Contact Centre stories - Page 58
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.
Four key ways IoT can optimise the supply chain
Mon, 29th Apr 2019
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iot
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supply chain
Organisations must ensure they align IoT use with the overall strategy to ensure they deliver continuity and overall business growth.
IBM supports Lenovo Data Center Group with blockchain-powered customer service
Mon, 29th Apr 2019
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crm
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datacentre infrastructure
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
SIM swapping: What is it and should you be worried?
Mon, 29th Apr 2019
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iam
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cybersecurity
Due to the growing reliance on mobile phones, SIM swapping is increasingly targeted as a way to take over a victim's online accounts.
Tollring partners with Novum Networks for call analytics
Thu, 25th Apr 2019
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data analytics
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martech
Novum Networks has added the full complement of Tollring'siCall Suite cloud analytics to its product portfolio.
Avaya partners with Standard Chartered to deliver CX transformation
Wed, 24th Apr 2019
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data analytics
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fintech
Avaya and Standard Chartered partner to enhance customer experience through a multi-year transformation project.
Novum Networks & Tollring bring call analytics to APAC
Tue, 23rd Apr 2019
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data analytics
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martech
Australian firm Novum Networks teams with Tollring to offer powerful call analytics via iCall Suite in APAC, enhancing BroadSoft VoIP capabilities for users.
Veeam releases v3 of its MS Office backup solution
Fri, 19th Apr 2019
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virtualisation
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dr
One of Veeam's most popular solutions, Backup for Office 365, has been upgraded again with greater speed, security and analytics.
What to expect from the Surface Hub 2S
Fri, 19th Apr 2019
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digital signage
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displays
Microsoft has released details about the next iteration of the Surface Hub featuring mobility, reduced weight and a 85in version in the works.
Avaya extends AI integration with Google Cloud
Mon, 15th Apr 2019
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hyperscale
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public cloud
Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.
Google Cloud releases range of retail solutions
Fri, 12th Apr 2019
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crm
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hyperscale
The solutions aim to capture the growing trend of cloud in retail, offering solutions for eCommerce, inventory management, and more.
Logitech's new headset for open environments
Wed, 10th Apr 2019
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logitech
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headsets
The wireless headset features active noise cancellation (ANC) and is one of the first to include Qi wireless charging.
Ramco aims to drive payroll modernisation across ANZ
Wed, 10th Apr 2019
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data analytics
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martech
Ramco Systems gears up to modernise payroll for an ANZ telecom giant, digitising operations for 5,000 employees with advanced AI and compliance features.
Verizon to provide integrated connectivity for Microsoft Teams users
Mon, 8th Apr 2019
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microsoft
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verizon
Microsoft Teams is a unified communications platform that combines persistent workplace chat, video meetings, file storage and application integration.
Microsoft & Data#3 give at-risk youth a helping hand
Mon, 8th Apr 2019
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microsoft
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education, learning & training
Microsoft and Data#3 have teamed up with Melbourne City Mission to provide at-risk youth with cutting-edge tech training and employment-ready skills.
Mobile apps to have most impact on business success by 2020
Fri, 5th Apr 2019
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agentic ai
Mobile apps, poised to drive business success by 2020, will lead as user interactions expand across new modalities and devices, predicts Gartner.
Avaya and Nuance to deliver an AI-enhanced customer experience
Tue, 2nd Apr 2019
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martech
Avaya integrates conversational interfaces into its contact center solutions, improving self-service automation capabilities and customer experience.
How Mitsubishi Australia aim to build better customer relationships
Mon, 1st Apr 2019
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crm
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cx
Mitsubishi Motors Australia has chosen QPC's Genesys PureCloud to enhance their customer service capabilities.
Exclusive: How the channel can take advantage of cloud communications
Mon, 1st Apr 2019
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contact centre
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ingram micro
Ingram Micro NZ, 8x8 and Tradewinds discuss the state of cloud communications in ANZ and the channel opportunity it presents.
Adobe and Drift launch conversational experience for Marketo Engage
Fri, 29th Mar 2019
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martech
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agentic ai
By connecting target account lists with Drift, MarketoEngage customers will supposedly be able to target each website visitor with a chatbot.
ISPs take top honours at Genesys partner awards
Thu, 28th Mar 2019
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partner programmes
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open source
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.