Contact Centre stories - Page 78
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.
Aussie tech companies ink exclusive deal to stop fraudulent CNP transactions
Thu, 2nd Mar 2017
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contact centre
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fraud
Australia experienced $402 million in fraudulent CNP transactions in the first half of 2016, according to the Australian Payments Clearing Association (APCA).
Australian-based Quality Connex inks five year deal with MyRepublic
Tue, 28th Feb 2017
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crm
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uc
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hyperscale
Australian cloud contact centre specialist, Quality Connex, seals a five-year deal with ISP MyRepublic to deliver omni-channel services across the Asia Pacific.
Access4 offers up new channel-focused BroadSoft CC-One deployment
Mon, 27th Feb 2017
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contact centre
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access4
Access4 is hosting BroadSoft's new CC-One in a move it says enables its partners to offer a data driven contact centre and telephony solution in one.
The UC tussle between Cisco, Microsoft and Google - and they're just getting started
Mon, 27th Feb 2017
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uc
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digital transformation
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microsoft
There is a true battle going on between the three heavyweights, with all offering unique products that are in fact subtly similar.
Enghouse offering local resellers new hosting opportunity
Thu, 23rd Feb 2017
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uc
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contact centre
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enghouse interactive
Enghouse Interactive is about to launch a new self service IVR platform locally and it's on the hunt for resellers to provide hosted versions.
QPC to rollout new workforce management system for Service SA
Wed, 22nd Feb 2017
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contact centre
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service sa
QPC starts implementation of Genesys PureConnect system for Service SA, including telephony and workforce management capabilities.
The biggest tech & digital trends we're getting excited about this year
Mon, 20th Feb 2017
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uc
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data analytics
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martech
We’re at a huge moment in time for the digital and technology world. With new ideas testing the boundaries, we’re entering an exciting new phase.
Spark NZ: Dynamic change, fibre movement & the road ahead
Thu, 16th Feb 2017
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uc
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contact centre
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financial results
Mark Verbiest and Simon Moutter address Spark's financial results for the half-year ending 31st December 2016.
MYOB teams up with Genesys to provide integrated customer service experience
Wed, 15th Feb 2017
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crm
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uc
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fintech
MYOB partners with Genesys to revamp contact centre capabilities and provide a personalised customer service experience.
IBM Watson has a new job: Cognitive cybersecurity expert
Wed, 15th Feb 2017
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uc
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martech
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cybersecurity
Watson has spent the past year training in cybersecurity language from more than one million security documents, and is now being integrated into SOC.
AU contact centre spend surpasses $500m in 2016
Wed, 15th Feb 2017
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saas
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crm
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uc
Recent research has revealed huge growth in the contact centre market in Australia - including the service providers showing the most potential.
Avaya looks to drive digital transformation in India with new R&D team
Tue, 14th Feb 2017
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uc
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digital transformation
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avaya
Avaya recently announced a new leadership team to drive product innovation in its research and development (R&D) centers across Pune and Bangalore.
Air NZ makes moves in AI technology with its very own chatbot
Wed, 8th Feb 2017
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cx
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martech
Air New Zealand introduces chatbot, Oscar, to provide personalised assistance and move away from traditional FAQ sections.
Slack launches attack against Microsoft with new product release
Wed, 1st Feb 2017
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microsoft
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collaboration
Slack are calling it one of their ‘most significant news announcements to date’, that will shape the future of work for teams and businesses.
IDC Philippines on DX, cybersecurity and hyper-disruptive marketplaces
Tue, 31st Jan 2017
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software development
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contact centre
IDC Philippines offers up its top predictions on major technology trends presenting opportunities and challenges to IT leaders in 2017 and beyond.
NZ energy retailer shifts into cloud after nine month migration
Tue, 31st Jan 2017
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migration
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datacentre infrastructure
It’s clear that digitisation is continuing its steady march onward, with another major Kiwi company migrating to the cloud.
TCN inks exclusive partnership with Japan-based reseller
Fri, 20th Jan 2017
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crm
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uc
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martech
TCN partners exclusively with Japan's ICXnet to market its cloud-based contact center suite, Platform 3.0, to domestic and multinational companies in Japan.
Avaya files for bankruptcy, looks for a new path
Fri, 20th Jan 2017
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uc
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network infrastructure
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sdn
Networking giant Avaya seeks revival with Chapter 11 filing, aiming to slash debt and refocus business strategy.
The chatbot comeback – is your business ready?
Thu, 19th Jan 2017
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martech
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ai agents
Despite being born in 2011, it has only been in the last couple of years that businesses have begun to realise how valuable chatbots could be.
Why becoming part of the ‘Republic of Digital’ will increase your profitability
Mon, 16th Jan 2017
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uc
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contact centre
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cognizant
The global impact of digital transformation is estimated at $20 trillion, creating the 'Republic of Digital' valued at $6.6 trillion.