Contact Centre stories - Page 60
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.
Why 87% of APAC SMBs are moving to the cloud
Wed, 27th Feb 2019
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uc
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open source
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cloud services
A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.
Can UCaaS services eliminate the need for investment in infrastructure?
Tue, 26th Feb 2019
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uc
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datacentre infrastructure
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hyperscale
UCaaS is one of the fastest growing markets and is experiencing extensive pressure to evolve and keep up with the latest collaboration trends.
Ribbon’s Microsoft-certified SBC powers Pure IP’s new direct routing offer
Mon, 25th Feb 2019
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uc
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microsoft
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voip
Pure IP has added the SBC 5400 to its suite of Ribbon products in order to offer Microsoft Direct Routing to its enterprise customers.
How AI benefits customer service
Mon, 25th Feb 2019
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crm
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uc
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martech
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Atlas Gentech snags Jabra distribution deal
Thu, 21st Feb 2019
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crm
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uc
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martech
Jabra appoints Atlas Gentech as its official New Zealand distributor for contact centre and enterprise audio products, boosting UC deployment capabilities.
‘Digital twins’ entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term ‘digital twin’ may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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uc
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mfa
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multi-cloud
As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.
Robots to the fore – Key insights for New Zealand Business into RPA in 2019
Mon, 18th Feb 2019
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uc
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martech
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rpa
From making artificial intelligence a business reality to closer ties to human colleagues, robotic process automation is gearing up for a strong 2019.
50 million tonnes of e-waste: IT faces sustainability challenges
Mon, 18th Feb 2019
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uc
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cleantech
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voip
As global e-waste hits 50 million tonnes annually, TCO Development's 'This is IT' campaign calls for sustainable practices in IT recycling to combat the crisis.
BMC adds IBM Cloud, Watson to Helix solution
Thu, 14th Feb 2019
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uc
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public cloud
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martech
BMC Helix with IBM Watson delivers cognitive insights across structured and unstructured federated knowledgebases.
Hyundai works with IBM to create a new blockchain-based platform
Thu, 14th Feb 2019
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uc
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blockchain
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martech
The network for commercial financing will supposedly provide participants with a single view of all the transactions happening in the network.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
Microsoft launches bot service for healthcare sector
Mon, 11th Feb 2019
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uc
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martech
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ai
Microsoft has unleashed a new healthcare bot that provides cloud-based conversational AI to help patients take healthcare into their own hands.
IBM wins multi-million dollar cloud deal
Fri, 8th Feb 2019
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uc
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private cloud
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public cloud
IBM will use its cloud infrastructure to support Smart Energy Water in a multi-year, multi-million USD deal aimed at transforming global utilities.
Plantronics and HP’s new Teams conferencing solution
Fri, 8th Feb 2019
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uc
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hybrid & remote work
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hp
The solution for large and mid-sized rooms combines HP Elite Slice with Polycom Trio and EagleEye IV video conferencing.
The blurring line between online and physical retail
Thu, 7th Feb 2019
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crm
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uc
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cx
42% of Australian consumers have visited a store for the first time because of the enjoyable online digital experience the brand provided.
New Kiwi company aims for mid-market with RPA and AI
Thu, 31st Jan 2019
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uc
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martech
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it automation
With an emphasis on blending the two technologies to maximise returns for local mid-market companies, it helps them take the robot out of the human.
Ribbon named market share leader for session border controllers
Wed, 30th Jan 2019
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uc
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voip
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contact centre
According to IHS Markit, Ribbon has managed to see strong market share improvement in the growing enterprise session border controller market.
How an internal chatbot can streamline a business
Wed, 30th Jan 2019
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uc
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dr
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martech
Chatbots have typically been used for customer experience, but AvePoint ANZ believes employees should also benefit from their use.
70% of organisations to adopt AI by 2021 – still ‘human’ work though
Wed, 30th Jan 2019
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uc
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martech
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ai
Gartner says while there are obvious concerns for today’s workforce, the massive rise of AI will be about augmentation, not total automation.