Contact Centre stories - Page 68
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.
A new AI-powered routing engine creates predictive customer experiences
Fri, 4th May 2018
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uc
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cx
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martech
Genesys unveils its AI-driven Predictive Routing engine at CX18, promising enhanced customer experiences, higher efficiency, and reduced costs for businesses.
Drive UC growth with comprehensive 'all-of-business' offerings
Sun, 22nd Apr 2018
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uc
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atlas gentech
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contact centre
Atlas Gentech offers a simple way for channel partners to boost the value of UC deployments, says GM North Chris Fair.
Rubicon Red announces Oracle PaaS and IaaS momentum
Thu, 19th Apr 2018
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uc
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paas
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martech
Rubicon Red sees growing demand for its Oracle PaaS and IaaS services, boasting new OPN specialisations and successful projects in various sectors.
BlueJeans UC approach leads to record sales growth
Thu, 19th Apr 2018
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uc
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hybrid & remote work
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microsoft
BlueJeans reports surge in growth, driven by top talent and strategic partnerships, boosting video conferencing.
Intelligent cloud, Azure Stack, compliance - Highlights from the Auckland Azure Summit
Fri, 13th Apr 2018
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uc
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martech
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multi-cloud
The event featured a variety of speakers, from Microsoft heavyweights Vijay Tewari and Russell Craig, to Azure customers like BNZ, and Pageproof.
IRD myIR site to shut down on Thursday for major system upgrades
Tue, 10th Apr 2018
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uc
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ird
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smb
myIR will be switched off from Thursday afternoon at 3pm until Tuesday, April 17 at 8am so the latest round of changes can be made.
AI-DAY: Using artificial intelligence to scam the scammers
Fri, 6th Apr 2018
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uc
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martech
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email security
Re:scam, an AI chatbot developed by Netsafe, is wasting scammers' time with endless questions to protect potential victims.
Cloud-enabled AI is officially open for businesses
Fri, 6th Apr 2018
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uc
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martech
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iaas
Cloud computing has opened the doors for AI and machine learning, but it will also be shaped by these technologies in the future.
A look at how DataOps can drive significant business value
Thu, 5th Apr 2018
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devops
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data analytics
DataOps is emerging as a significant new trend that will serve to increase collaboration, agility and operational efficiency for large organisations.
Ivanti releases new cloud AI bot app for service management
Thu, 5th Apr 2018
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martech
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ai
Ivanti unveils a new AI-driven cloud app for service management, integrating virtual support with the ease and intuition of Siri and Alexa.
2018: When AI will humanise the workplace - HR Trends for Australasia
Thu, 29th Mar 2018
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uc
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martech
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hcm
AI revolutionises HR, mirroring customer experience tactics to bolster Employee Experience amidst a talent war.
How Workplace By Facebook helped solve an avocado shortage
Thu, 29th Mar 2018
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uc
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martech
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supply chain & logistics
Many employees in major industries like retail, farming, and transport seldom have their own PC or even a company email address, but they do all have.
Avaya launches UC and CC cloud solution in New Zealand
Mon, 26th Mar 2018
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uc
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cloud services
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avaya
Avaya, partnering with Pyrios, unveils its 'Powered by Avaya' cloud solution in NZ, aiming to equip midmarket firms with flexible UC and CC capabilities.
Exclusive Interview: Oracle on AI and enterprise technology challenges
Thu, 22nd Mar 2018
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paas
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martech
Siddhartha Agarwal discusses Oracle's approach to AI and a number of other pressing issues for the enterprise space.
Thanks to Telstra, we'll soon be able to make voice calls from Office 365
Wed, 21st Mar 2018
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uc
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microsoft
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cloud services
Microsoft and Telstra join forces to enable voice calls via Office 365, integrating cloud collaboration tools with Telstra's voice services.
A chatbot for network security management? It's a reality
Wed, 21st Mar 2018
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uc
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network infrastructure
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sdn
In what may be an industry-first, a UK-based company has launched an intelligent chatbot especially designed for network security management tasks.
IDC forecast ‘exploding’ cognitive/AI opportunities in APeJ service market in 2018
Mon, 19th Mar 2018
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martech
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ai
APeJ AI services market boom: IDC predicts 78% growth in spending, forecasting AI as key for competitive edge.
This April: IRD makes changes to online portal and provisional tax reporting
Fri, 16th Mar 2018
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uc
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fintech
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hcm
The changes include the implementation of the new Pay Day PAYE process, the accounting income method (AIM) for provisional tax, and a revamp of myIR.
Kiwi non-profit launches AI KiwiSaver advisor
Fri, 16th Mar 2018
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uc
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martech
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open source
Simplicity launches Artie, an AI chatbot to answer questions on its KiwiSaver and investment funds, as part of its robo-advice platform.
Exclusive interview: Lenovo’s Scott Tease talks AI, HPC and the power of data
Thu, 15th Mar 2018
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uc
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datacentre infrastructure
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data analytics
Data is the most valuable asset to organizations, according to Lenovo's HPC and AI executive director, Scott Tease.