Contact Centre stories - Page 24
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.
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NICE appoints Russell Jones as Head of Channel for ANZ
Tue, 26th Apr 2022
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uc
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support
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contact centre
Nice has expanded its ANZ channel team with the appointment of Ben Eldridge and the promotion of Russell Jones.
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NICE appoints Ben Eldridge & Russell Jones as Head of Channel
Tue, 26th Apr 2022
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uc
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customers
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support
Nice expands ANZ channel team, appoints Ben Eldridge to enhance support for partners; Russell Jones to be Head of Channel for ANZ.
Digital Island appoints Grant Sweeney as Customer & sales general manager
Tue, 26th Apr 2022
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uc
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hybrid cloud
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public cloud
Grant Sweeney appointed as Customer and Sales GM at Digital Island, to enhance role as communication and contact centre provider in New Zealand.
Macquarie Telecom, Konica Minolta support the hybrid future
Fri, 22nd Apr 2022
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uc
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network infrastructure
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sd-wan
Macquarie Telecom has announced it has signed a deal with Konica Minolta Australia to prevent communication issues as hybrid working becomes commonplace.
Mindfields, Uniphore partner for greater client offerings
Fri, 22nd Apr 2022
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uc
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cx
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martech
Mindfields partners with Uniphore to enhance conversational automation offerings, boosting customer satisfaction and aiding post-pandemic recovery.
NZ’s first and only e-waste sorting machine launched
Fri, 22nd Apr 2022
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uc
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voip
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contact centre
Computer Recycling launches e-waste shredder and MSS optical sorting machine BLUBOX, which is able to sort out a tonne of e-waste per hour.
Ribbon Communications becomes ecosystem partner with Microsoft
Thu, 21st Apr 2022
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uc
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partner programmes
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microsoft
Ribbon Communications partners with Microsoft to support Operator Connect Accelerator for Microsoft Teams, simplifying access to telecom services.
S-NET partners with Versa Networks to extend networking services
Wed, 20th Apr 2022
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uc
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network infrastructure
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partner programmes
S-NET Communications, a provider of cloud-based business communications and networking solutions, has expanded its partnership with SASE leader Versa Networks.
Zoom announces CX innovations for 'work anywhere' workforce
Thu, 14th Apr 2022
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crm
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uc
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cx
Zoom Video Communications has unveiled its latest innovations in the Zoom platform to help businesses improve customer and employee experiences.
Voyager Wholesale now offers Microsoft Teams Trunks
Thu, 14th Apr 2022
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uc
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hybrid & remote work
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microsoft
Voyager Teams Trunks offers businesses in New Zealand robust infrastructure, hybrid solutions, and enhanced security for Microsoft Teams calling.
8x8 and Genesys partner with product integration for CX
Thu, 14th Apr 2022
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crm
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uc
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cx
Unified cloud communications platform Campell and Genesys have announced a product integration of 8x8 Work with Genesys Cloud CX.
8x8 and Genesys collaborate on customer service solution
Wed, 13th Apr 2022
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crm
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uc
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cx
With the new integration, organisations can align agents and the appropriate subject matter experts to collaborate for better customer outcomes.
Hands-on review: Jabra GN PanaCast 20 webcam
Mon, 11th Apr 2022
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gaming
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uc
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reviews
We get our hands on a Danish-designed high end webcam that has some rather unique artificial intelligence (AI) features.
Telstra expands regional team through Connected Communities
Thu, 7th Apr 2022
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uc
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network infrastructure
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telco
Telstra is increasing support for customers in regional areas by boosting the number of local experts and community support.
Hands-on review: OBSBOT Tiny 4K PZT Webcam
Wed, 6th Apr 2022
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gaming
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uc
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reviews
We get our hands on a very reasonably priced business webcam with a bunch of unique features driven by artificial inteligence.
Logitech launches new service model for ANZ users
Wed, 6th Apr 2022
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uc
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video conferencing
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logitech
The Logitech Select service will encompass an all-in-one service plan that ensures video collaboration solutions are available when teams need them the most.
Skillsoft adds new capability to immersive learning platform
Fri, 1st Apr 2022
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uc
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learning
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voip
The capability enables organisations to determine their learners’ proficiency across in-demand technology, leadership and business skills.
Avaya and Alcatel-Lucent Enterprise form strategic partnership
Thu, 31st Mar 2022
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uc
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digital transformation
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partner programmes
Avaya and Alcatel-Lucent Enterprise announce a strategic partnership to accelerate customers transformations to the cloud.
HP to acquire Poly for improved hybrid working solutions
Thu, 31st Mar 2022
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uc
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hybrid & remote work
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cloud services
HP has announced it is to acquire Poly in an all-cash transaction for $40 per share, estimated to be a total enterprise value of US$3.3 billion.
Vodafone partnering with Consegna to harness AWS expertise
Fri, 25th Mar 2022
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uc
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hyperscale
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public cloud
Vodafone has announced a partnership with Consegna to utilise joint Amazon Web Services (AWS) expertise to address the cloud needs of New Zealand companies.