Contact Centre stories - Page 46
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.
How to implement a cloud contact centre that boosts efficiency & customer experience
Mon, 1st Jun 2020
#
crm
#
uc
#
digital transformation
If you're considering an overhaul of your contact centre, a strategic approach and meticulous planning will help you get maximum return on your investment.
PagerDuty announces new automation, remote working updates
Thu, 28th May 2020
#
uc
#
it automation
#
hybrid & remote work
PagerDuty unveils advanced automation features and remote working updates, enhancing team efficiency, collaboration, and digital transformation.
Rise in cyberattacks targeting the cloud as use of collaboration tools increase
Thu, 28th May 2020
#
uc
#
casb
#
hybrid & remote work
Cyberattacks targeting the cloud are increasing as the use of cloud services and collaboration tools rises during the COVID-19 pandemic, according to McAfee.
NICE inContact integrates Teams, Dynamics into contact centre suite
Thu, 28th May 2020
#
crm
#
uc
#
data analytics
Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
Video: How to make remote work, work for the channel
Thu, 28th May 2020
#
uc
#
digital entertainment
#
hybrid & remote work
Two Ingram Micro NZ business development managers explain how to make work from home benefit any business and its employees.
NICE working to certify compliance solution for Microsoft Teams
Wed, 27th May 2020
#
uc
#
data analytics
#
martech
NICE aims to certify its Trading Recording System under Microsoft's Certified for Microsoft Teams program, enhancing compliance for financial services.
Thai call center achieves business continuity with cloud solution
Wed, 27th May 2020
#
crm
#
uc
#
martech
Thai contact centre giant TMC ensures business continuity amid COVID-19 with Tikal's cloud solution, enabling staff to work securely from home.
ASC launches Microsoft Teams communication recording app
Wed, 27th May 2020
#
uc
#
public cloud
#
microsoft
ASC has launched the Recording Insights app for Microsoft Teams, enabling recording, archiving, and compliance management for online meetings and chats.
New East Asia and Pacific vice president named for Avaya
Thu, 21st May 2020
#
uc
#
avaya
#
contact centre
Sami Ammous has been named as the new vice president for Avaya's East Asia and Pacific business, including Australia and New Zealand.
Content learning hub hits its stride during COVID-19, raises US$40m
Wed, 20th May 2020
#
edutech
#
uc
#
e-learning
GO1.com secures USD $40m Series C funding to expand in North America, driven by soaring demand for online learning during COVID-19.
Lucidworks develops deep learning solution to make chatbots smarter
Tue, 19th May 2020
#
uc
#
cx
#
martech
The company recently launched Smart Answers for chatbots and virtual assistants to avoid poor CX and long waiting times.
CRM, website building, project management - all in 1 free solution
Tue, 19th May 2020
#
crm
#
uc
#
dr
Amid the pandemic, Bitrix24 offers a comprehensive, free solution integrating CRM, project management, and website building, easing transitions to remote work.
8x8 ditches AWS for Oracle for video
Thu, 14th May 2020
#
uc
#
hyperscale
#
public cloud
8x8 moves its video meetings hosting from AWS to Oracle Cloud for a 25% performance boost per node and 80% savings on network costs.
AWS launches Amazon Kendra, its machine learning search service
Wed, 13th May 2020
#
uc
#
hyperscale
#
public cloud
Amazon Web Services launches Amazon Kendra, an ML-powered enterprise search tool designed to provide precise results for natural language queries.
NZ-made virtual vet nurse launches to help struggling vets
Tue, 12th May 2020
#
uc
#
martech
#
healthtech
A New Zealand-made virtual vet nurse named Sophie, developed by tech firm Ambit, launches free of charge to support struggling vet clinics amidst COVID-19.
ASC launches compliance recording solution for Teams
Tue, 12th May 2020
#
uc
#
public cloud
#
risk & compliance
Records, transcribes and analyses all communications through MS Team to ensure compliance, storing it all in the cloud.
IT services industry to have a 'dismal' 2020
Mon, 11th May 2020
#
uc
#
hybrid & remote work
#
it services
New research from GlobalData suggests the impact of COVID-19 and the great shift to remote working does not bode well for the industry.
Quest Software launches NetVault, its newest backup solution
Fri, 8th May 2020
#
uc
#
dr
#
cloud services
Quest Software unveils NetVault, a robust backup and recovery solution enhancing data protection for Office 365 Teams and cloud environments.
Business as usual during COVID-19 for Aus company SafetyCulture
Thu, 7th May 2020
#
uc
#
hybrid & remote work
#
contact centre
SafetyCulture, an Australian safety software firm, maintains normal operations during COVID-19 using 8x8 cloud platforms, supporting its 350 global staff.
10 best practices for work-from-home contact centres
Wed, 6th May 2020
#
crm
#
uc
#
dr
NICE outlines 10 best practices for effective work-from-home contact centres, focusing on infrastructure, tools, dynamic schedules, and AI-driven support.