Contact Centre stories - Page 47
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.
AI is powering a shift in digital customer engagement
Wed, 6th May 2020
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crm
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martech
AI-driven digital employees are revolutionising customer engagement as companies adapt to post-pandemic demands, cutting costs and boosting satisfaction.
Familiar face returns to Microsoft NZ as enterprise director
Tue, 5th May 2020
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uc
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microsoft
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voip
No stranger to Microsoft, Bain spent seven years at the tech giant working with both enterprise customers and partners.
Cloud wins big in Q1 2020 as remote work drives record demand
Fri, 1st May 2020
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uc
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hyperscale
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public cloud
Research released today by Canalys reveals cloud infrastructure services spending grew 34% in Q1 2020, hitting US$31 billion in the quarter.
Jamf rolls out telehealth support for healthcare firms
Thu, 30th Apr 2020
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uc
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mdm
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healthtech
Jamf has introduced a new telehealth system to help healthcare workers and those on the front lines interact with patients without putting themselves at risk.
McAfee unveils new Microsoft Teams encryption update
Fri, 24th Apr 2020
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uc
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encryption
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casb
McAfee has introduced an MVISION Cloud update enhancing encryption in Microsoft Teams, boosting secure data sharing and collaboration as remote work surges.
Increased digital adoption is silver lining for vendors during pandemic
Thu, 23rd Apr 2020
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uc
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martech
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iot
APAC IT vendors have a significant revenue growth opportunity in digital transformation post-COVID-19, says GlobalData. Increased digital adoption expected.
Microsoft to monetise huge Windows 10 userbase
Thu, 23rd Apr 2020
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uc
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hybrid & remote work
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microsoft
Microsoft aims to leverage its one billion Windows 10 devices by rebranding Office 365 to Microsoft 365, adding new features and focusing on subscriptions.
NEC enters comms-aaS market with new partnership
Thu, 23rd Apr 2020
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crm
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uc
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digital signage
NEC teams up with Intermedia to launch new cloud-based unified communications and contact centre solutions, expanding their global reach and market presence.
OpenText boosts cloud capabilities with new update
Wed, 22nd Apr 2020
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uc
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data analytics
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martech
OpenText enhances its cloud offerings with CE 20.2, featuring improved security, AI-powered analytics, and flexible cloud deployment options for businesses.
8x8 announces full integration with Jabra headsets
Wed, 22nd Apr 2020
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uc
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video conferencing
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headsets
Users can answer, mute and disconnect calls directly from their Jabra headsets with no further actions required in 8x8 applications.
How Australian IT management can use external data to power internal AI tools
Wed, 22nd Apr 2020
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uc
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martech
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ai
Australian IT MSPs can leverage external data to enhance AI tools, ensuring they stay competitive in the booming AI landscape despite low internal data volumes.
Corporations are failing to deal with e-waste responsibly - report
Tue, 21st Apr 2020
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uc
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cleantech
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voip
A new report by Blancco Technology Group reveals a major e-waste crisis, as 76% of end-of-life devices are not sanitised and reused despite CSR policies.
Avaya recognised for UC excellence by TMC
Tue, 21st Apr 2020
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crm
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private cloud
Avaya's OneCloud ReadyNow has won the Unified Communications Excellence Award from TMC, honouring its innovative private cloud solutions for enterprises in ANZ.
NICE inContact expands access workforce engagement solution
Tue, 21st Apr 2020
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crm
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uc
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data analytics
NICE inContact is offering its CXone@home solution for free for 60 days, providing workforce engagement and optimisation capabilities for remote workers.
Contact centre resiliency vital during COVID-19 crisis
Tue, 21st Apr 2020
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crm
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martech
As COVID-19 strains Asia-Pacific B2C sectors, resilient contact centres become essential, says GlobalData. Experts highlight cloud and AI solutions.
How companies can use emerging CX technologies to improve customer retention
Mon, 20th Apr 2020
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crm
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uc
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cx
Aussie firms adopt new CX tech amidst economic strain, seeking to prevent customer loss and enhance engagement.
Nuance utilises AI to solve contact centre woes
Fri, 17th Apr 2020
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crm
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martech
Nuance has unveiled Voice-to-Agent, an AI-powered tool designed to alleviate the pressure on contact centres exacerbated by COVID-19 disruptions.
Vodafone NZ update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
Soul Machines launches Kiwi 'digital helper' in response to COVID-19 crisis
Fri, 17th Apr 2020
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uc
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martech
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healthtech
Soul Machines has unveiled Bella, a New Zealand-oriented digital helper to provide timely, accessible information during the COVID-19 crisis.
State of the nation: SEEK reports extreme impact on job market by COVID-19
Fri, 17th Apr 2020
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uc
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healthtech
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contact centre
Advertisements for new jobs have fallen drastically since the COVID-19 outbreak took hold, according to the latest employment snapshot from SEEK New Zealand.