Contact Centre stories - Page 75
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.
Vodafone NZ launches Red Connect service for Chinese customers
Fri, 11th Aug 2017
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crm
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cx
Vodafone New Zealand has launched a dedicated service for its Chinese customers, includingdedicated call centre staff, a WeChat account, and more.
Exclusive: SnapperNet completes end-to-end VoIP lineup with new 3CX deal
Wed, 9th Aug 2017
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uc
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cx
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martech
SnapperNet has signed a deal with 3CX, providing the distributor and its resellers with a complete end-to-end VoIP offering for any size deployment.
Exclusive interview: The Kiwi cloud company in a dying trade
Thu, 3rd Aug 2017
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uc
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network infrastructure
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voip
The shift to cloud services is threatening traditional IT support, warns director of managed cloud company, Mi-IT.
Enterprise IoT 'mainstream' in Australia, as businesses embrace emerging tech
Thu, 3rd Aug 2017
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uc
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drones
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blockchain
IoT, AI, AR, blockchain - they're not technologies for the future for Australian businesses who are already embracing the new technologies.
Tech connects Skype users with non-Skype users - earns Microsoft certification
Thu, 3rd Aug 2017
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uc
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public cloud
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microsoft
Pexip Infinity Fusion allows Skype for Business meetings and calls to be joined by non-Skype users using video teleconferencing.
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Mon, 31st Jul 2017
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crm
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uc
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data analytics
Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.
Cloud infrastructure services skyrocket 47% - AI to be big future player
Fri, 28th Jul 2017
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saas
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uc
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datacentre infrastructure
The global cloud infrastructure services market continued its rampant growth in Q2 2017, surging 47 percent year-on-year to reach US$14 billion.
Dimension Data: Digital workplaces keep Kiwi businesses – and customers – happy
Fri, 28th Jul 2017
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cx
Dimension Data study reveals that embracing digital workplaces is key for Kiwi businesses seeking to enhance customer satisfaction.
Bendigo Bank employs IBM marketing automation tools
Thu, 27th Jul 2017
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it automation
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partner programmes
IBM says the marketing tools will help the Bank provide premium digital and connected banking experiences for more than 1.6 million customers.
Surging demand among businesses for more interactive enterprise messaging
Tue, 25th Jul 2017
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uc
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martech
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ai agents
Ovum’s survey explored the rapidly-evolving business-to-consumer communications market with some interesting findings.
Freshworks acquires startup's chatbot-building platform
Mon, 24th Jul 2017
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uc
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martech
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healthtech
Joe Hukum’s technology is powered by a robust decision tree framework that automates sales, service, and support workflows, across various channels.
Cogent inks direct channel deal with NEC unified communications
Wed, 19th Jul 2017
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uc
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digital signage
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displays & projectors
Cogent bolsters its unified comms offerings, partnering directly with NEC to provide cost-efficient, high-quality solutions.
Why cloud telephony should be part of your disaster recovery strategy
Sat, 15th Jul 2017
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uc
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dr
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it in manufacturing
Along with futureproofing, flexibility and cost benefits, disaster recovery is definitely a strength of a quality cloud solution.
Seven pieces of the IOT puzzle from Microsoft
Fri, 14th Jul 2017
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public cloud
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iot
Microsoft unveils an expansive IOT toolkit, poised to revolutionise business, healthcare, and government operations.
Wellington students win MYOB IT Challenge with virtual assistant app
Tue, 11th Jul 2017
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uc
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digital signage
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fintech
The Victoria Uni team’s Mind Me app an application that allows users of cloud-based accounting software to interact with a virtual assistant.
Harry Potter/The Flash star Tom Felton is coming to Auckland Armageddon Expo
Fri, 7th Jul 2017
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uc
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voip
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movies
Tom Felton, famed for roles in Harry Potter and The Flash, will join Auckland Armageddon Expo this Labour Weekend, promising a treat for fans.
Frost & Sullivan recognizes Asia Pacific's best & brightest ICT firms
Fri, 7th Jul 2017
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uc
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ddos
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hyperscale
Asia Pacific's biggest names in technology have topped the list at the 2017 Frost & Sullivan ICT Awards, held in Singapore last night.
Going rogue: The challenges of AI in customer service
Tue, 27th Jun 2017
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cx
AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.
Catholic Education WA and University of Sunshine Coast make Microsoft moves
Mon, 26th Jun 2017
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edutech
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uc
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microsoft
Microsoft clocks up two more education wins with Catholic Education Western Australia and The University of the Sunshine Coast.
Polycom and Microsoft tighten ties offering RealPresence use in Office 365
Mon, 26th Jun 2017
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uc
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hybrid & remote work
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microsoft
Microsoft has certified more Polycom offerings for Office 365, enabling users to incorporate Polycom audio and video into Skype for Business.