Contact Centre stories - Page 59
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.
Why Aussie banks should prioritise data security
Wed, 27th Mar 2019
#
uc
#
unisys
#
contact centre
New research reveals that Australian bank customers rank data security as the issue that matters to them most.
8x8 launches X series contact centre cloud solution in ANZ
Tue, 26th Mar 2019
#
crm
#
uc
#
martech
8x8 launches cloud-based communications platform, X Series, in Australia and New Zealand to transform customer and employee experiences.
Gartner: AI to reduce project management workload
Mon, 25th Mar 2019
#
uc
#
devops
#
martech
By 2030, AI is expected to eliminate 80% of today's project management tasks, revolutionising the field by enhancing data collection, tracking, and reporting.
Microsoft Teams' eight new and upcoming features
Mon, 25th Mar 2019
#
uc
#
dlp
#
microsoft
After taking Best in Show at Enterprise Connect, Microsoft Teams will be seeing eight new capabilities over 2019.
Nuance biometrics fight back against fraud
Mon, 25th Mar 2019
#
uc
#
biometrics
#
contact centre
Nuance Communications claims its biometric technology has thwarted over USD $1 billion in fraud, as fraud attacks via contact centres rise sharply.
Zoom's new Rooms and Meetings features
Thu, 21st Mar 2019
#
uc
#
video conferencing
#
voip
Zoom introduces new hardware and software integrations for Zoom Rooms and Zoom Meetings, enhancing video solutions and communication tools for businesses.
Avaya expands integration with Google Cloud AI
Thu, 21st Mar 2019
#
crm
#
uc
#
hyperscale
This includes embedding Google's machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Silver Peak solution thwarts VoIP call dropouts
Wed, 20th Mar 2019
#
uc
#
network infrastructure
#
sd-wan
Silver Peak's Unity EdgeConnect solution significantly reduces VoIP call dropouts, ensuring high-quality communications even over consumer-grade broadband.
VoiP new-comer upgraded and ready to take on NZ
Tue, 19th Mar 2019
#
uc
#
hyperscale
#
dc
UFONE is an Auckland-based VoIP provider that has just completed a massive upgrade of its back-end and is ready to take on the market.
8x8 announces Google Cloud contact centre AI integration
Wed, 13th Mar 2019
#
crm
#
uc
#
martech
8x8 integrates its contact centre with Google Cloud's contact centre AI to improve customer service and productivity.
Hire company deepens equipment visibility with IoT
Mon, 11th Mar 2019
#
uc
#
spacetech
#
public cloud
Kennards Hire has worked with Microsoft to develop an intelligent edge IoT system that will allow detailed monitoring and reporting across their assets.
How companies deploy AI to enhance the customer journey
Mon, 11th Mar 2019
#
uc
#
martech
#
ai
Customer-centric brands using advanced AI benefit from increased efficiency, loyalty, and revenue, according to a report sponsored by Genesys.
Nuance aims to reinvent agent AI for the contact centre
Thu, 7th Mar 2019
#
uc
#
ai
#
contact centre
Nuance Communications unveils a new technology bundle to revamp Agent AI, merging human agents and AI for an enhanced customer experience in contact centres.
Optus Business to offer Cisco Meraki managed cloud networking
Thu, 7th Mar 2019
#
uc
#
partner programmes
#
cisco
Cisco and Optus Business extend partnership to deliver managed cloud networking support through Cisco's Meraki system.
Cisco Live Melbourne: 'Building the bridge to possible'
Wed, 6th Mar 2019
#
uc
#
network infrastructure
#
digital transformation
This week Cisco is building 'the bridge to possible' to more than 8000 people expected to attend the Cisco Live 2019 conference in Melbourne.
8x8 bolsters ANZ channel momentum with four new hires
Wed, 6th Mar 2019
#
uc
#
partner programmes
#
contact centre
8x8 strengthens its cloud communications presence in Australia and New Zealand with four new hires to boost support for resellers and channel partners.
Optus Business to offer UC platform powered by Cisco
Wed, 6th Mar 2019
#
uc
#
cisco
#
contact centre
Optus is currently the first and only tier one telco in Australia to deploy the BroadCloud platform as a complete cloud-based solution.
Why 87% of APAC SMBs are moving to the cloud
Wed, 27th Feb 2019
#
uc
#
open source
#
cloud services
A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.
Can UCaaS services eliminate the need for investment in infrastructure?
Tue, 26th Feb 2019
#
uc
#
datacentre infrastructure
#
hyperscale
UCaaS is one of the fastest growing markets and is experiencing extensive pressure to evolve and keep up with the latest collaboration trends.
Ribbon's Microsoft-certified SBC powers Pure IP's new direct routing offer
Mon, 25th Feb 2019
#
uc
#
supply chain
#
microsoft
Pure IP has added the SBC 5400 to its suite of Ribbon products in order to offer Microsoft Direct Routing to its enterprise customers.