Contact Centre stories - Page 75
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.
Why becoming part of the 'Republic of Digital' will increase your profitability
Mon, 16th Jan 2017
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uc
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contact centre
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cognizant
The global impact of digital transformation is estimated at $20 trillion, creating the 'Republic of Digital' valued at $6.6 trillion.
Expert insights: How you can keep up with the new connected customer
Thu, 29th Dec 2016
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crm
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uc
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cx
The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.
Avaya ups mid-market play with new IP Office Contact Center offering
Wed, 14th Dec 2016
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crm
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uc
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martech
Avaya is ramping up its mid-market push with a new version of its contact centre platform featuring significant report and installation enhancements.
Avaya boss talks rumours, buy-outs, bankruptcy and the future of Avaya
Tue, 13th Dec 2016
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uc
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avaya
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contact centre
Avaya International boss Nidal Abou-Ltaif tells customers and partners the vendor is bullish and confident as it continues to forge a new path.
Avaya crowns local partner and customer winners
Mon, 12th Dec 2016
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uc
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supply chain
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avaya
Australia's CCNA and Macquarie Bank have picked up key Avaya awards, with a slew of Asia Pacific partners and customers also claiming glory.
Photo gallery: Avaya engages partners and customers
Mon, 12th Dec 2016
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uc
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avaya
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contact centre
Local partners and customers turned out for Avaya Engage in Dubai last week, where transformation - including that of Avaya - was a key focus.
Aussie companies recycle e-waste for Waste Not, Want Not day
Fri, 9th Dec 2016
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uc
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clean technologies
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voip
Australian firms unite on 'Waste Not, Want Not' Day to recycle e-waste and champion sustainability in the workplace.
Procera Networks lands new major partner signing
Thu, 8th Dec 2016
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uc
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contact centre
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arrow ecs
Procera Networks and Arrow Systems Integration join forces to provide bundled analytics and network intelligence to the virtualisation market.
Xero debuts new partner program & chatbot powered advisory directory
Tue, 6th Dec 2016
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uc
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fintech
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martech
Xero launches its new partner program and advisory directory, connecting over 100,000 business advisors with small businesses.
Will 2017 be the year of internet comms and phone number security?
Tue, 6th Dec 2016
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uc
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martech
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cybersecurity
Enterprise communications are about to get bigger, broader and better in 2017 as the continuous drive towards innovation kicks up a notch.
Genesys expands business, swallows up Interactive Intelligence
Fri, 2nd Dec 2016
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uc
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cx
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martech
Genesys completes acquisition of call centre technology firm Interactive Intelligence, creating largest leader in customer experience.
Avaya & Tencent Cloud to develop 'open & secure' cloud communications ecosystem
Tue, 29th Nov 2016
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uc
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iaas
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cloud services
Avaya partners with Tencent Cloud to create a 'communications cloud ecosystem' for enterprise customers to launch cloud-based communications services.
Tech Project joins ALE channel, launches Enterprise Cloud
Mon, 28th Nov 2016
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uc
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alcatel-lucent enterprise
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contact centre
Queensland's Tech Project is serving up Alcatel Lucent Enterprise's OpenTouch Enterprise Cloud as ALE pushes its new consumption-based offerings.
HKT to build fiber 'super highway' to help Hong Kong become Asia's data center hub
Fri, 25th Nov 2016
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uc
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network infrastructure
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hyperscale
HKT is planning to build a super high capacity fiber optic cable linking the Tseung Kwan O Industrial Estate to Chai Wan in Hong Kong.
TechCollect calls for Australian companies to recycle e-waste
Fri, 25th Nov 2016
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uc
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clean technologies
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voip
TechCollect calls on Australian businesses to recycle their e-waste on 'Waste Not, Want Not' day, promoting sustainability.
New CSPs bulk up the Equinix Cloud Exchange in Australia
Fri, 25th Nov 2016
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uc
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hyperscale
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public cloud
Over 20 new Australian Cloud Service Providers (CSPs) are now offering direct connectivity to enterprises via the Equinix Cloud Exchange.
AU company transforms the way MSPs sell to SMBs
Wed, 23rd Nov 2016
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uc
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edge computing
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voip
It is becoming increasingly important for businesses to tailor their offerings to the needs of their partners - this company is setting an example.
The Top 9 communications tools for Salesforce
Tue, 22nd Nov 2016
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uc
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data analytics
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martech
Boost Salesforce connectivity with our definitive guide to the best comms tools from Dreamforce, featuring game-changing apps like eSignLive.
HPE spearheads innovative modern workspace tech
Mon, 21st Nov 2016
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uc
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voip
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contact centre
Hewlett Packard Enterprise has unveiled its new smart conference room service, built in collaboration with leading technology and service providers.
8x8 introduces its premium feature rich CCaaS product to AU and NZ
Mon, 21st Nov 2016
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crm
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uc
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martech
8x8 is a global organisation that recently opened up business in AU & NZ after experiencing strong demand in the area - find out what they offer here.