Contact Centre stories - Page 61
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.
Cloud communications turns US$45b collaboration market on its head
Tue, 29th Jan 2019
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uc
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microsoft
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cisco
It comes as little surprise that cloud is continuing on its disruptive path – this time in the collaboration market.
Aussie SMB partners with Microsoft to launch AI solution
Fri, 25th Jan 2019
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uc
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martech
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ai
Australian tech firm LiveTiles partners with Microsoft to launch an Airline AI bot to streamline gate operations, aiming to boost customer service efficiency.
MNF Enterprise brings calling to MS Teams
Wed, 23rd Jan 2019
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uc
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microsoft
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voip
Businesses can now use Microsoft Teams for local and international phone calling from their computer or device.
Survey reveals CX disconnect is risky business
Wed, 23rd Jan 2019
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crm
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uc
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cx
Too much conversation and too little action could lead companies to neglect, lose, and repel their very lifeblood, according to Dimension Data.
8x8 appoints ANZ channel senior manager
Wed, 23rd Jan 2019
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uc
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avaya
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oracle
8x8 has appointed Steve Shaw as senior channel manager for ANZ, aiming to enhance regional partner collaborations and bolster cloud communications growth.
Avaya introduces private cloud delivery of its UCaaS solution
Wed, 23rd Jan 2019
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uc
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private cloud
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avaya
Avaya launches OneCloud ReadyNow, easing enterprise shift to cloud UCaaS/CCaaS with customised private solutions.
Why 37% of enterprises believe in artificial intelligence
Tue, 22nd Jan 2019
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uc
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martech
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it automation
The number of enterprises implementing artificial intelligence grew 270% in the past four years and tripled in the past year, according to Gartner.
Why contact centre operators need to take advantage of intelligent automation
Tue, 22nd Jan 2019
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crm
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uc
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cx
The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.
Why APIs hold the key to a killer customer experience
Mon, 21st Jan 2019
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uc
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cx
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martech
APIs are revolutionising customer experience by merging data across platforms, allowing businesses to predict and meet consumer needs with precision.
Avaya expands AI offerings with new partnerships
Thu, 17th Jan 2019
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uc
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open source
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ai
The additions to the ecosystem will enable Avaya to add prioritisation and natural language processing to its UC solutions.
Key trends bolstering digital transformation in 2019
Wed, 16th Jan 2019
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uc
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edge computing
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martech
User experience, edge computing and AI will dominate as key trends in 2019 as organizations focus on simplifying enterprise architectures.
How RingCentral aims to expand its customer engagement portfolio
Tue, 15th Jan 2019
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uc
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cx
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martech
RingCentral is set to acquire Connect First, enhancing its customer engagement portfolio with a robust outbound/blended communication platform.
Jabra launches wireless earbuds for mobile workforce
Tue, 15th Jan 2019
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uc
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digital entertainment
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jabra
Jabra has released wireless earbuds designed for mobile professionals, featuring Skype for Business certification.
Interview: AWS ANZ MD discusses machine learning strategy
Wed, 9th Jan 2019
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uc
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hyperscale
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public cloud
AWS ANZ MD Paul Migliorini outlines the cloud giant’s machine learning strategy, highlighting SageMaker’s swift adoption in Australia and New Zealand.
AI: Get started now, but on the right foot.
Mon, 7th Jan 2019
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uc
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martech
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ai
AI specialist Rick Rider’s guide to getting AI experimentation right as the technology becomes a necessity in 2019.
Class in the clouds: How AI and cloud can transform education
Thu, 3rd Jan 2019
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edutech
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uc
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martech
The global education landscape is changing, and Australia no exception. Michael Chetner explains how AI and the cloud will create a new way to learn.
Voice and digital assistants the next enterprise step for AI
Mon, 24th Dec 2018
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uc
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data analytics
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martech
Voice and digital assistants are set to transform enterprise AI, automating tasks and enhancing user interfaces with spoken commands and personalised features.
Spark creates enhanced Teams solution for business
Tue, 18th Dec 2018
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uc
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microsoft
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plantronics
Spark has combined the Microsoft Teams product suite with a number of other unique benefits to create Spark Enhanced Teams (SET).
Marriott sets up call centres to answer questions on data breach
Mon, 17th Dec 2018
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uc
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breach prevention
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cybersecurity
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.
The key to financial institutions’ path to digital dominance
Thu, 13th Dec 2018
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crm
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uc
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data analytics
To achieve digital dominance, financial institutions must harness their vast data troves for personalised services, risk modelling, and fraud prevention.