Contact Centre stories - Page 28
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.
Microsoft perfects remote team collaboration with Surface Hub 2 launch
Mon, 21st May 2018
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uc
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hybrid & remote work
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microsoft
Microsoft unveils Surface Hub 2, revolutionising remote teamwork with a sleek 4K+ multi-touch display and cutting-edge collaboration tools.
Now you see me, now you don't: Security beyond the physical network
Wed, 16th May 2018
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uc
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vpns
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verizon
A big shift in the way people work means organisations can no longer rely on the same legacy security models they have been using to date.
Is your business ready to talk chatbots?
Mon, 14th May 2018
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uc
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digital signage
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hyperscale
Is your business ready for chatbots? CIOs must embrace these virtual assistants, with more than 50% of enterprises projected to invest heavily by 2021.
Supermicro reveals latest data centre and cloud solutions
Fri, 11th May 2018
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storage
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uc
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datacentre infrastructure
The result is up to 60% hardware acquisition cost savings, less power consumption and less e-waste during technology refresh cycles.
A chatbot for network security management? It's a reality
Wed, 21st Mar 2018
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uc
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network infrastructure
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sdn
In what may be an industry-first, a UK-based company has launched an intelligent chatbot especially designed for network security management tasks.
Exclusive interview: Lenovo's Scott Tease talks AI, HPC and the power of data
Thu, 15th Mar 2018
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uc
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datacentre infrastructure
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data analytics
Data is the most valuable asset to organizations, according to Lenovo's HPC and AI executive director, Scott Tease.
Cisco unveils its top five strategic business pillars for 2018
Mon, 12th Mar 2018
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uc
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network infrastructure
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data analytics
Cisco has unveiled its five strategic business pillars for 2018, focusing on security, network reinvention, multi-cloud, data utilisation, and collaboration.
How speech analytics can improve outcomes in the contact centre
Mon, 5th Mar 2018
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crm
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uc
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martech
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
Alibaba Cloud commits to EU with launch of 8 new products at MWC18
Wed, 28th Feb 2018
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uc
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data analytics
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hyperscale
The Chinese giant announced the launch of the new products for Europe at MWC 18, stressing its commitment to the region for the future.
Daimler hires Soul Machines' digital human for customer service
Wed, 28th Feb 2018
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crm
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uc
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martech
Sarah combines artificial and emotional intelligence for a new experience which redefines the link between man and machine.
OVUM: Where are enterprises looking to really use AI?
Tue, 27th Feb 2018
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uc
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martech
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supply chain
Artificial intelligence (AI) remains highly in vogue as a technology topic across the media and within the IT supplier landscape.
Kiwi AI company's digital human being tested at UK bank
Thu, 22nd Feb 2018
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uc
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martech
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ai
While NatWest will only deploy Soul Machines' technology if it successfully completes a pilot, it could be used to help free up time human advisors.
Why the future of customer experience is both human and machine
Fri, 2nd Feb 2018
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crm
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uc
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cx
Touchpoint's CEO says when it comes to customer experience don't believe the 'robot revolution' will happen overnight.
Kiwi company takes UC security to a multi-billion dollar toll fraud problem
Wed, 31st Jan 2018
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uc
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cybersecurity
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avaya
A local Auckland company is vowing to put a dent in the billions of dollars lost to toll fraud across unified communications (UC) networks.
Cybersecurity experts offer critical advice on eve of Data Protection Day
Sat, 27th Jan 2018
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uc
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data protection
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data privacy
The day is about raising awareness and promoting privacy and data protection - we have 5 experts providing insights, with GDPR a strong factor.
New to VR? Here's how you can use it in the workplace
Mon, 22nd Jan 2018
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uc
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martech
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it automation
Virtual reality isn't just for gamers; it's transforming workplaces by enhancing team building, customer experience, and remote collaboration. Here's how.
Kiwi institution picks up major Australian Govt. contract
Wed, 10th Jan 2018
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crm
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uc
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martech
Datacom has secured a three-year contract with the Australian Department of Home Affairs to provide client inquiry services.
Businesses MUST prepare: World's cybersecurity big guns forecast 2018
Mon, 11th Dec 2017
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malware
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uc
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ransomware
What will 2018 bring? We've brought together a line-up of cybersecurity heavyweights to provide their opinions on various topics for the year ahead.
AI causing consumer concern about data privacy: 61% say govt should take action
Fri, 8th Dec 2017
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uc
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data protection
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martech
Artificial intelligence is causing concern among consumers worldwide because it could potentially infringe on their privacy.
Five core principles for developing AI for business
Mon, 4th Dec 2017
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uc
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martech
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ai
Kriti Sharma, Sage VP of bots and AI talks about the fundamentals of AI today and where it's headed in the future.