Contact Centre stories - Page 69
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.
The new normal: Robots, hyper-collaboration and smart meetings
Fri, 12th Jan 2018
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uc
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hybrid & remote work
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cloud services
With 75% of employees using collaboration tech, Polycom's research forecasts an exponential growth in smart meetings, cloud integration, and AI-driven tools.
Genesys appoints Tony Winterbottom to lead its government division
Fri, 12th Jan 2018
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crm
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uc
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cx
The former Teradata executive will help the customer experience provider grow its presence within the ANZ public sector.
Exclusive interview: Chatbot 101 with Tim McNamara, founder of Hut34
Thu, 11th Jan 2018
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uc
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crypto
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blockchain
Tim McNamara, founder of Hut34, shares insights on chatbots, IoT integration, and tackling Australia's blockchain talent drought in our exclusive interview.
Kiwi institution picks up major Australian Govt. contract
Wed, 10th Jan 2018
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crm
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uc
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martech
Datacom has secured a three-year contract with the Australian Department of Home Affairs to provide client inquiry services.
How to regain customers' trust after a CX failure
Tue, 9th Jan 2018
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crm
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uc
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cx
After a year rife with Customer Experience (CX) failures, Australian companies must repair consumer trust through transparency and reliable service delivery.
Polycom announces acquisition of Obihai Technology
Mon, 8th Jan 2018
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uc
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hybrid & remote work
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voip
The combination is expected to expand the markets available to Polycom solutions for its worldwide network of channel partners.
5 predictions for 2018 from channel insiders
Thu, 14th Dec 2017
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virtualisation
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uc
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trends & predictions
ChannelLife has gathered information from several insiders and come up with five predictions for the ANZ channel in 2018.
Only 20% of e-waste is recycled - and this needs to change, says United Nations
Thu, 14th Dec 2017
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uc
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clean technologies
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voip
A new report reveals that e-waste is a growing crisis, with 44.7 million metric tonnes generated in 2016, and a further increase predicted for 2021.
Businesses MUST prepare: World's cybersecurity big guns forecast 2018
Mon, 11th Dec 2017
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malware
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uc
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ransomware
What will 2018 bring? We've brought together a line-up of cybersecurity heavyweights to provide their opinions on various topics for the year ahead.
Canberra Data Centres, NextDC, Datacom...Frost & Sullivan names Australia's top companies
Fri, 8th Dec 2017
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uc
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ddos
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digital transformation
One of the big winners of the night was Metronode, who was named Australia's Data Center Service Provider of The Year.
AI causing consumer concern about data privacy: 61% say govt should take action
Fri, 8th Dec 2017
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uc
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data protection
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martech
Artificial intelligence is causing concern among consumers worldwide because it could potentially infringe on their privacy.
Five core principles for developing AI for business
Mon, 4th Dec 2017
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uc
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martech
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ai
Kriti Sharma, Sage VP of bots and AI talks about the fundamentals of AI today and where it's headed in the future.
Microsoft teams up with TomTom to launch Azure Location Based Services
Fri, 1st Dec 2017
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uc
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public cloud
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iot
Microsoft is launching a new Azure service that aims to meet the geospatial needs enterprise customers that use location data.
Frost & Sullivan names Indonesia's top data center service provider
Thu, 30th Nov 2017
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uc
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contact centre
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colliers
Frost - Sullivan honours top Indonesian companies for leadership, innovation, customer service and product development.
Interview: zipMoney on disrupting the consumer credit market & that $40m Westpac investment
Thu, 30th Nov 2017
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uc
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martech
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commerce systems
They knew that Australian consumers were unhappy with credit cards and other debt facilities - especially millennials.
New AWS features make machine learning more accessible to developers
Thu, 30th Nov 2017
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uc
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hyperscale
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public cloud
Amazon SageMaker makes it easy to build, train, and deploy machine learning models, removing the heavy lifting and guesswork from the process.
Dell Technologies: 2018 will be the year of the mega cloud
Wed, 29th Nov 2017
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robots
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uc
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network infrastructure
Dell Technologies predicts a strong focus on human-machine partnership as one of the key trends in the technology market for 2018.
Kiwi brands need to step up their game when it comes to digital experience
Wed, 29th Nov 2017
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crm
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uc
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martech
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Interview: Humans vs. Machines - the importance of knowing who is better at what
Tue, 28th Nov 2017
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uc
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hybrid cloud
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data analytics
Qlik's Josh Good discusses blending human intuition with AI for better data analytics in an exclusive interview.
Contact centre software company wins four major contracts
Thu, 23rd Nov 2017
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crm
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uc
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martech
PureCloud is built on a microservices framework that delivers customer engagement and employee collaboration functionality.