Contact Centre stories - Page 29
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.
8x8 delivers new XCaaS enterprise capabilities for improved collaboration
Thu, 4th Nov 2021
#
crm
#
uc
#
martech
8x8 enhances its eXperience Communications as a Service (XCaaS) platform with new features to boost productivity and customer satisfaction.
Microsoft Cloud at Ignite 2021: Metaverse, AI and hyperconnectivity in a hybrid world
Thu, 4th Nov 2021
#
uc
#
hybrid cloud
#
public cloud
Microsoft CEO unveils updates for Microsoft Cloud at Ignite 2021, focusing on the Metaverse, AI, and hyperconnectivity. Over 90 services and updates introduced.
New Relic launches first-of-its-kind developer experience, joins forces with Microsoft
Fri, 29th Oct 2021
#
uc
#
devops
#
partner programmes
New Relic launches CodeStream, a developer experience bringing observability and code collaboration to IDEs, following its acquisition of CodeStream.
Cloud, sustainability, digital adoption - APAC tech predictions for 2022
Thu, 28th Oct 2021
#
uc
#
hybrid & remote work
#
cleantech
Digital government services, anywhere-work arrangements, sustainability practices, and cloud first strategies are predicted as leading trends in Asia Pacific.
New Zealand employees uncomfortable with monitoring technology
Thu, 28th Oct 2021
#
uc
#
hcm
#
data privacy
New Zealand employees are pushing back on monitoring technology when working from home, according to research from Unisys.
How artificial intelligence impacts business transformation
Tue, 26th Oct 2021
#
uc
#
data analytics
#
digital transformation
AI can be a useful tool for improving CX — in terms of how human agents interact with customers, and how customers engage with contact centres.
BitTitan launches migration discovery solution for Microsoft 365
Mon, 25th Oct 2021
#
uc
#
migration
#
microsoft
BitTitan has launched its subscription-based Migration Discovery Solution, providing assessment tools for Microsoft 365 tenant-to-tenant migrations.
Microsoft & Enghouse Interactive bring the best of Teams to the contact centre
Wed, 20th Oct 2021
#
crm
#
uc
#
martech
Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.
Okta releases new Workflows to simplify identity management
Tue, 19th Oct 2021
#
uc
#
devops
#
apm
Okta launches Okta Workflows as standalone offering, allowing customers to automate complex identity-centric business processes.
Sietec sells to Fastcom, says 'business as usual' for customers
Tue, 19th Oct 2021
#
uc
#
contact centre
#
sietec
Auckland-based IT network provider Fastcom has acquired business comms provider Sietec, enabling Sietec to offer enhanced services.
How modern technology can help reduce backlogs in the judicial system
Fri, 15th Oct 2021
#
uc
#
digital transformation
#
voip
There are various tools available that can speed up both courtroom proceedings and the internal workings of the legal profession.
International E-Waste Day: Recycle your gadgets, save the earth
Thu, 14th Oct 2021
#
uc
#
voip
#
contact centre
Today is International E-Waste Day, shedding light on the increasing problem of electronic waste and the need for action.
How contact centres can realise the benefits of Microsoft Teams
Thu, 14th Oct 2021
#
crm
#
uc
#
martech
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
Understanding the primary approaches to call recording in Microsoft Teams
Wed, 13th Oct 2021
#
crm
#
uc
#
martech
Enghouse Interactive explains the benefits of integrating call recording with Microsoft Teams for contact centres.
OutSystems' OSDC 2021 event puts development at the forefront of IT - exactly where it should be
Wed, 13th Oct 2021
#
uc
#
martech
#
apm
The Outsystems Developer Conference (OSDC) 2021 event is coming on 17 & 18 November, promising something for every developer.
Vonage launches AI Virtual Assistant for better unified comms
Tue, 12th Oct 2021
#
uc
#
open source
#
ai
Vonage launches AI Virtual Assistant for its unified communications solution, improving customer engagement through conversational AI.
Genesys looks to humanise customer experiences with latest release
Fri, 8th Oct 2021
#
crm
#
uc
#
cx
Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.
Gartner reveals Govt uncertainty around artificial intelligence
Thu, 7th Oct 2021
#
uc
#
martech
#
ai
Government employees are concerned about the impact of AI, according to Gartner. 36% plan to invest more in AI in 2021.
Microsoft begins Windows 11 rollout, but there's wait for Android apps
Wed, 6th Oct 2021
#
uc
#
microsoft
#
windows
Microsoft launches Windows 11, the first major update in six years, with a phased and measured rollout to eligible devices.
Telstra now provides direct connection to Microsoft Azure Peering Service and Teams
Tue, 5th Oct 2021
#
uc
#
public cloud
#
microsoft
Telstra is selected as a carrier for the Microsoft Azure Peering Service, a service enhancing customer connectivity, and Operator Connect for Microsoft Teams.