Contact Centre stories - Page 53
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.
Zendesk fuses AI into customer services with Amazon Connect integration
Tue, 10th Dec 2019
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crm
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uc
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hyperscale
The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.
Understanding customer diversity key to omnichannel experience
Thu, 5th Dec 2019
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crm
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uc
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cx
Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.
Five predictions for AI and process automation in 2020
Wed, 4th Dec 2019
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uc
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data analytics
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martech
AI and RPA technologies will surge in 2020, transforming workflows, enhancing customer service, and reshaping data management and monetisation strategies.
SurveySparrow extends into Aus with JT's Cloud
Tue, 3rd Dec 2019
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crm
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uc
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fintech
It will be providing the entire suite of SurveySparrow products and services, including the chat surveys, offline app, and NPS surveys.
Survey: smart home tech needs to simplify
Mon, 2nd Dec 2019
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uc
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smart home
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contact centre
74% of consumers would return a smart home product due to installation difficulty, according to a new TechSee survey.
APAC DX threatened by lack of business alignment
Mon, 2nd Dec 2019
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uc
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digital transformation
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martech
APAC digital transformation efforts face significant hurdles, with misalignment between CIOs and IT teams threatening progress in AI and RPA integration.
InvoCare puts Protect and Grow strategy into action with Enablis
Wed, 27th Nov 2019
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uc
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partner programmes
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cloud services
InvoCare, the provider of funeral, cemetery, crematoria and related services has utilised Enablis to advance its 'Project and Grow' strategy.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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crm
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uc
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Why SD-WAN and cloud make a powerful combination
Mon, 25th Nov 2019
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uc
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network infrastructure
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sd-wan
Amid Australia's cloud computing boom, SD-WAN emerges as the key to optimising networks for mission-critical applications and ensuring reliable performance.
Nine reasons to launch an intelligent chatbot
Wed, 20th Nov 2019
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uc
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martech
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ai
Sophisticated virtual assistants can be created to help with anything from 24/7 customer service and conversational commerce to supporting business users.
Case study: Effective chatbot applications in enterprise environments
Wed, 20th Nov 2019
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uc
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martech
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rpa
AI-powered chatbots transform enterprise operations by automating onboarding, aiding new hires, and streamlining HR tasks, as rapidMATION's case studies reveal.
A new generation of chatbots: is your business ready?
Wed, 20th Nov 2019
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uc
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martech
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rpa
Intelligent chatbots combine the power of automation with the power of AI to offer a much richer range of services.
Asia shines at Frost & Sullivan Asia-Pacific Best Practices Awards
Wed, 20th Nov 2019
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uc
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healthtech
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contact centre
Award recipients have consistently demonstrated outstanding achievement and superior performance amidst the changing business landscape.
Adobe & Microsoft deepen integrations across Experience Cloud & Adobe Sign
Mon, 18th Nov 2019
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crm
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uc
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digital transformation
Adobe and Microsoft have teamed up to integrate several of the companies' popular products, to help accelerate customers' digital transformation efforts.
Natterbox launches solution to improve customer service efficiency
Thu, 14th Nov 2019
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crm
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uc
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martech
Freedom will transform agent performance, enabling Natterbox users to work from wherever they want on whatever device they want to work on.
Why supply chain companies should adopt cloud-based communications
Wed, 13th Nov 2019
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uc
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supply chain
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open source
Australia's GBP £97 billion supply chain industry is rapidly adopting cloud comms to enhance efficiency, cut costs, and stay competitive amid growing pressure.
Sennheiser fuses Microsoft Teams into newest wireless speaker
Wed, 13th Nov 2019
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uc
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digital entertainment
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microsoft
Sennheiser's latest office product brings Microsoft Teams capabilities to the forefront of workplace collaboration through audio.
Traditional research shifting to automation and AI
Tue, 12th Nov 2019
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uc
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martech
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it automation
New research indicates that 'a revolutionary approach' is required to meet demand for insight through automation, AI and big data.
Appian reveals organisations' DX triumphs & challenges
Mon, 11th Nov 2019
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uc
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digital transformation
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martech
Appian's survey unveils Asia Pacific firms' digital transformation hurdles, spotlighting cultural disconnects, speed of delivery, and AI preference over RPA.
Why VoIP solutions are the future of phone systems
Fri, 8th Nov 2019
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uc
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fibre
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voip
As New Zealand adopts Ultra-Fast Broadband, VoIP solutions, known for their cost-effectiveness and ease, are poised to revolutionise traditional phone systems.