Contact Centre stories - Page 36
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.
Zoho's CRM app Bigin a hit with small businesses during pandemic
Thu, 24th Jun 2021
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martech
Zoho's CRM platform Bigin has gained over 7,500 customers in under a year, achieving a 40% quarterly revenue increase.
Appier acquires AI-powered chatbot platform BotBonnie
Wed, 23rd Jun 2021
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crm
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martech
Appier acquires omnichannel chatbot platform BotBonnie to enhance its marketing offerings and expand customer base.
Microsoft unveils new innovations in Teams designed to empower hybrid work
Tue, 22nd Jun 2021
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hybrid & remote work
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Microsoft introduces new innovations in Teams and Viva to enhance hybrid work, including improved meeting experiences and new video layouts.
Poly ANZ explores hybrid working and how to provide equality of experience
Tue, 22nd Jun 2021
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uc
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hybrid & remote work
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voip
Many businesses are on a journey to understanding how they can best provide and manage a hybrid workplace for their employees.
Help desk responsibilities increase with advances in AI, cybersecurity, remote working, and cloud computing
Fri, 18th Jun 2021
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CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.
Migrating to the cloud? First, find the right tool
Wed, 16th Jun 2021
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uc
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contact centre
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bittitan
Moving to the cloud is complex. Choosing the right cloud migration tool can save organisations time, effort and money.
LogMeIn has added new features to its contact centre platform to help retain customers
Fri, 11th Jun 2021
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martech
LogMeIn has announced a new contact centre outbound calling solution for GoToConnect, aimed at sales organisations and expanded inbound capabilities.
Proofpoint delivers advanced data loss prevention for Microsoft Teams
Mon, 7th Jun 2021
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partner programmes
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casb
Proofpoint has become a certified data loss prevention partner for Microsoft Teams, allowing for real-time data security and compliance.
Security issues persist as organisations struggle to manage data and cloud
Thu, 3rd Jun 2021
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malware
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dr
More than four fifths of businesses remain concerned about the security risks of remote working, according to a report by Thales.
Choosing the optimal SaaS backup solution
Mon, 31st May 2021
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saas
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cloud services
Enterprises are neglecting security measures for their cloud data, leading to an increase in SaaS attacks and data exploitation, warns new research.
8x8 unveils Experience Communications as a Service to help organisations meet new work requirements
Fri, 28th May 2021
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martech
8x8 introduces Experience Communications as a Service (XCaaS; merging UCaaS and CCaaS to enhance employee and customer experiences.
Customer service vital to long term success for Australian telcos
Thu, 27th May 2021
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crm
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martech
Customer loyalty is at stake as telcos fail to deliver adequate service, prompting organisations to adapt or fail to gain a competitive advantage.
Dialpad expands Australian channel leadership team
Tue, 25th May 2021
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uc
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partner programmes
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contact centre
The new team leads will support Dialpad's national channel program and assist with partner enablement and growth.
Poor service quality costing companies significant revenue
Fri, 21st May 2021
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cx
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.
AVer launches new video conferencing camera & accessory range
Thu, 20th May 2021
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e-learning
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hybrid & remote work
The range includes a camera designed especially for distance learning, as well as four USB plug-and-play cameras, and a collaboration controller panel.
Interview: The intersection of technology and infrastructure amidst COVID-19
Tue, 18th May 2021
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uc
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digital transformation
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software development
TechDay spoke to Bentley Systems executives Mark Coates and Phil Christensen, who discuss how technology has changed within the infrastructure industry.
Skykick announces upgrade to address over 2000 hours of lost time for ITSPs
Fri, 14th May 2021
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uc
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microsoft
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cloud services
Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.
Why continuous digital transformation should be top of mind for government agencies
Fri, 14th May 2021
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uc
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digital transformation
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voip
Australian government accelerates digital transformation efforts, embracing cloud-based platforms & continuous transformation strategy.
New Bluetooth headsets announced by Poly
Wed, 12th May 2021
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hybrid & remote work
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microsoft
Poly introduces new Voyager Focus 2 headsets with next-gen Acoustic Fence tech and Digital Hybrid ANC. Designed to reduce distractions while working.
Dicker Data secures distribution rights for Zoom across ANZ
Wed, 12th May 2021
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uc
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dicker data
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voip
The partnership extends the Zoom product range to all IT resellers, and also expands Dicker Data's professional AV portfolio.