Contact Centre stories - Page 66
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.
Exclusive: The future of AI as a business tool
Mon, 23rd Jul 2018
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uc
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digital transformation
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martech
Recently I had the opportunity to discuss the implications and implementations of AI within enterprise with Bluewolf ANZ MD Gavin Diamond.
Vodafone NZ partners with IBM for when everything goes digital
Fri, 20th Jul 2018
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uc
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martech
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partner programmes
Coming on the heels of a similar announcement from its biggest rival, Vodafone NZ hopes to achieve its Digital Vodafone 2021 program with IBM.
How chatbots can enhance the customer experience
Wed, 18th Jul 2018
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uc
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data protection
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cx
Companies are increasingly using chatbots in their mobile apps to enhance customer service and improve the overall customer experience.
Polycom goes 'all in' on Microsoft Teams at Inspire 2018
Tue, 17th Jul 2018
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uc
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hybrid & remote work
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microsoft
Polycom says it’s going ‘all in’ on Microsoft Teams to create the best experiences across a range of different communications devices and solutions.
How robots gave one call centre worker an entirely new career
Tue, 17th Jul 2018
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robots
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uc
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it automation
Ex-call centre agent Mark Annas says automation doesn’t have to present a career crisis for those willing to grab the bull (or robot) by the horns.
Exclusive: Dell discusses cloud client-computing
Mon, 16th Jul 2018
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uc
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network infrastructure
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cloud services
Recently we had the opportunity to discuss cloud computing with Dell Cloud Client-Computing CTO Jeff McNaught.
Microsoft intensifies efforts to fuel intuitive workplace collaboration
Fri, 13th Jul 2018
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uc
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microsoft
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collaboration
Microsoft is leading the charge for teamwork and collaboration through a number of changes designed to fuel the modern workplace.
Opinion: Why data centres are migrating from the suburbs to the CBD
Thu, 12th Jul 2018
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uc
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hybrid cloud
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hyperscale
Data centre operators used to desire large plots on the fringes of city metros, but AU-based Charles Fortin says this ideal is beginning to change.
Exclusive Interview: 8x8 - more than just UC
Thu, 12th Jul 2018
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virtualisation
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uc
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daas
8x8 shows no sign of slowing with its cloud-based communications platform. Brendan Maree explains how it got to where it is today.
Verint takes CX to new heights with in-demand AQM solution in APAC
Thu, 12th Jul 2018
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crm
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uc
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cx
Verint transforms customer experience in APAC with its high-demand AQM software, enabling telcos to simplify quality management through advanced AI solutions.
Ribbon Comms adds integration with MS Teams
Mon, 9th Jul 2018
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uc
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microsoft
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voip
Ribbon is one of only two suppliers officially certified by Microsoft to integrate its Session Border Controllers with Teams.
Why voice biometrics will end the password era
Mon, 9th Jul 2018
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uc
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biometrics
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contact centre
Voice biometrics is a tried and tested security measure that more and more organisations are putting in place as more consumers ask for it.
Ingram Micro NZ takes the gold for Yealink distribution
Fri, 6th Jul 2018
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uc
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voip
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contact centre
Yealink has given Ingram Micro Gold status as a distributor which, Ingram says, shows the success of its new UC business unit.
Tech Data partners with Parallels to bring cross-platform solutions to ANZ partners
Fri, 6th Jul 2018
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uc
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cx
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martech
Tech Data says the new agreement will allow ANZ channel partners to drive enhanced customer experience for customers.
Exclusive interview: Matt Cudworth on how Ticketek crunches big numbers
Wed, 4th Jul 2018
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uc
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paas
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data analytics
Ticketek CTO, Matt Cudworth, discusses the company's migration to the cloud and how they handle peak traffic events.
Twilio launches new partner program in a bid to accelerate company growth
Thu, 28th Jun 2018
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uc
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it training
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partner programmes
Twilio unveils Twilio Build, a new partner program, aiming to catalyse growth with an API-first, developer-centric approach and bolster its market presence.
Vodafone xone rallies Class of 2018 for launch
Thu, 28th Jun 2018
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uc
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martech
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ai agents
Vodafone has announced its upcoming Vodafone xone class of 2018, as it gets set to take nine of New Zealand’s best tech-based startups global.
Z Energy’s customer fuel management database breached
Thu, 28th Jun 2018
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uc
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breach prevention
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cybersecurity
Z says it believes the data accessed does not include bank details or other information that would put customer finances directly at risk.
Cove trials insurance purchases via Facebook Messenger chatbot
Mon, 25th Jun 2018
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uc
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hyperscale
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public cloud
Cove Insurance has claimed it's first to sell insurance via a chatbot currently in private beta mode, and the tech looks promising.
How IT service desk admin jobs will be transformed by smart automation
Tue, 19th Jun 2018
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uc
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martech
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it automation
Developments in AI technologies like ML and natural language processing will strengthen the connection between IT teams and their organisation.