Contact Centre stories - Page 60
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.
How AI benefits customer service
Mon, 25th Feb 2019
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crm
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uc
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martech
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Atlas Gentech snags Jabra distribution deal
Thu, 21st Feb 2019
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crm
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uc
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martech
Jabra appoints Atlas Gentech as its official New Zealand distributor for contact centre and enterprise audio products, boosting UC deployment capabilities.
'Digital twins' entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term 'digital twin' may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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uc
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mfa
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multi-cloud
As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.
50 million tonnes of e-waste: IT faces sustainability challenges
Mon, 18th Feb 2019
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uc
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clean technologies
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voip
As global e-waste hits 50 million tonnes annually, TCO Development's 'This is IT' campaign calls for sustainable practices in IT recycling to combat the crisis.
BMC adds IBM Cloud, Watson to Helix solution
Thu, 14th Feb 2019
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uc
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public cloud
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martech
BMC Helix with IBM Watson delivers cognitive insights across structured and unstructured federated knowledgebases.
Hyundai works with IBM to create a new blockchain-based platform
Thu, 14th Feb 2019
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uc
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blockchain
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martech
The network for commercial financing will supposedly provide participants with a single view of all the transactions happening in the network.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
Microsoft launches bot service for healthcare sector
Mon, 11th Feb 2019
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uc
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martech
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ai
Microsoft has unleashed a new healthcare bot that provides cloud-based conversational AI to help patients take healthcare into their own hands.
Plantronics and HP's new Teams conferencing solution
Fri, 8th Feb 2019
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uc
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hybrid & remote work
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hp
The solution for large and mid-sized rooms combines HP Elite Slice with Polycom Trio and EagleEye IV video conferencing.
The blurring line between online and physical retail
Thu, 7th Feb 2019
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crm
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uc
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cx
42% of Australian consumers have visited a store for the first time because of the enjoyable online digital experience the brand provided.
Ribbon named market share leader for session border controllers
Wed, 30th Jan 2019
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uc
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voip
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contact centre
According to IHS Markit, Ribbon has managed to see strong market share improvement in the growing enterprise session border controller market.
How an internal chatbot can streamline a business
Wed, 30th Jan 2019
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uc
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dr
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martech
Chatbots have typically been used for customer experience, but AvePoint ANZ believes employees should also benefit from their use.
70% of organisations to adopt AI by 2021 – still 'human' work though
Wed, 30th Jan 2019
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uc
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martech
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ai
Gartner says while there are obvious concerns for today's workforce, the massive rise of AI will be about augmentation, not total automation.
Cloud communications turns US$45b collaboration market on its head
Tue, 29th Jan 2019
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uc
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microsoft
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cisco
It comes as little surprise that cloud is continuing on its disruptive path – this time in the collaboration market.
Aussie SMB partners with Microsoft to launch AI solution
Fri, 25th Jan 2019
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uc
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martech
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ai
Australian tech firm LiveTiles partners with Microsoft to launch an Airline AI bot to streamline gate operations, aiming to boost customer service efficiency.
MNF Enterprise brings calling to MS Teams
Wed, 23rd Jan 2019
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uc
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microsoft
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voip
Businesses can now use Microsoft Teams for local and international phone calling from their computer or device.
Survey reveals CX disconnect is risky business
Wed, 23rd Jan 2019
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crm
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uc
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cx
Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.
8x8 appoints ANZ channel senior manager
Wed, 23rd Jan 2019
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uc
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avaya
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oracle
8x8 has appointed Steve Shaw as senior channel manager for ANZ, aiming to enhance regional partner collaborations and bolster cloud communications growth.
Avaya introduces private cloud delivery of its UCaaS solution
Wed, 23rd Jan 2019
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uc
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private cloud
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avaya
Avaya launches OneCloud ReadyNow, easing enterprise shift to cloud UCaaS/CCaaS with customised private solutions.