Contact Centre stories - Page 68
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.
Gartner says fertile ground for channel in CX tech
Thu, 22nd Feb 2018
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25% of organisations will use chatbots by 2020 and other predictions for CX tech by analysts at the Gartner Customer Experience Summit 2018 in Tokyo.
Cisco is doing it for themselves - new strategy's success
Fri, 16th Feb 2018
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Cisco has announced a successful quarter which, their CEO claims, reflects the success of their new global strategy.
Jetstar take their AI assistant global with Facebook Messenger
Thu, 15th Feb 2018
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digital signage
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Jess engages in over 250,000 cross-channel conversations per month and has managed over nine million conversations with Jetstar customers.
The future of contact centres - 4 key trends identified
Tue, 13th Feb 2018
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NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
LogMeIn takes aim at UCC market with $342 million acquisition
Fri, 9th Feb 2018
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The company will acquire UCaaS provider Jive Communications in a bid to bolster their collaboration portfolio.
Tearing down international borders with cloud-based communication
Fri, 9th Feb 2018
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martech
Companies with global aspirations face challenges in deploying effective communications infrastructure, but cloud-based platforms offer a solution.
Verifi arrives in ANZ ready to tackle Card Not Present fraud
Thu, 8th Feb 2018
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verifi
In addition to expanding into new markets, Verifi also launched a new chargeback and fraud mitigation service.
Startup uses chatbot to simplify global digital marketing
Thu, 8th Feb 2018
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MemePR's marketing platform uses artificial intelligence to connect working partners from all around the world with those in need of marketing service.
Full tech takeover not the answer for retail - analyst.
Wed, 7th Feb 2018
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A digital retail analyst says it is important to look at specific needs, rather than rushing into a completely digital solution.
Optus inks deal with NiceInContact to ramp up customer experience
Wed, 7th Feb 2018
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data analytics
Optus Business has expanded its long-standing relationship with NICE with the closing of a new, customer experience focused deal.
Cisco completes acquisition of BroadSoft
Wed, 7th Feb 2018
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Together, Cisco and BroadSoft aim to deliver a full suite of collaboration experiences to power the future of work.
To get ahead with AI, get started with augmented intelligence
Fri, 2nd Feb 2018
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AI is an extension of a human, not a substitute for it. Once we realise this fact, we can appreciate AI for what it truly is.
Why the future of customer experience is both human and machine
Fri, 2nd Feb 2018
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cx
Touchpoint's CEO says when it comes to customer experience don't believe the 'robot revolution' will happen overnight.
8x8 looking for new partners in ANZ due to product demand
Thu, 1st Feb 2018
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partner programmes
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8x8 are promoting their partnership programme in a bid to expand their channel partner ecosystem across Australia and New Zealand.
Bye bye bankruptcy: Avaya acquires contact centre as a service provider
Wed, 31st Jan 2018
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It was only late last year when Avaya was cleared of bankruptcy, but the communications vendor is wasting no time in growing its business.
Cybersecurity experts offer critical advice on eve of Data Protection Day
Sat, 27th Jan 2018
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data protection
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data privacy
The day is about raising awareness and promoting privacy and data protection - we have 5 experts providing insights, with GDPR a strong factor.
Exclusive interview: Chatbot 101 with Tim McNamara, founder of The Hut34 Project
Thu, 25th Jan 2018
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The Hut34 Project, founded by Tim McNamara and Peter Godbolt, aims to connect AI engines, IoT devices, and digital services.
Air New Zealand launching as a skill on Amazon Alexa
Mon, 22nd Jan 2018
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Air New Zealand is pioneering in Australasia with an Alexa skill, letting customers check flight statuses hands-free. It launches in early February.
Dell launches environmentally sustainable jewellery line
Wed, 17th Jan 2018
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Dell partners with actress Nikki Reed to launch a jewellery line using recycled gold from computer motherboards, blending sustainability with fashion.
75% using collaboration technologies: Polycom reveals key trends for 2018
Mon, 15th Jan 2018
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hybrid & remote work
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Polycom has revealed findings from its latest research that shows collaboration technologies to be transforming business in 2018.