Contact Centre stories - Page 22
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.
IaaS public cloud services market tips $91 billion in 2021
Wed, 8th Jun 2022
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public cloud
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martech
Amazon retained the number one position in the IaaS market in 2021, followed by Microsoft, Alibaba, Google and Huawei.
Knowledge graphs and digital twins to optimise supply chains
Fri, 3rd Jun 2022
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uc
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martech
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supply chain & logistics
CIOs are turning to digital twin technology and knowledge graphs to optimize supply chains and gain insights into complex dependencies.
Adobe and Microsoft announce key updates to improve workplaces
Thu, 2nd Jun 2022
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partner programmes
The two companies are working to give joint customers a modern work experience, centred on technology that improves teamwork, collaboration and efficiencies.
Capgemini report shows strong reliance on digital twins
Wed, 1st Jun 2022
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digital twins
According to a new report by Capgemini Research Institute, 60% of businesses in major sectors rely on digital twins to improve operational performance.
Q&A: Behavioural Cues discuss what's next for voice analytics
Tue, 31st May 2022
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hybrid & remote work
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cloud services
Voice analytics has many familiar and established applications. One example is sentiment analysis used to improve customer service and call center operations.
Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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data analytics
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
Symbio consolidates TNZI business to support APAC expansion
Fri, 27th May 2022
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contact centre
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tnzi
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
Skills shortages hold orgs back from capitalising on cloud 2.0
Wed, 25th May 2022
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martech
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multi-cloud
Organisations are becoming more comfortable with sophisticated 'cloud 2.0' technologies, even as they confront difficulties in hiring and retaining IT talent.
Frost & Sullivan recognises Genesys as leader in new reports
Mon, 23rd May 2022
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data analytics
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martech
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Shortening the click-to-customer cycle through smart technologies
Mon, 23rd May 2022
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cx
The race to shorten click-to-customer cycle times is the biggest challenge for retailers in an omnichannel world.
New Relic enters multi-year partnership with Microsoft Azure
Fri, 20th May 2022
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devops
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public cloud
New Relic has announced a strategic partnership with Microsoft to help enterprises accelerate cloud migration and multi-cloud initiatives.
9/10 Aussies to stop spending if personal data compromised
Tue, 17th May 2022
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data analytics
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martech
Nine out of ten Australians would stop spending with a company if their personal data is compromised, a new report has found.
IT teams deploy powerful technologies to enable remote work
Tue, 17th May 2022
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Freshworks' annual benchmark report shows a 23% improvement in IT ticket resolution speed as remote work increased.
Microsoft unveils adaptive accessories for disability access
Fri, 13th May 2022
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dei
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microsoft
Microsoft launches Inclusive Tech Lab to improve access to technology for people with disabilities, and introduces adaptive accessories.
Avaya expands Microsoft partnership to deliver OneCloud on Azure
Thu, 12th May 2022
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public cloud
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partner programmes
The joint technology and go to market agreement will help customers accelerate their digital transformation initiatives in the cloud.
Avaya OneCloud sees 118% ARR growth for second quarter 2022
Thu, 12th May 2022
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partner programmes
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microsoft
Avaya Holdings has reported $750 million annual recurring revenue (ARR) for its OneCloud offering, up 21% sequentially and 118% from the same period last year.
Poly introduces new smart devices and announces Amazon e-store in Australia
Thu, 12th May 2022
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partner programmes
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hybrid & remote work
Poly is introducing two new pro-grade devices to the market and announcing its first official Australian e-store on Amazon.
Digital insight through UCaaS to improve customer experience - RingCentral
Wed, 11th May 2022
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cx
The introduction of UCaaS is revolutionizing customer service, providing greater visibility and reporting on call status and metrics.
SecureCo and IBM partner to deliver Intelligent Voice Platform
Mon, 9th May 2022
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cx
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martech
The partnership addresses the growing number of businesses seeking to digitally transform, by enabling operational optimisation and adaptive CX.
NICE CXone platform integration implemented with Regional Bank Australia
Mon, 9th May 2022
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data analytics
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fintech
NICE's CXone platform is successfully implemented by Regional Bank Australia, streamlining contact centre operations and supporting branches.