Contact Centre stories - Page 46
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.
How cloud-based contact centres will ensure agents can work from anywhere
Fri, 17th Jul 2020
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crm
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uc
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cx
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
Citrix and Microsoft expand partnership to accelerate 'workplace of the future'
Thu, 16th Jul 2020
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virtualisation
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uc
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daas
Citrix and Microsoft to collaborate on flexible working solutions to meet the demands of the post-COVID workplace.
Microsoft spruces up Teams platform with several new features
Thu, 16th Jul 2020
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uc
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hybrid & remote work
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microsoft
A new set of features to help virtual interactions become more engaging as the world pivots towards a stronger combination of remote and in-office working.
Aussie-born telco services platform Carbon adds 100th partner
Wed, 15th Jul 2020
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uc
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paas
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iaas
It was built entirely in-house by Aussie Broadband's development team, who also developed the award-winning MyAussie app for residential customers.
OpenText expands on integration with Microsoft Teams
Mon, 13th Jul 2020
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uc
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microsoft
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opentext
OpenText integrates its Content Services solution with Microsoft Teams to enhance collaboration for remote workers.
Culture Amp announces new integrations with Microsoft Teams and Slack
Mon, 13th Jul 2020
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uc
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microsoft
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collaboration
Culture Amp integrates with Microsoft Teams and Slack to enhance remote work feedback. These tools aim to boost employee engagement and motivation.
Aryaka and 8x8 partner for UC over SD-WAN
Mon, 13th Jul 2020
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uc
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network infrastructure
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sd-wan
The expanded agreement will enable organisations to enhance cloud communications performance across the WAN for improved experience.
C9 Communications & MaxContact deploy contact centre solution for Thomas Direct
Fri, 10th Jul 2020
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crm
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uc
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martech
Thomas Direct previously had a 120-seat contact centre, however it found that its legacy technology wasn't able to scale with the business.
Rising to the contact centre security challenge in the era of COVID-19
Fri, 10th Jul 2020
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crm
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uc
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martech
Amid the COVID-19 pandemic, Australian contact centres are adopting remote working arrangements, but experts warn of increased cyber attack risks.
Poly announces new Trio device and new personal speaker
Mon, 6th Jul 2020
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uc
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hybrid & remote work
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plantronics
The Trio C60 smart conferencing device and the Calisto 5300 personal speaker are bot Teams-enabled out of the box.
Time to take responsibility: E-waste - a global crisis
Fri, 3rd Jul 2020
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uc
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clean technologies
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voip
e-Waste is the world's fastest-growing domestic waste stream, fueled by consumption rates of equipment, short life cycles, and few options for repair.
PB Tech onboards Access4 SMB UCaaS solution
Tue, 30th Jun 2020
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uc
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voip
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contact centre
The tech retailer expands its move into the business space with the solution designed for deployment of a basic UCaaS solution into small businesses.
Kiwis and Aussies among most concerned globally about data privacy
Mon, 29th Jun 2020
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uc
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data protection
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data privacy
New research from Genesys finds the two neighbours value their data privacy more than other regions - but, as always, there are key differences of opinions too.
Empired signs partnership with Pro AV Solutions for streamlined collaboration offering
Thu, 25th Jun 2020
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uc
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digital signage
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partner programmes
Empired has partnered with Pro AV Solutions to create dedicated collaboration spaces for organisations using Microsoft Teams.
Consumers turn to chatbots & online messaging as COVID-19 bites
Wed, 24th Jun 2020
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crm
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uc
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cx
Australians turn to chatbots and messaging apps like WhatsApp and Facebook Messenger for customer service as COVID-19 sparks an unprecedented surge in usage.
Things are getting personal with Microsoft Teams
Tue, 23rd Jun 2020
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uc
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microsoft
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voip
Microsoft Teams introduces new features to help users manage work and personal life, allowing seamless collaboration, sharing, and organisation.
Five tips to get security-ready for the future of remote work
Fri, 19th Jun 2020
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uc
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data protection
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hybrid & remote work
As remote work becomes permanent, companies struggle to keep data secure. Here are five crucial tips to bolster your cybersecurity defences now.
Oracle combines cloud automation with comms security in new solution
Thu, 18th Jun 2020
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uc
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cloud security
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it automation
Oracle's new AI-powered Communications Security Shield Cloud proactively shields enterprises from network threats, ensuring safer, real-time communications.
Vet CX chooses MaxContact to improve customer experience
Wed, 17th Jun 2020
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crm
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uc
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cx
Vet CX deploys MaxContact's cloud contact centre solution, reducing call costs by 35% and improving overall customer experience.
Expansion adds on-prem access to Acronis Cyber Protect solution
Tue, 16th Jun 2020
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malware
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uc
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cybersecurity
Acronis expands its Cyber Protect product to on-premise, enabling IT teams to test a new beta solution that addresses remote work cybersecurity needs.