Contact Centre stories - Page 36
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.
Ingram Micro offers huge discounts on Lenovo ThinkPads
Mon, 15th Mar 2021
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personal computing devices
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lenovo
Lenovo ThinkPads are now available at incredible prices from Ingram Micro, making them a must-have for businesses. Get yours today!.
Little Ones announces new 'digital employee' to help with baby sleep and nutrition
Fri, 12th Mar 2021
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uc
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martech
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it automation
Little Ones, a provider of programmes for better sleep and nutrition for babies, has launched a new 'digital employee' to provide automated advice.
Dell unveils hybrid client to support evolving IT and user needs
Fri, 12th Mar 2021
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network infrastructure
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voip
Dell Technologies launches Dell Hybrid Client, a centrally managed client software solution for mobile and desktop devices.
ANZ shunning digital fatigue despite digital reliance during pandemic - report
Fri, 12th Mar 2021
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martech
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ai agents
Relationships with technology thrived in Australia and New Zealand in 2020, despite the pandemic, according to Infosys research.
IWD 2021: 8x8 manager on nurturing female talent
Tue, 9th Mar 2021
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women in technology
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contact centre
The most important thing is having a long-term commitment to investing in staff, writes 8x8 channel enablement manager for ANZ Sophia Demetriades.
AU Govt has 1.7 billion reasons to refine digital experiences – Adobe report
Tue, 9th Mar 2021
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crm
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cx
Australian Government websites have seen 1.7 billion visits during the pandemic, prompting a need for a digital front door, says Adobe and Deloitte.
APAC banks race to revitalise innovation initiatives as pandemic reveals digital gaps
Mon, 8th Mar 2021
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devops
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digital transformation
APAC banks rush to bolster digital transformations post-pandemic amid revelations of technological gaps, with digital banks seeing triple customer growth.
How working life has improved due to COVID-19
Fri, 5th Mar 2021
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uc
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digital transformation
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hybrid & remote work
COVID-19 has accelerated new ways of working that are likely to be permanent, with 82% of company leaders planning to allow remote work.
Poly ANZ on what defines business success in 2021
Thu, 4th Mar 2021
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hybrid & remote work
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voip
What are your business goals for the year ahead? What are the key actions that can put your business in a strong position for growth and success?.
Three security essentials for financial services
Wed, 3rd Mar 2021
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devops
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fintech
Financial services must adapt to the current global upheaval by prioritizing customer experience and security, while optimizing costs.
Hands-on review: Jabra PanaCast & Jabra Speak 750
Tue, 2nd Mar 2021
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gaming
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uc
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reviews
Jabra's PanaCast and Speak 750 are the ultimate tools for online collaboration and conferencing, providing versatility and high-quality sound and video.
Poly hones in on privacy & clarity through new headset range
Tue, 2nd Mar 2021
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uc
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hybrid & remote work
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healthtech
According to Poly Australia and New Zealand managing director Andy Hurt, the company wanted to address the need for privacy and security ‘head on’.
Verizon adds Genesys Cloud to CX and contact centre portfolio
Thu, 25th Feb 2021
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crm
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cx
Verizon boosts its customer experience and contact centre offerings with the addition of Genesys Cloud, a cloud-based Contact Center as a Service.
Seven emerging and future trends for contact centres
Thu, 18th Feb 2021
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crm
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data analytics
The future of contact centres will be shaped by seven key trends including hybrid working environments and increased adoption of digital solutions.
NICE rolls out agile workforce management for distributed workforces
Thu, 18th Feb 2021
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data analytics
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martech
NICE launches new agile workforce engagement management (WEM) solution to support businesses during uncertainty.
8x8 experiences significant growth driven by channel-first strategy
Fri, 12th Feb 2021
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partner programmes
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contact centre
8x8 has announced it is experiencing strong channel momentum and growth driven by the 8x8 integrated cloud contact centre and communications product.
Veeam reports growth as demand for modern data protection increases
Fri, 12th Feb 2021
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virtualisation
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uc
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dr
Veeam Software reports substantial growth in fiscal year 2020, with annual recurring revenue up 22% YoY and 400,000 customers.
Five contact centre planning mistakes and how to avoid them
Thu, 11th Feb 2021
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crm
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devops
Is upgrading your contact centre on the agenda for 2021? Here are five common mistakes to avoid for a successful transformation.
Video: 10 Minute IT Jams — Who is Peak Insight?
Thu, 11th Feb 2021
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crm
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martech
TechDay's 10 Minute IT Jams speaks to Cisco Collaboration expert Peak Insight about their products and the ANZ market.
AvePoint continues channel investment with new hire
Wed, 10th Feb 2021
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uc
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partner programmes
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microsoft
AvePoint appoints Jason Beal as SVP of Global Channel and Partner Ecosystems to expand relationships with service providers and integrators.