Contact Centre stories - Page 73
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.
Virtual digital assistants to overtake world population by 2021
Tue, 23rd May 2017
#
uc
#
martech
#
ai
Ovum has released on the AI digital assistant market, revealing partnerships to be key differentiators in the years head.
Enterprise competition drags Optus revenue and profit down
Fri, 19th May 2017
#
uc
#
contact centre
#
optus
Optus has reported revenue and profit drops for the latest financial year as heightened competition in the enterprise market bites.
ServiceNow invests and acquires to make headway in automation
Fri, 19th May 2017
#
uc
#
martech
#
ai
ServiceNow has made a string of investments to enhance user experiences and process automation using virtual agent technologies across various workflows.
New product integration from Genesys to benefit cloud users - and partners
Thu, 18th May 2017
#
uc
#
cloud services
#
contact centre
Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Tata Communications reports healthy profit as data business grows
Tue, 16th May 2017
#
uc
#
contact centre
#
financial results
Tata Communications reported S$268.3 million in its latest financial results. A large part of that growth has come from its data business.
Insurance systems provider EIS partners with Microsoft Bot Framework
Fri, 12th May 2017
#
crm
#
uc
#
martech
The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.
The importance of integration in enterprise applications
Tue, 9th May 2017
#
uc
#
digital transformation
#
martech
Tech's evolution ushers in the era where seamless integration is vital for enterprise success; firms race to adapt.
EXCLUSIVE: Trends in the UC industry and how resellers can capitalise on them
Mon, 8th May 2017
#
uc
#
martech
#
ai
Recently we spoke with tech stalwart Randy McGraw on trends in the unified communications industry and just how the channel can capitalise on them.
Netscout: How to measure availability and performance of cloud apps
Mon, 1st May 2017
#
uc
#
apps
#
cloud services
Netscout champions proactive IT management, stressing the need for swift resolution to cloud app and VoIP delays to appease ever-impatient users.
Robotics: Turning simple chats into dynamic engagements
Wed, 26th Apr 2017
#
robots
#
uc
#
digital signage
20% of consumers prefer chat-based customer service, while 80% still want a live human typing on the other end.
Talend: The reality of the artificial intelligence revolution
Wed, 26th Apr 2017
#
robots
#
uc
#
martech
Talend's Jason Bissell demystifies AI, citing its growth in Asia and promising advancements in both daily life and scientific discovery.
Avaya unveils reorganisation plans
Mon, 24th Apr 2017
#
uc
#
avaya
#
contact centre
Avaya has revealed its plans for 'reorganisation' as the company in the aftermath of its January filing for Chapter 11 bankruptcy protection.
Cisco ends 2016 on top of collaboration market as Microsoft nips at heels
Mon, 3rd Apr 2017
#
uc
#
microsoft
#
cisco
Cisco ended 2016 top dog in the overall collaboration market, despite a sequential uptick in market share for Microsoft.
ANZ Bank to roll out voice biometrics for high value transactions
Mon, 3rd Apr 2017
#
uc
#
biometrics
#
contact centre
From mid-2017, ANZ customers will be able to use their voice to transfer more than $1000 through ANZ's mobile apps.
How low-code platforms enable digital transformation in ANZ banks
Wed, 29th Mar 2017
#
uc
#
digital transformation
#
fintech
Technology savvy customers across ANZ are demanding for technologies such as mobile commerce and the use of smartphones for banking transactions.
Could voice biometrics in contact centres be the next hot trend?
Wed, 22nd Mar 2017
#
crm
#
uc
#
data analytics
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
Help needed to convince local businesses of value of IoT for CX
Mon, 20th Mar 2017
#
uc
#
cx
#
martech
Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.
Genesys APAC Partner Conference – Dimension Data on top
Thu, 16th Mar 2017
#
uc
#
dimension data
#
contact centre
Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.
IoT adoption in Australia & New Zealand lagging behind rest of APAC
Wed, 15th Mar 2017
#
crm
#
uc
#
cx
Australia and New Zealand rank lowest in IoT-enabled customer experience maturity, according to a new report by Genesys.
RSL Queensland marks 100th anniversary with Microsoft tech transformation
Wed, 15th Mar 2017
#
uc
#
microsoft
#
voip
RSL Queensland celebrates 100th anniversary with Microsoft technology transformation, leveraging Azure, Office 365, Dynamics365 and Teams.