Contact Centre stories - Page 71
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.
Cortana is coming to Skype, hope you don't mind her watching
Wed, 11th Oct 2017
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uc
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ai
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microsoft
AI assistant Cortana joins Skype chats, promising seamless help - but will privacy concerns override convenience?.
How to restore customer loyalty after a data breach
Fri, 6th Oct 2017
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crm
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uc
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cx
Businesses must elevate their customer experience to regain trust after data breaches, with transparency and automation key to loyalty.
Avaya's midmarket platform surpasses 600,000 users
Tue, 3rd Oct 2017
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uc
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hybrid cloud
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microsoft
Avaya has hit a new milestone for its IP Office Platform after surpassing 600,000 systems issued to businesses and organisations around the world.
Lenovo transforms conference rooms with new device
Fri, 29th Sep 2017
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uc
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digital transformation
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microsoft
Lenovo has revealed its ThinkSmart Hub 500, a Skype Room Systems device, at Microsoft's Ignite conference in Orlando.
Microsoft unveils new 365, Dynamics and Azure features at Ignite
Tue, 26th Sep 2017
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virtualisation
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edutech
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uc
The company talked about it's aiming to enable customers to harness data, AI, hybrid and cloud technologies to evolve business process.
Learn to speak 30 different languages with virtual reality
Mon, 25th Sep 2017
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edutech
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gaming
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uc
ATi Studios launches MondlyVR, a language app that combines VR, voice chatbot and speech recognition to teach users languages in minutes.
Bot services market worth US$1,783.9m by 2022 – APAC the driver
Wed, 20th Sep 2017
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uc
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hyperscale
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public cloud
A new research report from MarketsandMarkets has forecast very positive times ahead for the bot services market, with APAC leading the way.
Microsoft rolls out guest access feature for Teams
Wed, 13th Sep 2017
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uc
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public cloud
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microsoft
The feature was designed with the principles of teamwork, security & compliance, and IT manageability in mind.
Victorian Government signs $200m deal to upgrade fines system
Fri, 8th Sep 2017
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uc
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partner programmes
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contact centre
Civica will undertake a major recruitment of existing employees to support the introduction of the Fines Reform Act and the new VIEW system.
Adobe and Microsoft expand cloud productivity partnership
Fri, 8th Sep 2017
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uc
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public cloud
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martech
Adobe Sign is now Microsoft's preferred e-signature solution; Microsoft Teams now preferred chat-based workspace across Adobe Cloud Services.
Exclusive: Frost & Sullivan talks AI, robo-advisors and frictionless shopping
Tue, 22nd Aug 2017
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uc
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martech
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ai
AI is here, right now. Frost & Sullivan ANZ head of research for DX Audrey William sits down to chat with us about how AI is changing business.
Cloud CX platform CXone now available in ANZ
Mon, 21st Aug 2017
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crm
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uc
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data analytics
NICE's CXone, a new cloud CX platform, launches in Australia and NZ, promising enhanced customer experience through smart tech integration.
Exclusive: Frost & Sullivan outlines the 'massive' AI opportunity for resellers
Mon, 21st Aug 2017
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uc
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martech
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supply chain
Local integrators and resellers are yet to fully capitalise on the AI opportunity - and it's a 'massive' opportunity says Frost & Sullivan.
Gartner hype cycle outlines the technologies for workforce digital dexterity
Mon, 21st Aug 2017
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uc
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digital signage
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data analytics
Augmented data discovery, personal analytics, conversational UI and virtual assistants - welcome to the digital workplace of the - near - future.
Two major BPOs form joint venture – open new delivery hub in Malaysia
Fri, 18th Aug 2017
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uc
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contact centre
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outsourcing
According to Everise the agreement with UBASE aligns two unique BPO companies to provide an unparalleled global service experience.
Avaya named as a 'Leader' in IDC UC&C global vendor report
Mon, 14th Aug 2017
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uc
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avaya
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contact centre
The report also offered advice to companies that are intending to implement, change or expand their UC&C environment.
Enterprise IoT 'mainstream' in Australia, as businesses embrace emerging tech
Thu, 3rd Aug 2017
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uc
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drones
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blockchain
IoT, AI, AR, blockchain - they're not technologies for the future for Australian businesses who are already embracing the new technologies.
Tech connects Skype users with non-Skype users - earns Microsoft certification
Thu, 3rd Aug 2017
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uc
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public cloud
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microsoft
Pexip Infinity Fusion allows Skype for Business meetings and calls to be joined by non-Skype users using video teleconferencing.
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Mon, 31st Jul 2017
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crm
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uc
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data analytics
Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.
Cloud infrastructure services skyrocket 47% - AI to be big future player
Fri, 28th Jul 2017
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saas
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uc
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semiconductors
The global cloud infrastructure services market continued its rampant growth in Q2 2017, surging 47 percent year-on-year to reach US$14 billion.