Contact Centre stories - Page 66
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.
Verint named in second Gartner Magic Quadrant this year
Wed, 6th Jun 2018
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uc
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cx
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martech
Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.
Jabra sets NZ expansion in sights with new BDM
Wed, 30th May 2018
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uc
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jabra
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contact centre
The UC solutions provider has appointed an Auckland-based BDM with the intention of expanding their presence in the NZ channel.
CHANNEL SUCCESS: NEC taps Baycom as its best kiwi UC partner
Tue, 29th May 2018
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uc
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partner programmes
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contact centre
The recognition follows the establishment of NEC Australia's official partner program for New Zealand in 2017.
AWS adds new smart scheduling functionality to Alexa
Mon, 28th May 2018
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uc
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hyperscale
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public cloud
The 'Alexa Smart Scheduling Assistant' is designed to help users schedule 1:1 meetings with multiple participants.
Avaya named Leader in Contact Centre Infrastructure Magic Quadrant
Fri, 25th May 2018
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crm
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uc
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cx
Avaya has been recognized as a Leader in the 2018 Gartner Magic Quadrant for Contact Centre Infrastructure for the 17th time.
No - you don't need to replace all your infrastructure
Mon, 21st May 2018
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uc
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pc hardware
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contact centre
Facing end-of-life for your hardware? Interactive offers a no-upgrade-needed solution, ensuring continued support with rapid, local engineer response.
Microsoft perfects remote team collaboration with Surface Hub 2 launch
Mon, 21st May 2018
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uc
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hybrid & remote work
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microsoft
Microsoft unveils Surface Hub 2, revolutionising remote teamwork with a sleek 4K+ multi-touch display and cutting-edge collaboration tools.
Zendesk launches omnichannel suite for integrated customer experience
Mon, 21st May 2018
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crm
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uc
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cx
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
The AI difference: How chatbots gain and retain customers
Thu, 17th May 2018
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uc
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martech
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ai
Customers become emotionally invested and more loyal with brands that engage with them – but not all engagement methods are created equal.
Now you see me, now you don't: Security beyond the physical network
Wed, 16th May 2018
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uc
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vpns
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verizon
A big shift in the way people work means organisations can no longer rely on the same legacy security models they have been using to date.
Is your business ready to talk chatbots?
Mon, 14th May 2018
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uc
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digital signage
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hyperscale
Is your business ready for chatbots? CIOs must embrace these virtual assistants, with more than 50% of enterprises projected to invest heavily by 2021.
Supermicro reveals latest data centre and cloud solutions
Fri, 11th May 2018
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storage
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uc
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datacentre infrastructure
The result is up to 60% hardware acquisition cost savings, less power consumption and less e-waste during technology refresh cycles.
Progress enables developers to quickly add chatbots to apps
Thu, 10th May 2018
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uc
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martech
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ai
Progress unveils the first chatbot-specific UI components for Telerik and Kendo UI, streamlining chatbot integration for .NET and JavaScript developers.
Teleopti empowers workforce management software with AI
Wed, 9th May 2018
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uc
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ai
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software development
Teleopti unveils its AI-empowered workforce management software, enhancing WFM scheduling with machine learning to improve efficiency and personalise shifts.
5 IT vendors weigh in on budget announcement
Wed, 9th May 2018
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uc
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firewalls
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network infrastructure
Leaders from Ricoh Australia, WatchGuard Technologies, 8x8, LogRhythm, and Snowflake Computing give us their view on the recent budget.
A new AI-powered routing engine creates predictive customer experiences
Fri, 4th May 2018
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uc
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cx
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martech
Genesys unveils its AI-driven Predictive Routing engine at CX18, promising enhanced customer experiences, higher efficiency, and reduced costs for businesses.
Drive UC growth with comprehensive 'all-of-business' offerings
Sun, 22nd Apr 2018
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uc
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atlas gentech
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contact centre
Atlas Gentech offers a simple way for channel partners to boost the value of UC deployments, says GM North Chris Fair.
Rubicon Red announces Oracle PaaS and IaaS momentum
Thu, 19th Apr 2018
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uc
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paas
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martech
Rubicon Red sees growing demand for its Oracle PaaS and IaaS services, boasting new OPN specialisations and successful projects in various sectors.
BlueJeans UC approach leads to record sales growth
Thu, 19th Apr 2018
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uc
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hybrid & remote work
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microsoft
BlueJeans reports surge in growth, driven by top talent and strategic partnerships, boosting video conferencing.
IRD myIR site to shut down on Thursday for major system upgrades
Tue, 10th Apr 2018
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uc
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ird
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smb
myIR will be switched off from Thursday afternoon at 3pm until Tuesday, April 17 at 8am so the latest round of changes can be made.