Contact Centre stories - Page 32
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 rolls out enhancements to XCaaS offering
Thu, 29th Jul 2021
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hybrid & remote work
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voip
8x8 launches enhancements to its XCaaS platform to support hybrid workforces, including better video meetings and expanded compatibility with Microsoft Teams.
Datagate and NetSapiens partner to empower MSPs
Wed, 28th Jul 2021
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uc
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partner programmes
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contact centre
Datagate Innovation has partnered with NetSapiens to help managed service providers better understand their operations and grow their businesses.
Ambit deploys AI chatbot for global travel firm Online Republic
Tue, 27th Jul 2021
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martech
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ecommerce
Ambit's AI chatbot 'Wheelie' will provide 24/7 customer support for Online Republic's travel brands, Airport Rentals and Motorhome Republic.
NVIDIA has launched 8th generation AI software TensorRT 8
Wed, 21st Jul 2021
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martech
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ai
NVIDIA has launched the eighth generation of the company’s AI software, the TensorRT 8, which now does language queries at half the speed.
Zoom moves into contact centre market, acquiring Five9 in $14.7 billion stock transaction
Tue, 20th Jul 2021
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crm
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martech
Zoom has announced a definitive agreement to acquire the cloud contact centre Five9 in an all-stock transaction valued at approximately $14.7 billion.
Massey University's School of Aviation 'takes off' with Microsoft technology
Tue, 20th Jul 2021
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uc
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digital transformation
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martech
Learning to fly is an exhilarating experience. At Massey University’s School of Aviation, It’s about as hands-on as you can get.
AvePoint launches first-ever global partner programme
Wed, 14th Jul 2021
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devops
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partner programmes
The company unveiled the channel programme as part of its multi-million dollar investment in partner enablement.
Link Group appoints ANZ's Nicole Pelchen as new Chief Technology Officer
Mon, 12th Jul 2021
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contact centre
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cto
After an extensive global executive search process, Link Group has appointed ANZ’s CIO Nicole Pelchen as the company's new Chief Technology Officer.
Turning agility into reality difficult as organisations prepare for recovery
Fri, 9th Jul 2021
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uc
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devops
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apm
New research from Zendesk reveals that turning agility into reality in organizations is proving to be a challenge.
Microsoft playing pivotal role in Victoria’s COVID-19 vaccine rollout
Thu, 8th Jul 2021
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microsoft
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contact centre
Microsoft has been working actively with the Victorian Government since January to provide an end-to-end vaccine management solution for Victoria.
Best practices for implementing a chatbot or virtual agent
Tue, 6th Jul 2021
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crm
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data analytics
Rushing to implement solutions can lead to poor CX and have significant negative impacts on the bottom line, writes NICE managing director for ANZ Rod Lester.
COVID-19 drives new updates to InterSystems health platform
Mon, 5th Jul 2021
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healthtech
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voip
InterSystems announces a range of new features to its TrakCare healthcare system, inspired by COVID-19 challenges.
Hybrid meetings the way forward with new portfolio in market
Mon, 5th Jul 2021
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hybrid & remote work
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video conferencing
Barco has expanded its hybrid meetings portfolio with the new ClickShare Present range, catering to the demands of the hybrid workplace.
NICE announces AI ethics framework as industry booms
Mon, 5th Jul 2021
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robots
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uc
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data analytics
NICE has released its Robo-Ethical Framework, a set of guidelines to promote responsible and transparent AI-powered robots.
Dicker Data scores distie rights to Microsoft Surface Hub 2S
Thu, 1st Jul 2021
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microsoft
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dicker data
Dicker Data becomes authorised distributor of Microsoft's Surface Hub 2S range in Australia, boosting its presence in the professional AV market.
EPOS transforms hybrid work environment with IMPACT SDW 5000 contact centre headset range
Thu, 1st Jul 2021
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crm
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martech
EPOS has expanded its range of enterprise contact centre headsets with the IMPACT 5000 range, featuring wireless DECT technology.
Vodafone offers Ambit's chatbot tech to contact centre customers
Thu, 1st Jul 2021
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crm
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martech
A new partnership between Vodafone New Zealand and Ambit is bringing AI-based chatbots to Vodafone’s contact centre customers.
Opsera releases native CI/CD automation for Salesforce
Tue, 29th Jun 2021
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devops
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data analytics
Opsera has launched native CI/CD release automation for Salesforce, addressing the lack of DevOps capabilities in the platform.
DRUID releases Oxygen, making AI-driven virtual assistant deployments faster and easier
Mon, 28th Jun 2021
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martech
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ai
AI company, DRUID, makes AI-driven virtual assistant deployments faster and easier, with a new revamped design in its latest technology release, Oxygen.
NICE infuses voice of customer capabilities with artificial intelligence
Mon, 28th Jun 2021
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crm
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data analytics
NICE brings AI to the contact centre with Enlighten AI, enabling real-time, hyper-personalised surveys to improve customer satisfaction and reduce churn.