Contact Centre stories - Page 56
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.
Video conferencing: How to make interviewing less awkward
Fri, 5th Jul 2019
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uc
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video conferencing
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voip
Candidates still prefer face-to-face job interviews, finding them less awkward than video interviews, according to a BBC report.
Ambit accelerates expansion in Australia with Sydney office launch
Thu, 4th Jul 2019
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uc
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martech
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ai
Ambit has opened its first Australian office in Sydney, with CEO Josh Comrie relocating to lead the expansion following an NZD $1.75M capital raise.
Freshworks expands local product hosting on Sydney data centre
Wed, 3rd Jul 2019
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uc
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hyperscale
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dc
Launched in January last year, the Sydney data centre already hosts the popular Freshdesk and Freshservice products.
New Poly device combines content sharing and video conferencing
Tue, 2nd Jul 2019
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uc
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hybrid & remote work
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healthtech
The G5700 for mid to large conference rooms integrates the sharing of digital content with audio and video conference features in a single device.
IDC names Cognizant Leader for AI services
Tue, 2nd Jul 2019
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uc
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martech
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ai
The MarketScape report praises the company’s high-touch customer service approach, value for fee paid, and broad range of AI services and platforms.
How EdgeVerve aims to redefine the contact centre experience
Thu, 27th Jun 2019
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crm
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uc
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cx
According to CCW Digital research, only 18% of customers are 'very satisfied' with their typical customer service experiences.
Canstar Blue’s SMB Internet Provider award winners are...
Thu, 27th Jun 2019
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uc
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slingshot
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smb
Nearly two-thirds of Kiwi small businesses say New Zealand is no good for them, according to a survey commissioned by Canstar Blue.
Blue Prism announces acquisition of intelligent automation company
Wed, 26th Jun 2019
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uc
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martech
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it automation
Blue Prism announces plans to acquire Thoughtonomy, aiming to enhance its cloud strategy and provide more robust intelligent automation solutions globally.
Businesses wasting money on SIP channels, says Virsae
Wed, 26th Jun 2019
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uc
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voip
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telephony
Analysis reveals a growing penchant for super-sized SIP trunk groups, indicating a degree of channel over-subscription that leads to associated cost increases.
$300m paid out to Kiwis via Inland Revenue's new automatic system
Tue, 25th Jun 2019
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uc
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tax
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ird
More than $300m has been refunded to New Zealand taxpayers through the country's automatic tax assessment process, according to new figures by Inland Revenue.
Amadeus announces travel application on Salesforce AppExchange
Tue, 25th Jun 2019
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uc
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data analytics
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martech
Amadeus launches a service optimiser app on Salesforce AppExchange, revolutionising how airlines connect with customers, partners, and employees.
Moving away from ISDN: Why SIP is better for the public sector
Mon, 24th Jun 2019
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uc
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voip
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contact centre
As Telstra phases out ISDN, public sector organisations must adopt SIP to ensure cost-effective, scalable, and secure communication solutions.
BayCom scoops NEC channel partner award
Wed, 19th Jun 2019
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uc
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digital signage
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partner programmes
NEC Australia has awarded New Zealand systems integrator BayCom the title of Export Channel Partner of the Year for Unified Communications.
New panoramic video conference camera by Jabra
Wed, 19th Jun 2019
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uc
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google
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video conferencing
The PanaCast is made for huddle rooms and spaces, delivering wall-to-wall video and audio, and data that is critical for modern video collaboration.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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saas
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uc
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hybrid cloud
HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
Gartner: CRM makes up 1/4 of global enterprise software spend
Wed, 19th Jun 2019
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crm
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uc
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data analytics
Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.
Soul Machines creates digital human for skincare firm SK-II
Tue, 18th Jun 2019
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uc
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martech
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ai agents
Soul Machines partners with skincare giant SK-II to unveil YUMI, the first autonomously animated digital influencer, enhancing customer interaction.
DX becomes the driving change in four key industries
Fri, 14th Jun 2019
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uc
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digital transformation
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martech
Digital transformation is shaking up legal, finance, education, and manufacturing sectors, driving profit boosts and demanding rapid adaptation, says Gartner.
How visual assistance impacts customer service KPIs - TechSee
Wed, 12th Jun 2019
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crm
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uc
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digital transformation
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
Suncorp commits to continuous learning for employee empowerment
Wed, 12th Jun 2019
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edutech
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uc
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digital transformation
Australian financial services organisation Suncorp doesn’t just want to teach things using lengthy work programs and face-to-face courses that are taught once.