Contact Centre stories - Page 70
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.
Jetstar take their AI assistant global with Facebook Messenger
Thu, 15th Feb 2018
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uc
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digital signage
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martech
Jess engages in over 250,000 cross-channel conversations per month and has managed over nine million conversations with Jetstar customers.
Kiwibank Fintech Accelerator announces participants of latest cohort
Wed, 14th Feb 2018
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uc
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fintech
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blockchain
Companies are using blockchain to manage payments, creating chatbots, helping freelancers fulfil their tax obligations, and much more.
The future of contact centres - 4 key trends identified
Tue, 13th Feb 2018
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crm
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uc
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data analytics
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
LogMeIn takes aim at UCC market with $342 million acquisition
Fri, 9th Feb 2018
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uc
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collaboration
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contact centre
The company will acquire UCaaS provider Jive Communications in a bid to bolster their collaboration portfolio.
Tearing down international borders with cloud-based communication
Fri, 9th Feb 2018
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crm
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uc
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martech
Companies with global aspirations face challenges in deploying effective communications infrastructure, but cloud-based platforms offer a solution.
Verifi arrives in ANZ ready to tackle Card Not Present fraud
Thu, 8th Feb 2018
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uc
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contact centre
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verifi
In addition to expanding into new markets, Verifi also launched a new chargeback and fraud mitigation service.
Startup uses chatbot to simplify global digital marketing
Thu, 8th Feb 2018
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uc
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martech
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ai
MemePR’s marketing platform uses artificial intelligence to connect working partners from all around the world with those in need of marketing service.
Spark expands TaaS to offer end-to-end solutions
Thu, 8th Feb 2018
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uc
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microsoft
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contact centre
Spark expands TaaS portfolio, adding contact centre, cloud security, and unified communication services, enhancing end-to-end solutions for government agencies.
Full tech takeover not the answer for retail - analyst.
Wed, 7th Feb 2018
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crm
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uc
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cx
A digital retail analyst says it is important to look at specific needs, rather than rushing into a completely digital solution.
Optus inks deal with NiceInContact to ramp up customer experience
Wed, 7th Feb 2018
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crm
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uc
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data analytics
Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.
Cisco completes acquisition of BroadSoft
Wed, 7th Feb 2018
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uc
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cisco
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contact centre
Together, Cisco and BroadSoft aim to deliver a full suite of collaboration experiences to power the future of work.
Air NZ’s AI chatbot turns one
Mon, 5th Feb 2018
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uc
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martech
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ai
Oscar was first introduced a year ago on the airline’s website to answer commonly asked flight, baggage, lounge and Airpoints queries.
To get ahead with AI, get started with augmented intelligence
Fri, 2nd Feb 2018
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crm
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uc
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martech
AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.
Kiwi Startup Spotlight: Why this will be the year chatbots take on customer service
Fri, 2nd Feb 2018
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saas
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crm
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uc
Within the world of AI, bots are the most understandable application for executives from a deployment and business impact standpoint.
Why the future of customer experience is both human and machine
Fri, 2nd Feb 2018
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crm
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uc
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cx
Touchpoint's CEO says when it comes to customer experience don’t believe the ‘robot revolution’ will happen overnight.
8x8 looking for new partners in ANZ due to product demand
Thu, 1st Feb 2018
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uc
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partner programmes
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contact centre
8x8 are promoting their partnership programme in a bid to expand their channel partner ecosystem across Australia and New Zealand.
Gen2 added to TaaS panel as managed security provider
Wed, 31st Jan 2018
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uc
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government
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contact centre
New Zealand owned and operated Gen2 has been appointed as a provider of managed security services for the NZ Government’s TaaS panel.
Kiwi company takes UC security to a multi-billion dollar toll fraud problem
Wed, 31st Jan 2018
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uc
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cybersecurity
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avaya
A local Auckland company is vowing to put a dent in the billions of dollars lost to toll fraud across unified communications (UC) networks.
Bye bye bankruptcy: Avaya acquires contact centre as a service provider
Wed, 31st Jan 2018
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crm
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uc
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martech
It was only late last year when Avaya was cleared of bankruptcy, but the communications vendor is wasting no time in growing its business.
Cybersecurity experts offer critical advice on eve of Data Protection Day
Sat, 27th Jan 2018
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uc
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data protection
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data privacy
The day is about raising awareness and promoting privacy and data protection - we have 5 experts providing insights, with GDPR a strong factor.