Contact Centre stories - Page 43
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.
Workers want robots, not people, to help manage COVID-19 stress - study
Fri, 9th Oct 2020
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uc
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martech
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hcm
COVID-19 has made 2020 the most stressful year for workers, who are increasingly turning to robots for support, says study.
Blue Prism launches Service Assist to empower contact centres
Fri, 9th Oct 2020
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crm
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uc
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martech
Blue Prism introduces Service Assist, a new tool set to enhance call centre efficiency and customer satisfaction through automation and real-time insights.
The growing need for a dual focus with enterprise connectivity
Wed, 7th Oct 2020
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uc
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chorus
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fibre
COVID-19 has highlighted the need for reliable enterprise networks to accommodate remote access, with Chorus offering connectivity solutions for businesses.
Microsoft Surface: All-new Laptop Go, plus Pro X gets update
Mon, 5th Oct 2020
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uc
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microsoft
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voip
The new Surface Laptop Go aims for affordability, the Pro X makes the most of Microsoft's custom processor – plus four new accessories.
Internet speed is not why your video meeting is slow
Thu, 1st Oct 2020
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uc
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microsoft
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voip
It's time to stop confusing performance and latency, writes ThousandEyes principal solutions architect Mike Hicks.
Transform your home office tech to look and sound like a pro
Wed, 30th Sep 2020
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uc
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smart home
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digital entertainment
Boost your home office with pro-grade tech! Discover AVerMedia's Live Streamer CAM 313 and AM310 USB Microphone, both available for AU$149 each.
BlueJeans adds cloud video interop for Microsoft Teams
Mon, 28th Sep 2020
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uc
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microsoft
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video conferencing
With increased support for the hybrid workforce, the latest updates are designed to help organisations plan back-to-office strategies.
Microsoft to launch cloud service for healthcare firms
Mon, 28th Sep 2020
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uc
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healthtech
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microsoft
Microsoft is launching a dedicated cloud service for healthcare, aiming to improve connectedness for healthcare firms and patients.
2020 has profoundly changed how we work – so what now?
Fri, 25th Sep 2020
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uc
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network infrastructure
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digital transformation
To navigate these changes now and into the future we need to build adaptable technologies and resilient workforces that can adjust on the fly.
ServiceNow extends Microsoft partnership with new Teams functionality
Fri, 25th Sep 2020
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uc
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hybrid & remote work
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microsoft
ServiceNow has extended its partnership with Microsoft to enhance the integration with Teams and improve employee experiences.
Aussie businesses turn to financial automation during time of economy uncertainty
Fri, 25th Sep 2020
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uc
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data analytics
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planning
3 in 5 Australian businesses plan to invest in analytics to automate credit decisioning, according to Experian's Global Insights Report.
New AI speech technology for contact centres lands in ANZ
Wed, 23rd Sep 2020
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crm
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uc
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hyperscale
The contact centre enhancement, Oration, combines an artificial intelligence language interpreter with advanced speech recognition.
OpenIQ brings MaxContact contact centre solution to Oz
Mon, 21st Sep 2020
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crm
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uc
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martech
The combination will help Australian telephony vendors and resellers make an easy and cost-effective transition to cloud telephony.
APAC network-attached storage revenue to reach $8.9 billion
Fri, 18th Sep 2020
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storage
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uc
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data analytics
Network attached storage has emerged as a viable alternative to the traditional storage mechanism in the Asia Pacific.
AI in the finance sector - and how it will revolutionise banking
Wed, 16th Sep 2020
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uc
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fintech
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martech
Resilience is key for businesses during COVID-19. The importance of digital transformation and AI in banking is highlighted in this report.
Acronis announces new security endpoint solution
Fri, 11th Sep 2020
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malware
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uc
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ddos
Acronis launches new integrated solution, Acronis Cyber Protect 15, combining data protection and cybersecurity.
2talk provides SIP services that put your business in charge
Mon, 7th Sep 2020
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uc
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voip
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2talk
2talk is a provider that is committed to providing solutions to small and medium enterprises in Australia and New Zealand.
Unity4 and Daisee partner to automate CX quality management
Mon, 31st Aug 2020
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crm
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uc
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cx
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
How AI can ease workplace distraction & increase productivity
Mon, 31st Aug 2020
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virtualisation
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uc
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daas
Distractions are a major barrier to productivity, with research suggesting people are distracted more than 400 times a day. Technology can help.
Headset shipments on the rise, driven by cloud and remote working trends
Mon, 31st Aug 2020
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uc
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headsets
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contact centre
Professional headset shipments are expected to soar worldwide due to the rise of cloud meeting services, says Frost - Sullivan.