year, multi-million USD deal aimed at transforming global utilities.
AI: Get started now, but on the right foot.
Mon, 7th Jan 2019
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AI specialist Rick Rider's guide to getting AI experimentation right as the technology becomes a necessity in 2019.
Using blockchain to ensure regulatory compliance
Wed, 12th Dec 2018
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Macro 4's new Columbus DW software enhances data protection & regulatory compliance through document redaction & blockchain integration.
Jade Software & Ambit take chatbots to next level of AI
Tue, 11th Dec 2018
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Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.