Contact Centre stories - Page 56
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.
8x8 opens ANZ support centre, expands through acquisition
Mon, 22nd Jul 2019
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cloud services
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contact centre
8x8 has APAC in its sights as it opens a Sydney support centre for ANZ and acquires a Singaporean Comms-Platform-aaS provider.
Blue Prism acquires Thoughtonomy, develops new SaaS offering
Fri, 19th Jul 2019
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Blue Prism acquires Thoughtonomy to bolster automation and cloud offerings, aiming to transform enterprise productivity.
Microsoft releases progammes and tech for partners
Tue, 16th Jul 2019
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public cloud
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partner programmes
Microsoft invests in partner ecosystem with new technologies and programmes to advance partner engagement around cloud.
Contact centre market to see 14.6% CAGR over next five years
Fri, 12th Jul 2019
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The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
Tech/talent combo key to solving underemployment, says Verint
Thu, 11th Jul 2019
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IT and HR leaders must work more closely together to redefine the future workforce in order to keep the Aussie job market from collapsing.
Why 49% of employers aim to increase headcount – Hays
Thu, 11th Jul 2019
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devops
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apm
Technical skills have the highest impact on NZ organizations, with civil engineers and salespeople in high demand, according to Hays.
BitTitan introduces Microsoft Teams migration capabilities
Wed, 10th Jul 2019
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microsoft
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voip
BitTitan has added new capabilities to its cloud office migration solution to support the migration of the Microsoft Teams platform.
OutSystems launches new AI capabilities
Wed, 10th Jul 2019
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martech
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apm
OutSystems announced that it has added new artificial intelligence and machine learning capabilities to its leading low-code development platform.
Caution needed in AI implementation for ANZ businesses
Wed, 10th Jul 2019
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data analytics
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digital transformation
Australian and New Zealand businesses must proceed cautiously with AI implementations to avoid pitfalls seen globally, Deloitte advises good governance.
Aspect Software announces workforce management offering for Azure
Tue, 9th Jul 2019
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public cloud
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healthtech
Companies have unique requirements for deployability and migration, driven by security, privacy, regulatory and other internal factors.
Interview: TAL Australia's journey to successful CRM
Mon, 8th Jul 2019
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cx
At Adobe Symposium last week, TechDay chatted to TAL Australia's head of customer relationship management, Mike Nixon.
Video conferencing: How to make interviewing less awkward
Fri, 5th Jul 2019
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video conferencing
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voip
Candidates still prefer face-to-face job interviews, finding them less awkward than video interviews, according to a BBC report.
Ambit accelerates expansion in Australia with Sydney office launch
Thu, 4th Jul 2019
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martech
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Ambit has opened its first Australian office in Sydney, with CEO Josh Comrie relocating to lead the expansion following an NZD $1.75M capital raise.
Freshworks expands local product hosting on Sydney data centre
Wed, 3rd Jul 2019
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hyperscale
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Launched in January last year, the Sydney data centre already hosts the popular Freshdesk and Freshservice products.
New Poly device combines content sharing and video conferencing
Tue, 2nd Jul 2019
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hybrid & remote work
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healthtech
The G5700 for mid to large conference rooms integrates the sharing of digital content with audio and video conference features in a single device.
IDC names Cognizant Leader for AI services
Tue, 2nd Jul 2019
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martech
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ai
The MarketScape report praises the company's high-touch customer service approach, value for fee paid, and broad range of AI services and platforms.
How EdgeVerve aims to redefine the contact centre experience
Thu, 27th Jun 2019
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cx
According to CCW Digital research, only 18% of customers are 'very satisfied' with their typical customer service experiences.
Blue Prism announces acquisition of intelligent automation company
Wed, 26th Jun 2019
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it automation
Blue Prism announces plans to acquire Thoughtonomy, aiming to enhance its cloud strategy and provide more robust intelligent automation solutions globally.
Businesses wasting money on SIP channels, says Virsae
Wed, 26th Jun 2019
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voip
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telephony
Analysis reveals a growing penchant for super-sized SIP trunk groups, indicating a degree of channel over-subscription that leads to associated cost increases.
Amadeus announces travel application on Salesforce AppExchange
Tue, 25th Jun 2019
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data analytics
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martech
Amadeus launches a service optimiser app on Salesforce AppExchange, revolutionising how airlines connect with customers, partners, and employees.