Contact Centre stories - Page 49
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.
OpenText boosts cloud capabilities with new update
Wed, 22nd Apr 2020
#
uc
#
data analytics
#
martech
OpenText enhances its cloud offerings with CE 20.2, featuring improved security, AI-powered analytics, and flexible cloud deployment options for businesses.
8x8 announces full integration with Jabra headsets
Wed, 22nd Apr 2020
#
uc
#
video conferencing
#
headsets
Users can answer, mute and disconnect calls directly from their Jabra headsets with no further actions required in 8x8 applications.
How Australian IT management can use external data to power internal AI tools
Wed, 22nd Apr 2020
#
uc
#
martech
#
ai
Australian IT MSPs can leverage external data to enhance AI tools, ensuring they stay competitive in the booming AI landscape despite low internal data volumes.
Corporations are failing to deal with e-waste responsibly - report
Tue, 21st Apr 2020
#
uc
#
clean technologies
#
voip
A new report by Blancco Technology Group reveals a major e-waste crisis, as 76% of end-of-life devices are not sanitised and reused despite CSR policies.
Avaya recognised for UC excellence by TMC
Tue, 21st Apr 2020
#
crm
#
uc
#
private cloud
Avaya's OneCloud ReadyNow has won the Unified Communications Excellence Award from TMC, honouring its innovative private cloud solutions for enterprises in ANZ.
NICE inContact expands access workforce engagement solution
Tue, 21st Apr 2020
#
crm
#
uc
#
data analytics
NICE inContact is offering its CXone@home solution for free for 60 days, providing workforce engagement and optimisation capabilities for remote workers.
Contact centre resiliency vital during COVID-19 crisis
Tue, 21st Apr 2020
#
crm
#
uc
#
martech
As COVID-19 strains Asia-Pacific B2C sectors, resilient contact centres become essential, says GlobalData. Experts highlight cloud and AI solutions.
How companies can use emerging CX technologies to improve customer retention
Mon, 20th Apr 2020
#
crm
#
uc
#
cx
Aussie firms adopt new CX tech amidst economic strain, seeking to prevent customer loss and enhance engagement.
Nuance utilises AI to solve contact centre woes
Fri, 17th Apr 2020
#
crm
#
uc
#
martech
Nuance has unveiled Voice-to-Agent, an AI-powered tool designed to alleviate the pressure on contact centres exacerbated by COVID-19 disruptions.
Vodafone NZ update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
#
uc
#
hybrid & remote work
#
voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
Kaspersky addresses remote security gaps with new tool
Thu, 16th Apr 2020
#
uc
#
hybrid & remote work
#
cybersecurity
Kaspersky unveils enhanced Endpoint Security Cloud to tackle remote work vulnerabilities, offering improved oversight on shadow IT and secure cloud services.
8x8 announces new video conferencing tool with emphasis on security
Thu, 16th Apr 2020
#
uc
#
open source
#
hybrid & remote work
8x8 has unveiled Video MeetingsPro, a security-focused video conferencing tool powered by Jitsi and hosted on Oracle Cloud, amidst rising remote work demands.
Futuresource: A look into the new world of communication hardware
Thu, 16th Apr 2020
#
uc
#
headsets
#
contact centre
Futuresource Consulting has released a detailed discussion of the way that the changing face of office communication is affecting the headset market.
.webp)
Jabra updates to Evolve2 with new headset range
Thu, 16th Apr 2020
#
uc
#
semiconductors
#
collaboration
The Evolve2 aims to meet the new requirements that organisations have since the Evolve range first hit the market in 2014.
Microsoft partners with Brisbane startup GO1 for Teams integration
Wed, 15th Apr 2020
#
edutech
#
uc
#
hybrid & remote work
Microsoft has partnered with Brisbane startup GO1 to launch the GO1 Microsoft Teams app, providing a seamless learning experience for users.
AI revenue in APAC to hit almost USD$30 billion by 2024 - report
Wed, 15th Apr 2020
#
uc
#
martech
#
ai
GlobalData has today revealed that the revenue of AI platforms will grow at a compound annual growth rate (CAGR) of 26.8% between 2019 and 2024.
Research: ANZ AI market to grow nearly 30% by 2024
Wed, 15th Apr 2020
#
uc
#
martech
#
ai
Analyst firm GlobalData says that revenue across APAC will grow to US$29.3 billion by the same year, driven by growing government acceptance.
Microsoft reveals new trends in remote working
Tue, 14th Apr 2020
#
uc
#
hybrid & remote work
#
microsoft
Microsoft reports a video call surge and a lean towards flexible work hours as remote working cements its place.
Improving contact centre performance during times of peak demand
Mon, 13th Apr 2020
#
crm
#
uc
#
data analytics
As virus-related uncertainty spreads, financial firms face surging calls to contact centres. Enhancing efficiency is vital to maintaining customer satisfaction.
Google Cloud launches COVID-19 rapid response programme
Thu, 9th Apr 2020
#
crm
#
uc
#
hyperscale
Google Cloud has launched a Rapid Response Virtual Agent tool to help organisations manage a surge in customer queries amid COVID-19.