Contact Centre stories - Page 83
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.
Spark blames Chorus as wild weather wreaks havoc
Fri, 1st Jul 2016
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uc
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chorus
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telco
Severe weather and Chorus network faults cause havoc for Spark users, leading to a significant surge in landline problems.
Microsoft ramps up indirect CSP channel with five new additions
Fri, 17th Jun 2016
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saas
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uc
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hybrid cloud
Microsoft has ramped up its local indirect cloud solution provider channel, adding more big name distributors to its list.
Queensland Govt investing $180 million into IT and digital innovation
Wed, 15th Jun 2016
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uc
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contact centre
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it budget
The Queensland Government's 2016 budget has introduced $180 million worth of a number of innovation and digital expansion benefits for businesses.
Avaya automates and streamlines AIDA's contact centre systems
Fri, 10th Jun 2016
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uc
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cx
Australian-based AIDA Group has chosen Avaya's contact centre technology in order to transform its call centre and customer experience processes.
3 reasons why telecom operators should store historical data right now
Wed, 8th Jun 2016
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uc
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data analytics
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martech
Big Data technologies, cloud services and price drops in storage disks have made it possible to store huge datasets.
APAC to lead global $194.5 billion VoIP services market
Wed, 1st Jun 2016
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uc
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voip
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contact centre
The global VoIP services market is set to reach $194.5bn by 2024, up from $85.9bn last year, Persistence Market Research predicts.
UCaaS provider makes a play in the ANZ marketplace
Wed, 25th May 2016
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uc
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contact centre
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market
Access4, the UCaaS provider, is entering the Australian market and will only sell its solution through channel partners.
Poor customer service costing Aussie businesses $11 billion a year
Wed, 25th May 2016
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crm
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uc
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cx
Aussie firms lose £11bn annually from shoddy service, with customer patience on the brink, NewVoiceMedia research reveals.
Quality Connex wins exclusive ANZ distribution rights for Vocalcom
Wed, 25th May 2016
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crm
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uc
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ddos
Quality Connex, a cloud software company based in Sydney, has signed an exclusive distribution agreement with Vocalcom.
Salesforce Community Cloud gathers market momentum
Tue, 24th May 2016
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uc
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data analytics
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martech
Salesforce's London World Tour attracts 15,000 attendees, biggest gathering of customers and partners outside of Dreamforce.
A happy customer: Conbrio solving problems with top-notch customer service
Mon, 23rd May 2016
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crm
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uc
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martech
Kiwi tech company Conbrio, known for stellar customer service, has streamlined operations for Telnet, a leading NZ contact centre since 1996.
Liquid Voice signs first NZ distie agreement with Cogent
Wed, 18th May 2016
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crm
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uc
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martech
Liquid Voice partners with Cogent for first New Zealand distribution agreement for call recording and quality management solutions.
Avaya focuses on Govt with new appointment
Mon, 16th May 2016
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uc
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avaya
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contact centre
Avaya appoints Peter Whitely as new account director for Federal Government in Australia to drive digital transformation.
The customer experience expectation gap
Mon, 16th May 2016
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crm
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uc
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cx
Last Monday afternoon, as I rode to JFK Airport en route to a conference, I realized that I’d left my travel credit card on my dresser.
Case study: How did Ultrafast Fibre solve their communication issues?
Fri, 13th May 2016
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uc
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digital signage
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displays & projectors
Ultrafast Fibre were trying to operate in a highly-competitive environment using a legacy phone system from the late 1990s - here's how they fixed it.
New SMS channel launched by Zendesk
Fri, 13th May 2016
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uc
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telco
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contact centre
A new offering allows businesses to connect via SMS to effectively communicate with increasingly mobile customers.
Rumour mill – New Zealand-based ISP about to fail
Wed, 4th May 2016
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uc
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contact centre
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trustpower
The IT industry loves a good gossip, and in recent weeks I have heard multiple times that a fairly sizeable ISP in NZ is close to failing.
Service providers a weak link in cybersecurity
Tue, 26th Apr 2016
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uc
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risk & compliance
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cybersecurity
Businesses that allow their service providers to access sensitive data are at risk of a cyberattack, warns consulting firm Protiviti.
Kiwi company FaceMe expands to the US with new partnership
Tue, 26th Apr 2016
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uc
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collaboration
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contact centre
FaceMe, the Kiwi video collaboration company, has teamed up with Pinnaca to enhance its global video portfolio.
Scammers targeting Government call centres
Thu, 21st Apr 2016
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uc
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email security
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cybersecurity
The warning comes after several Government contact centre operators received calls from overseas callers pestering them for information about staff.