Contact Centre stories - Page 49
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.
Aussies keen to go remote, but businesses may not be prepared
Tue, 31st Mar 2020
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uc
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hybrid & remote work
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cloud services
A recent survey has shown that most Australian workers are finding remote work a boon, but businesses need to stay on top of tech to make it work.
Interview: Equinox co-CEOs on adopting cloud and delivering business value
Tue, 31st Mar 2020
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uc
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devops
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public cloud
In an exclusive interview, Equinox IT's co-CEOs discuss agile methodologies, cloud adoption, and navigating business value during the COVID-19 crisis.
Data#3 announces remote working solutions to enable Aussie businesses
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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voip
Australian technology and services provider Data#3 has launched remote working solutions to support employees and employers during the COVID-19 lockdown.
Slack hires new head of APAC as remote working business booms
Fri, 27th Mar 2020
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uc
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digital entertainment
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hybrid & remote work
Slack has reported that in the past seven weeks, more than 7,000 new companies have signed up to Slack as remote working becomes the new norm.
Deep learning seeing widespread adoption in APAC region
Fri, 27th Mar 2020
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uc
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martech
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ai
Deep learning is driving AI growth in the APAC region, with the market expected to account for 30% of global AI revenue, USD $97.5 billion by 2024.
Kaspersky announces update to Microsoft Office 365 security solution as COVID-19 threats emerge
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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cybersecurity
The upgrade introduces enhanced anti-phishing capabilities with a dedicated anti-spoofing feature, as well as bolstered protection within Microsoft Teams.
OnePlace Solutions offers free Microsoft 365 add-on to support remote workers during COVID-19
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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microsoft
The offer comes after Microsoft announced that subscribers to Microsoft Office 365 will be able to access a free trial of the Microsoft Teams software.
8x8 partners with EIMS to build remote working solutions
Thu, 26th Mar 2020
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uc
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dr
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hybrid & remote work
As the world mobilises workforces to work from home, new solutions have risen to accomodate such a rapid and unprecedented shift.
Genesys awards QPC APAC Partner of the Year 2019
Thu, 26th Mar 2020
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crm
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uc
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martech
Genesys makes contact centre software free for 90 days and QPC offers free services to support implementation to help customers transition to remote.
New DXC healthcare solution enables remote patient engagement
Tue, 24th Mar 2020
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uc
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martech
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hybrid & remote work
DXC Technology has released a new patient-centered care solution to aid interoperability and remote patient engagement for healthcare organisations.
Vodafone urges customers to go digital, expects call times to increase
Tue, 24th Mar 2020
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crm
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uc
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martech
Vodafone NZ advises customers to use digital customer service methods to reduce reliance on call centres during COVID-19 pandemic.
Data traffic soars as world turns to internet for work & play
Mon, 23rd Mar 2020
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uc
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network infrastructure
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datacentre infrastructure
Internet traffic surges as global communities turn to digital platforms for work, communication, and entertainment amid coronavirus lockdowns.
Oxford brings new version of dictionary app to remote learners
Sat, 21st Mar 2020
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uc
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martech
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e-learning
Oxford has released an updated version of its advanced dictionary app with the intention of aiding remote learning for homeschoolers around the world.
Vocus to resell Zoom products in ANZ as demand for remote tools soars
Fri, 20th Mar 2020
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uc
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hybrid & remote work
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voip
Demand for remote team collaboration tools is surging on an unprecedented scale, and businesses like Zoom are struggling to keep up with demand.
Microsoft announces all-new features for Teams as virus keeps workers home
Fri, 20th Mar 2020
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uc
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hybrid & remote work
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healthtech
Microsoft has unveiled new features for Teams as COVID-19 keeps workers home, including real-time noise suppression and a 'raise hand' function.
Australian fintech Brighte selects Nintex to bolster customer processes
Tue, 17th Mar 2020
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crm
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uc
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fintech
Brighte has selected Nintex’s visual process mapping capabilities to help support its growth across Australia and the Philippines.
StarLeaf brings advanced video collaboration to enterprises
Fri, 13th Mar 2020
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uc
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collaboration
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voip
StarLeaf unveils new products and features including Microsoft Teams integration and improved video collaboration capabilities. #StarLeaf #videoconferencing.
CommsChoice expands routing capability to support UC future
Thu, 12th Mar 2020
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uc
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hybrid & remote work
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microsoft
The company focused on expanding its Session Border Controller (SBC) network in several locations: Sydney, Singapore, London, Frankfurt, San Jose and Virginia.
Google Cloud’s plan to corner telecom market
Tue, 10th Mar 2020
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crm
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uc
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data analytics
Google Cloud unveils new telecom strategy, targeting 5G monetisation, data-driven customer experience & efficiency.
Spark launches uncapped wireless broadband, a Kiwi first
Wed, 4th Mar 2020
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uc
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telco
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contact centre
Business Flexible Broadband offers companies uncapped data for wireless broadband, which is not only a first for Spark but a first for the country.