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.
Quiz reveals awareness of the growing e-waste problem worldwide
Thu, 30th Sep 2021
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uc
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contact centre
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voip
Almost all consumers are aware that e-waste poses a danger to human health, according to a global quiz ahead of International E-Waste Day.
8x8 brings receptionist role into the future with latest offering
Wed, 29th Sep 2021
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uc
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cx
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martech
8x8 introduces 8x8 Frontdesk, a new XCaaS solution for high-volume call handling, aiming to enhance the receptionist role in a hybrid work environment.
Global adoption of 8x8 Voice for Microsoft Teams surpasses 100,000 users
Tue, 28th Sep 2021
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uc
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voip
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microsoft
8x8's voice solution for Microsoft Teams exceeds 100,000 business users globally with call recording and presence sync enhancements.
AWS improves contact centre productivity with new Amazon Connect features
Tue, 28th Sep 2021
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crm
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uc
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hyperscale
AWS has shared new business momentum milestones and announced three new capabilities for , improving contact centre agent productivity.
Transforming contact centres with a digital-first customer experience strategy
Fri, 24th Sep 2021
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crm
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data analytics
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
How to choose an omnichannel marketing platform for your enterprise brand
Fri, 24th Sep 2021
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crm
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uc
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cx
A quality omnichannel marketing platform has seven key indicators that enterprise brands need to ensure a seamless customer experience.
Microsoft unveils new Surface devices and PC accessories
Thu, 23rd Sep 2021
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uc
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voip
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microsoft
Microsoft has unveiled new Surface devices and accessories, bringing a major update to its Surface portfolio ahead of Windows 11.
Maintaining a customer-centric organisation in an increasingly digital world
Wed, 22nd Sep 2021
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crm
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uc
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cx
The shift to digital channels and remote collaboration is creating challenges for organisations. Key questions and solutions are explored in this article.
Telstra, Dicker Data, Spark NZ and Ingram Micro NZ win big at Poly ANZ awards
Wed, 22nd Sep 2021
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uc
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partner programmes
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hybrid & remote work
Poly honours exceptional channel partners at the Poly ANZ Partner Awards, recognising success in leadership, innovation, and resilience.
Hybrid workplaces here to stay, Palo Alto Networks steps in with security service
Tue, 21st Sep 2021
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uc
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firewalls
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network infrastructure
Palo Alto Networks has launched Prisma SASE, an integrated cloud-delivered service that combines network security and next-generation SD-WAN.
ServiceNow's new platform helps businesses facing hybrid work challenges
Tue, 21st Sep 2021
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uc
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ai
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hybrid & remote work
ServiceNow has announced its Now Platform Rome release, delivering hundreds of innovations to help organisations adapt to the hybrid work era.
Video: 10 Minute IT Jams - A breakdown of Twilio Flex
Thu, 16th Sep 2021
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crm
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uc
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martech
In this interview, we speak to Twilio Flex director of product marketing Tim Richter, who will discuss one of the company's critical APIs, Twilio Flex.
Microsoft and LinkedIn share latest data, product innovations for hybrid work
Thu, 16th Sep 2021
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uc
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hybrid & remote work
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voip
Microsoft and LinkedIn have unveiled new research and product updates to support organizations in adapting to hybrid work.
Creating space for connections and collaboration
Tue, 14th Sep 2021
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edutech
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uc
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hybrid & remote work
As time continues, expect to see more engagement with Microsoft Teams and more impactful usage for the application by first-line workers.
New Microsoft Teams integrations drive deeper enterprise collaboration
Tue, 14th Sep 2021
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hybrid & remote work
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voip
Fuze has announced expanded Microsoft Teams integrations enabling more seamless and efficient workflows between Fuze and Teams users.
BlackBerry enhances Microsoft 365 cybersecurity integration
Mon, 13th Sep 2021
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smartphones
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uc
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hybrid cloud
BlackBerry UEM and Microsoft 365 customers can enjoy a secure version of modern authentication in the cloud, in addition to on-premises environments.
Salesforce announces new AI-powered workflows in Service Cloud
Fri, 10th Sep 2021
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crm
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devops
The new workflows enable customer service teams to predict, route and solve customer needs, and offers new digital contact centre innovations.
Hootsuite deepens partnership with Microsoft Teams
Fri, 3rd Sep 2021
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uc
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partner programmes
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risk & compliance
The deepening of Hootsuite and Microsoft's alliance will enable brands to extend their reach through employee networks.
Expectations for flexible working up to 75%, what can be done?
Mon, 30th Aug 2021
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uc
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hcm
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contact centre
Less than one-third of non-knowledge workers have flexibility in their roles, while 75% of knowledge workers want more flexibility, says Gartner.
Poly releases wireless headset for hybrid workers with 50m roaming capability
Fri, 27th Aug 2021
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uc
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hybrid & remote work
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headsets
Poly has announced a new addition to its Voyager wireless Bluetooth headsets family, the Voyager 4300 UC Series.