Contact Centre stories - Page 76
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.
Robots VS. humans: Do businesses need robotics processing automation?
Mon, 26th Jun 2017
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robots
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data analytics
Nice, an organization specializing in business efficiency, says robotics process automation can optimize workforce and reduce repetitive tasks.
Dropbox and Microsoft Teaming up to deliver new integrations
Fri, 23rd Jun 2017
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microsoft
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dropbox
Dropbox’s new integrations with Microsoft Teams and Microsoft Office 365 allow users to choose additional storage options.
A first for WA: Zetta joins Microsoft’s Global Skype Operations Framework
Thu, 22nd Jun 2017
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microsoft
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Microsoft built SOF with the intention of creating a foundation for customers that will accelerate their Skype for Business Online journey.
Scammers hijack MYOB brand in malicious email scams
Wed, 21st Jun 2017
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fintech
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financial systems
MYOB users are being warned of a major phishing scam trading on their brand, involving fake invoices and malware hosted on a Chinese domain.
Salesforce announces advanced AI-powered analytics integration for sales, service, and marketing
Mon, 19th Jun 2017
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data analytics
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martech
Salesforce's new Einstein Analytics imbues CRM with AI, offering predictive insights to enhance sales and marketing strategies.
Sennheiser: 'Why your unified communications solution needs us'
Thu, 15th Jun 2017
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headsets
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contact centre
So you deployed your world class, award winning, enterprise transforming, non-covfefe unified communication solution….but something’s not quite right.
A trillion-dollar boost: Salesforce releases new research on the economic impact of AI on CRM
Thu, 15th Jun 2017
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crm
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data analytics
By 2021, AI-powered CRM activities could increase global business revenues by US$1.1 trillion and create 800,000 net-new jobs.
Exclusive interview: Simona Turin on Air New Zealand's digital transformation
Fri, 9th Jun 2017
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uc
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digital transformation
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hyperscale
I’m still trying to figure out what is stopping girls from reaching technology because I love technology, it’s a creative process.
Pegasystems announces AWS integration in customer service solution
Thu, 8th Jun 2017
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crm
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hyperscale
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Bluewolf announces new AI telco Salesforce solution to deliver better CX
Wed, 7th Jun 2017
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data analytics
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cx
Bluewolf integrates IBM Watson APIs, Vlocity and Salesforce Einstein to improve experiences for telecommunication agents and customers.
Separating fintech noise from reality - Gartner
Wed, 7th Jun 2017
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fintech
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contact centre
Gartner demystifies the fintech buzz, aiding banks to sift the hype from transformative potential in finance tech.
Photo gallery: Vodafone, Telstra, Vocus among Broadsoft ANZ achievers
Mon, 29th May 2017
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contact centre
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telstra
Vodafone New Zealand, Telstra and UCaaS provider Access4 are among the winners at Broadsoft's Annual Australasian Achievement Awards.
Optimizing interconnection for hybrid apps is the key to greater customer experience
Wed, 24th May 2017
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crm
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datacentre infrastructure
The future of application design is not dependent solely on serverless, containers, microservices, bots or some completely new technology.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Wed, 24th May 2017
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martech
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
Virtual digital assistants to overtake world population by 2021
Tue, 23rd May 2017
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martech
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Ovum has released on the AI digital assistant market, revealing partnerships to be key differentiators in the years head.
Imagination at work – e-waste into school lunches
Mon, 22nd May 2017
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voip
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contact centre
In 2016 the NZ Child Poverty Monitor reported that 48,000 children in New Zealand were living in material hardship, often going without life’s basics.
Enterprise competition drags Optus revenue and profit down
Fri, 19th May 2017
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contact centre
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optus
Optus has reported revenue and profit drops for the latest financial year as heightened competition in the enterprise market bites.
ServiceNow invests and acquires to make headway in automation
Fri, 19th May 2017
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martech
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ServiceNow has made a string of investments to enhance user experiences and process automation using virtual agent technologies across various workflows.
New product integration from Genesys to benefit cloud users - and partners
Thu, 18th May 2017
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cloud services
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contact centre
Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Math trail sets Waikato on learning journey with bot buddy
Tue, 16th May 2017
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martech
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ai agents
New educational trail enables people to recognise and be intrigued by the mathematics all around them. Opening their eyes to maths and its usefulness.