Contact Centre stories - Page 44
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.
Forrester Research highlights top cloud contact centre solution
Mon, 31st Aug 2020
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crm
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data analytics
NICE inContact's CXone has been ranked top for cloud contact centre solutions by Forrester Research, excelling in current offering and strategy categories.
Genesys and Adobe partner up to deliver CX integration
Fri, 28th Aug 2020
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crm
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uc
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cx
Genesys partners with Adobe to break down siloes between marketing and service, aiming to provide more personalised customer engagement.
Hands-on Review: EPOS Sennheiser Adapt 560 BT ANC enterprise headset
Fri, 28th Aug 2020
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gaming
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uc
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digital entertainment
The headset is Microsoft Teams certified, and it performed very well during the remote launch, with voices crisp and clear.
IDC: Worldwide spending on AI to double over next four years
Thu, 27th Aug 2020
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uc
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martech
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supply chain
Global spending on artificial intelligence (AI) is set to double by 2024, reaching $110 billion, according to research firm IDC.
The place of AI in the future of B2B eCommerce
Wed, 26th Aug 2020
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uc
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martech
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commerce systems
COVID-19 has accelerated the shift to digital B2B commerce, requiring sellers to virtualize their role and utilize AI for personalized experiences.
GoTo & Microsoft Teams: A winning collaboration
Wed, 26th Aug 2020
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uc
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martech
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agentic ai
Every tool has a purpose, and with the latest integration users can now maximise productivity by choosing the right meeting solution for the task at hand.
RealWear expands ANZ reach with VExpress
Wed, 26th Aug 2020
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uc
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iot
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iiot
RealWear provides a purpose-built hands-free wearable device that can be used in extremely noisy industrial environments.
D2L integrates Microsoft Teams into education training platform
Tue, 25th Aug 2020
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edutech
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uc
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microsoft
D2L's Brightspace learning management system will offer deeper integration with Microsoft Teams for online education and training.
GlobalData: Supply chains and the digital revolution
Tue, 25th Aug 2020
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robots
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uc
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data analytics
Companies are leveraging digital technologies in the supply chain to create new disruptive product offerings, services and business models.
Talk up a storm through Microsoft Teams with 2talk
Mon, 24th Aug 2020
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uc
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microsoft
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voip
One local provider of Teams solutions is 2talk. The company provides a Microsoft Teams Direct Routing solution called DirectoR.
Hero Internet brings Microsoft Teams calling to every NZ business
Mon, 24th Aug 2020
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uc
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microsoft
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cloud services
As New Zealand businesses adapt to remote working, Hero Internet offers Microsoft Teams calling for all, promising a seamless and cost-effective transition.
The ultimate integration - Microsoft Teams and the office phone
Mon, 24th Aug 2020
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uc
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microsoft
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voip
Lightwire Business offers a Teams Calling solution that scales without the per-user charge model, making it more cost-effective for businesses.
The limitations of Microsoft Teams telephony - and the solution
Mon, 24th Aug 2020
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crm
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uc
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martech
8x8's Voice for Microsoft Teams fills gaps in the remote collaboration tool, offering expanded international calling plans, CRM integration, and more.
Securing work-from-anywhere contact centres
Thu, 20th Aug 2020
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crm
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uc
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data analytics
Contact centres must address data security, control and compliance, and application security as they embrace a future of work from anywhere.
Avaya appoints new managing director for ANZ, refines channel program
Thu, 20th Aug 2020
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uc
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multi-cloud
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partner programmes
Vatcher, a former Optus VP, will be responsible for expanding the market presence for Avaya's cloud, remote work and employee experience technologies.
Q&A: UiPath's Andrew Phillips decodes RPA for the modern business
Wed, 19th Aug 2020
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uc
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it automation
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rpa
Robotic process automation (RPA) is simplifying organizations' manual processes through digitization and automation, according to UiPath ANZ VP Andrew Phillips.
Genesys launches multi-cloud architecture for contact centres
Wed, 19th Aug 2020
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crm
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uc
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public cloud
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
Innovating legal: Why now & how intelligent automation can help
Wed, 19th Aug 2020
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uc
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martech
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rpa
A wave of innovation is impacting every aspect of the legal profession, as the sector becomes more client-centred and future-focused.
Why 48% of businesses will increase their investment in RPA
Wed, 19th Aug 2020
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uc
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martech
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it automation
The pandemic has accelerated digital transformation, with businesses investing in automation to cut costs and increase efficiency, says new research.
The case for cloud-based business phone systems
Tue, 18th Aug 2020
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uc
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collaboration
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voip
With the pandemic overhauling the means of business communication and collaboration, the time has come to consider Voice over Internet Protocol (VoIP) systems.