Contact Centre stories - Page 35
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.
APAC consumers comfortable with human & AI-assisted contact centres
Tue, 23rd Mar 2021
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Consumer frustrations could be missed opportunities for brands to deliver a better experience while building trust and loyalty.
MaxContact integrates Avoira speech analytics into contact centre solution
Mon, 22nd Mar 2021
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MaxContact is partnering with Avoira to integrate speech analytics software into its contact centre solution, enhancing customer experiences.
8x8 launches Microsoft Teams contact centre solution
Mon, 22nd Mar 2021
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martech
8x8 launches new contact centre solution for Microsoft Teams, enabling enhanced customer engagement and global telephony capabilities.
2talk launches mobile plans, offers complete communications solution
Fri, 19th Mar 2021
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telco
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voip
Business cloud service provider 2talk has launched mobile plans, adding to its broadband and IP Voice products.
Video: 10 Minute IT Jams - Enghouse Interactive on the latest contact centre trends
Thu, 18th Mar 2021
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contact centre
Today we're highlighting Enghouse Interactive, a company that strives to be one of the world's leading providers of contact centre technologies.
How a NZ contact centre solution grew into a leading Microsoft Teams offering
Thu, 18th Mar 2021
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NZ-based Zeacom's software has become Enghouse’s top-selling contact centre solution, with its Microsoft Teams contact centre offering at its heart.
Jabra launches Evolve2 30 headset with concentration in mind
Thu, 18th Mar 2021
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jabra
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headsets
Jabra expands its Evolve2 range with the launch of the lightweight Evolve2 30 headset, designed for desk workers.
Four ways to integrate the contact centre with Microsoft Teams and improve CX
Thu, 18th Mar 2021
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Enghouse Interactive highlights the benefits of integrating contact centres with Microsoft Teams, including omni-channel routing and quality assurance.
NICE inContact infuses AI into contact centre offering
Thu, 18th Mar 2021
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data analytics
According to NICE inContact, the AI models are able to help guide agents at the point-of-service, boosting customer satisfaction in real time.
Enghouse Interactive: Why Teams is a 'game changer' for the channel
Thu, 18th Mar 2021
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martech
The company knew that there would be interest amongst channel partners and end users, but it turned out to be much stronger than expected.
Google Cloud, Automation Anywhere partnership to accelerate intelligent automation adoption
Thu, 18th Mar 2021
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hyperscale
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public cloud
Automation Anywhere and Google Cloud have partnered to accelerate intelligent automation adoption with global enterprises.
Ingram Micro offers huge discounts on Lenovo ThinkPads
Mon, 15th Mar 2021
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personal computing devices
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contact centre
Lenovo ThinkPads are now available at incredible prices from Ingram Micro, making them a must-have for businesses. Get yours today!.
Little Ones announces new 'digital employee' to help with baby sleep and nutrition
Fri, 12th Mar 2021
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martech
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it automation
Little Ones, a provider of programmes for better sleep and nutrition for babies, has launched a new 'digital employee' to provide automated advice.
Dell unveils hybrid client to support evolving IT and user needs
Fri, 12th Mar 2021
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network infrastructure
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contact centre
Dell Technologies launches Dell Hybrid Client, a centrally managed client software solution for mobile and desktop devices.
ANZ shunning digital fatigue despite digital reliance during pandemic - report
Fri, 12th Mar 2021
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Relationships with technology thrived in Australia and New Zealand in 2020, despite the pandemic, according to Infosys research.
IWD 2021: 8x8 manager on nurturing female talent
Tue, 9th Mar 2021
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contact centre
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women in technology
The most important thing is having a long-term commitment to investing in staff, writes 8x8 channel enablement manager for ANZ Sophia Demetriades.
AU Govt has 1.7 billion reasons to refine digital experiences – Adobe report
Tue, 9th Mar 2021
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Australian Government websites have seen 1.7 billion visits during the pandemic, prompting a need for a digital front door, says Adobe and Deloitte.
APAC banks race to revitalise innovation initiatives as pandemic reveals digital gaps
Mon, 8th Mar 2021
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digital transformation
APAC banks rush to bolster digital transformations post-pandemic amid revelations of technological gaps, with digital banks seeing triple customer growth.
How working life has improved due to COVID-19
Fri, 5th Mar 2021
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digital transformation
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hybrid & remote work
COVID-19 has accelerated new ways of working that are likely to be permanent, with 82% of company leaders planning to allow remote work.
Poly ANZ on what defines business success in 2021
Thu, 4th Mar 2021
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hybrid & remote work
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What are your business goals for the year ahead? What are the key actions that can put your business in a strong position for growth and success?.