Contact Centre stories - Page 77
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.
What does today's customer want? New study finds experience in ANZ is getting worse
Thu, 22nd Sep 2016
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crm
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cx
You'd think that over time, we'd start getting better at the things we do. Apparently, that's not the case for customer experience.
Genesys announces its new Microsoft status
Wed, 21st Sep 2016
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uc
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cx
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martech
Genesys becomes a Microsoft Gold Partner, strengthening their collaboration & providing customers with more value.
Singtel and Optus Business extend ANZ contract
Mon, 19th Sep 2016
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uc
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contact centre
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optus
Singtel and Optus Business extend managed services deal with ANZ for four more years. #ICT #partnership #financialservices.
Empired set to drive Royal Automotive Association's digital transformation
Wed, 14th Sep 2016
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uc
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digital transformation
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public cloud
Driving transformation has a whole new meaning to the Royal Automobile Association (RAA) of South Australia, as the company partners with Empired.
Australian not-for-profit digitally transforms for client security
Tue, 6th Sep 2016
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uc
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converged infrastructure
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avaya
The Nutanix platform was put in place to securely enable Avaya contact centre and video conferencing - a key component of its digital strategy.
Microsoft APC Day 1 highlights: Don't be a passenger
Tue, 6th Sep 2016
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uc
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data analytics
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digital transformation
The Microsoft Australia Partner Conference 2016 gets underway with keynotes emphasizing the importance of defining your own future.
APC 2016 Day 1: Opportunities abound says Microsoft
Tue, 6th Sep 2016
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uc
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data analytics
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software development
Microsoft has told its Australian partners there are 'absolutely stunning' opportunities ahead and outlined new multi-billion dollar opportunities.
New partnership looks to expand global VoIP presence
Wed, 31st Aug 2016
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uc
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hyperscale
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dc
Telnyx partners with Equinix to expand VoIP platform to Europe and Asia, improving network performance by over 60%.
The Internet of Sh*t - the opinions of a tech afficionado
Wed, 24th Aug 2016
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uc
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iot
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cloud services
The reality of the Internet of Things is more akin to an Internet of Shit, with many gadgets failing to live up to the hype.
How broadband can be used for critical WAN tasks
Tue, 23rd Aug 2016
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uc
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network infrastructure
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sd-wan
An SD-WAN abstracts multiple, completely different forms of transport connectivity and combines them into manageable software components.
Two big Government contract wins for Vodafone
Fri, 19th Aug 2016
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uc
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contact centre
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ministry of justice
Vodafone wins government contracts with Ministry of Business, Innovation and Employment and Ministry of Justice.
$1 billion and counting for Datacom as strong growth continues
Thu, 11th Aug 2016
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uc
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wireless networks
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software development
Datacom has cracked the billion dollar mark with its latest full year financials, with the IT services company reporting growth across its business.
Stuff's entry into the Ultra Fast Broadband market 'out of the blue'
Wed, 10th Aug 2016
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uc
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contact centre
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stuff
Media agencies are now getting on the UFB train, as Stuff announces Stuff Fibre services, due to start in the next three months.
How Pitcher Partners simplified its corporate experience
Mon, 8th Aug 2016
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microsoft
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voip
Pitcher Partners revolutionises its workspace by embracing a cloud-first strategy, ditching desk phones for Skype and mobility.
Progress in the shift to conversational computing
Mon, 8th Aug 2016
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uc
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microsoft
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voip
Microsoft heralds a new era with Skype's latest bots, enhancing conversations with travel and entertainment to simplify life.
Five reasons outsourced service desk demand is on the rise
Thu, 4th Aug 2016
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uc
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contact centre
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service management
The nature of business is changing, and so is the nature of technology support. With these tips in mind, IT Pros can have their cake and eat it too.
AppFoundry & DevFoundry accelerate customer experience for Genesys
Thu, 4th Aug 2016
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uc
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cx
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martech
Genesys says that together, AppFoundry and DevFoundry have enabled its customers to connect to a wider ecosystem of customer experience providers.
Microsoft calls on partners for Skype PSTN conferencing rollout
Tue, 2nd Aug 2016
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uc
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hyperscale
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dc
Microsoft is calling on its partners to help as it prepares to launch Skype for Business PSTN Conferencing in Australia.
YOU'RE INVITED: G-Summit – the world's most extensive CX roadshow
Thu, 28th Jul 2016
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crm
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uc
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cx
Global forums in five continents share best practices on the world's #1 CX platform to help companies and organisations deliver exceptional CX.
EMC's converged infrastructure top pick for rapid scale and growth
Wed, 27th Jul 2016
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storage
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uc
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healthtech
EMC's all-flash Vblock Systems enables critical agility and speed to quickly respond to increasing business demands.