Contact Centre stories - Page 104
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.
Interactive Intelligence takes customer service mobile
Thu, 10th May 2012
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crm
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uc
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martech
New software platform aims to help businesses enable self-service while offering easy transitions to contact centre assistants.
Hindin Solutions extends Ministry of Education deal
Tue, 1st May 2012
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edutech
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uc
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ministry of education
Enterprise workflow platform and application tool set extended from internal users to entire education sector.
$60,000 in cloud services on offer for start ups
Thu, 26th Apr 2012
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uc
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microsoft
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icehouse
Start-ups to benefit from a £60,000 cloud services boost through The ICEHOUSE and Creative HQ's new BizSpark Plus programme.
Meet Vodafone’s first Huawei smartphone
Mon, 23rd Apr 2012
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uc
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telco
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contact centre
Vodafone NZ launches its first Huawei phone, the Ascend G 300, with a full discount on a 24-month plan, featuring remote assistance app.
VARs offered online certification in snom tech
Wed, 11th Apr 2012
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uc
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voip
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contact centre
Snom launches e-learning for resellers to certify in VoIP tech, enabling flexible pace study with 50 videos across 16 modules.
New appointment round-up
Wed, 4th Apr 2012
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uc
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software development
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contact centre
Kiwi IT firms bolster teams with new talent, including notable names from 3D modelling, software development, and disaster recovery.
Enterprises ready for Lync: reseller survey
Wed, 28th Mar 2012
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uc
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microsoft
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zeacom
Enterprises set to adopt Microsoft's Lync on a large scale, driven by integration ease and brand loyalty, reveals Zeacom's global reseller survey.
Avaya claims award
Thu, 1st Mar 2012
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uc
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avaya
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contact centre
A strong channel network has helped Avaya to top spot as Frost & Sullivan’s 2011 Asia Pacific Contact Center Applications Inbound Systems Vendor of the Year.
Cisco challenges Microsoft-Skype deal
Thu, 16th Feb 2012
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uc
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microsoft
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cisco
Cisco appeals EU's approval of Microsoft-Skype merger, demanding stricter interoperability conditions to protect video comms future.
Headset specialists launch ANZ partner program
Fri, 3rd Feb 2012
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uc
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jabra
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contact centre
Jabra launches ANZ partner program, elevating support for 300 regional reps with tiered benefits and a focus on enhancing customer experience.
VoIP’s opportunities
Wed, 1st Feb 2012
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crm
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uc
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martech
With VoIP's rise, IT resellers face new challenges and opportunities to enhance customer experience with cutting-edge solutions.
Reaching inward to improve customer service
Wed, 1st Feb 2012
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crm
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uc
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martech
In an economic crunch, enhancing first-call resolution in contact centres is key to boosting customer service and cutting costs.
Selling value-added unified communications
Wed, 1st Feb 2012
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uc
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voip
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contact centre
NZ's Unified Communications market set to hit $212.2m by 2017, driving demand for value-added services amid technology commoditisation.
Mobility forces UC out of the office
Wed, 1st Feb 2012
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uc
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contact centre
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alcatel-lucent
UC transforms as mobility and cost-effective video drive business tech, pushing the NZ market towards a $212.2M growth by 2017.
Google apologises for Kenyan deception
Mon, 16th Jan 2012
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uc
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google
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contact centre
Google says sorry for using underhand tactics in Kenya, including database snooping and falsely claiming partnership with local firm Mocality.
Selling inspiration and efficiency
Thu, 1st Dec 2011
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uc
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martech
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contact centre
Selling printers is no longer about the fastest, best colour or lowest price, as Robert de Jeu, brand manager, Print Solutions, Canon New Zealand details.
Leading with innovation
Thu, 1st Dec 2011
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uc
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hybrid & remote work
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awards
In a blend of lateral thinking and innovation, Palmerston North and Horizons Councils’ adaptive call centre earned the 2011 Initiative of the Year award.
Call Centre innovation
Thu, 1st Dec 2011
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uc
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zeacom
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contact centre
Call centres evolve into multimedia hubs, transforming customer experiences and business intelligence for companies of all sizes.
Datasquirt Directors recommend purchase offer is accepted
Thu, 1st Dec 2011
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uc
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twitter
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contact centre
New Zealand-based, ASX listed Datasquirt recently announced, subject to shareholder approval, the conditional sale of its complete business to LiveOps.
Telecom receives brain award
Wed, 30th Nov 2011
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uc
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microsoft
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ibm
Telecom lauded with award for adopting 'whole brain' thinking, joining corporate giants in leveraging the concept to enhance customer service.