Contact Centre stories - Page 29
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 teams up with TomTom to launch Azure Location Based Services
Fri, 1st Dec 2017
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public cloud
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iot
Microsoft is launching a new Azure service that aims to meet the geospatial needs enterprise customers that use location data.
Interview: Humans vs. Machines - the importance of knowing who is better at what
Tue, 28th Nov 2017
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uc
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hybrid cloud
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data analytics
Qlik's Josh Good discusses blending human intuition with AI for better data analytics in an exclusive interview.
Meg Whitman to leave HPE CEO position early next year
Wed, 22nd Nov 2017
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uc
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contact centre
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hpe
Meg Whitman will step down as HPE CEO early next year, with President Antonio Neri to assume the role from 1st February 2018. Whitman remains on the board.
IoT, AI and mobile gaming in the spotlight at startup festival
Thu, 16th Nov 2017
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gaming
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uc
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martech
Over the next three days, more than 300 startups will congregate in Taiwan's capital for three days full of innovation, networking, and fun.
How telcos can win the CX race
Wed, 1st Nov 2017
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crm
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cx
Maintaining a high standard of CX is now the key differentiating factor between industry leaders and laggards.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Tue, 24th Oct 2017
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crm
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uc
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martech
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco's collaboration offerings.
Nouveau Labs aims to reinvent AI, analytics and automation
Tue, 17th Oct 2017
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robots
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uc
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data analytics
Bangalore-based Nouveau Labs sets course to lead in AI with a new centre for robotic automation, bolstering its analytics and cognitive tech operations.
Oracle - making the cloud more intelligent & autonomous
Tue, 10th Oct 2017
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uc
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datacentre infrastructure
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hyperscale
Oracle's AI-driven cloud aims to cut costs and complexity, heralding a new era for enterprise IT efficiency and autonomy.
How to restore customer loyalty after a data breach
Fri, 6th Oct 2017
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crm
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cx
Businesses must elevate their customer experience to regain trust after data breaches, with transparency and automation key to loyalty.
Microsoft unveils new 365, Dynamics and Azure features at Ignite
Tue, 26th Sep 2017
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virtualisation
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edutech
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uc
The company talked about it's aiming to enable customers to harness data, AI, hybrid and cloud technologies to evolve business process.
Bot services market worth US$1,783.9m by 2022 – APAC the driver
Wed, 20th Sep 2017
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uc
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hyperscale
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public cloud
A new research report from MarketsandMarkets has forecast very positive times ahead for the bot services market, with APAC leading the way.
Microsoft rolls out guest access feature for Teams
Wed, 13th Sep 2017
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uc
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public cloud
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microsoft
The feature was designed with the principles of teamwork, security & compliance, and IT manageability in mind.
Adobe and Microsoft expand cloud productivity partnership
Fri, 8th Sep 2017
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uc
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public cloud
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martech
Adobe Sign is now Microsoft's preferred e-signature solution; Microsoft Teams now preferred chat-based workspace across Adobe Cloud Services.
Learn how to learn, find global opportunities - Xero CEO
Mon, 28th Aug 2017
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uc
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fintech
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financial systems
Xero CEO Rod Drury inspires Hawke's Bay youths with tales of tech hub potential and the power of continuous learning.
Gartner hype cycle outlines the technologies for workforce digital dexterity
Mon, 21st Aug 2017
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uc
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digital signage
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data analytics
Augmented data discovery, personal analytics, conversational UI and virtual assistants - welcome to the digital workplace of the - near - future.
Tech connects Skype users with non-Skype users - earns Microsoft certification
Thu, 3rd Aug 2017
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uc
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public cloud
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microsoft
Pexip Infinity Fusion allows Skype for Business meetings and calls to be joined by non-Skype users using video teleconferencing.
Surging demand among businesses for more interactive enterprise messaging
Tue, 25th Jul 2017
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uc
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martech
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agentic ai
Ovum's survey explored the rapidly-evolving business-to-consumer communications market with some interesting findings.
Seven pieces of the IOT puzzle from Microsoft
Fri, 14th Jul 2017
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iot
Microsoft unveils an expansive IOT toolkit, poised to revolutionise business, healthcare, and government operations.
Going rogue: The challenges of AI in customer service
Tue, 27th Jun 2017
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crm
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cx
AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.
Sennheiser: 'Why your unified communications solution needs us'
Thu, 15th Jun 2017
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uc
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headsets
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contact centre
So you deployed your world class, award winning, enterprise transforming, non-covfefe unified communication solution….but something's not quite right.