Contact Centre stories - Page 80
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.
Avaya launches unified comms midmarket offering
Wed, 10th Feb 2016
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uc
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partner programmes
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cloud services
Avaya Midmarket Cloud Solutions is the latest in a series of Avaya programmes focusing on enabling channel partners and midsize companies evolve.
Threats new and old targeting financial organisations
Tue, 9th Feb 2016
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uc
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cybersecurity
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contact centre
Financial organisations are under attack from cybercriminals Carbanak 2.0, Metel, and GCMAN, according to Kaspersky Lab.
Digital banking: Balancing security & convenience – without getting creepy!
Tue, 2nd Feb 2016
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uc
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iot
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contact centre
Banks are constantly adopting new and innovative technologies, but what is the impact on security? Can personalisation become creepy?.
AI, mobility, IoT revolutionises customer experience
Tue, 26th Jan 2016
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uc
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cx
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martech
Customer experience is the top priority for companies as technology revolutionizes engagement, according to Interactive Intelligence.
Verint and Squiz partner up, target government bodies
Thu, 21st Jan 2016
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uc
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digital transformation
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government
Verint teams with Squiz to bolster digital overhaul in public sector, aiming for elevated citizen engagement and streamlined services.
Three ways to meet consumer demand this year
Wed, 20th Jan 2016
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uc
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cx
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martech
In 2023, staying ahead in retail means mastering omni-channel experiences and refining customer journey analytics, asserts Teradata.
Microsoft ramps up Skype for Business with Aussie tech buy
Thu, 14th Jan 2016
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uc
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microsoft
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voip
Microsoft has snapped up tech assets from Event Zero to help expand and improve Skype for Business' built-in management tools and analytics.
Australian UC market shaken up by disruptive technologies
Fri, 18th Dec 2015
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uc
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wireless networks
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healthtech
As the market is impacted by disruptive technologies, UC solutions will evolve to stay relevant in order to service the core need for enterprise comms.
Who's listening? VoIP systems vulnerable to hacking
Fri, 18th Dec 2015
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uc
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voip
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contact centre
Businesses need to ensure they have the appropriate security measures in place to avoid being targeted by cyber criminals hacking into their systems.
Spark commits to better customer service, launches online outage map
Wed, 16th Dec 2015
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crm
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uc
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martech
As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark's mobile broadband or landline networks.
Passwords out, new mobile ID methods taking off
Tue, 8th Dec 2015
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uc
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contact centre
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passwords
Data theft is continuing to spur on the mobile identification market, and will generate an additional $700m for mobile network operators by 2020.
New Opportunities for Zeacom as it becomes Enghouse Interactive
Tue, 8th Dec 2015
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uc
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zeacom
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contact centre
International acquisitions of Kiwi companies often spell the beginning of the end for the local operations, but for Zeacom it's a different story.
Telstra, Bulletproof among Frost & Sullivan Aussie Excellence winners
Fri, 4th Dec 2015
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uc
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edge computing
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iaas
Telstra scored four wins at Frost & Sullivan's Australia Excellence Awards, with Bulletproof, Canberra Data Centres and Microsoft among the winners.
Enghouse Interactive seeking local channel expansion in 2016
Fri, 4th Dec 2015
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uc
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contact centre
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enghouse interactive
Enghouse Interactive has appointed Kath Murphy as ANZ sales manager, with plans for channel expansion in 2016.
Victoria city council chooses ShoreTel to begin major upgrade
Tue, 1st Dec 2015
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uc
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council
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contact centre
Brimbank City Council in Victoria has announced ShoreTel is its chosen vendor for a new unified communications (UC) solution.
Security, big data, smart machines to shape tech sector in 2016
Wed, 25th Nov 2015
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uc
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semiconductors
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iot
It's a given that technology will be ubiquitous in every aspect of business, but how it will be used and the impact it will have is up for discussion.
Communication key for business
Wed, 25th Nov 2015
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uc
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voip
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contact centre
Advancements in technology is changing the business landscape, and organisations need to take advantage to ensure they don't get left behind.
Dimension Data named MVP for Genesys
Tue, 24th Nov 2015
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uc
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dimension data
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contact centre
Dimension Data has been named the Most Valuable Partner 2015 for Asia Pacific byGenesys at the G-Force 2015 awards.
NZ Govt TaaS supply panel named
Fri, 13th Nov 2015
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uc
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contact centre
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datacom
Spark Digital, Vodafone and Datacom are among the 12 companies appointed to the New Zealand Government telecommunications-as-a-service supply panel.
Enterprise mobile business apps a growing market
Tue, 10th Nov 2015
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uc
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supply chain
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contact centre
The mobile enterprise business applications market offers good potential for the channel, with predictions the market will top US$40.5b in 2015.