Contact Centre stories - Page 44
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.
Vodafone NZ moves forward on digital reinvention with appointment of strategy officer
Tue, 7th Jul 2020
#
uc
#
recruitment
#
contact centre
Mooney will be tasked with helping to guide the business through its ongoing reinvention towards becoming a more digitally focused business.
Vodafone rolls out contact centre solution powered by AWS
Tue, 7th Jul 2020
#
crm
#
uc
#
hyperscale
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
Video: How to plan for a post-pandemic workforce
Mon, 6th Jul 2020
#
uc
#
hybrid & remote work
#
headsets
Jabra ANZ managing director and thought-leader David Piggott shares his perspective on what we have to gain as we navigate into the unknown.
Poly announces new Trio device and new personal speaker
Mon, 6th Jul 2020
#
uc
#
hybrid & remote work
#
voip
The Trio C60 smart conferencing device and the Calisto 5300 personal speaker are bot Teams-enabled out of the box.
Interview: ACE Training execs discuss how to capitalise on NZ's new data centre region
Mon, 6th Jul 2020
#
digital transformation
#
uc
#
public cloud
Microsoft's plan to launch a data center region in New Zealand is expected to fuel digital transformation opportunities for businesses.
Video: The channel partners’ guide to AV installation for Teams
Mon, 6th Jul 2020
#
uc
#
collaboration
#
video conferencing
Cloud collaboration is here to stay. Microsoft partner development manager details how to provide the right AV solution for every Teams customer.
Time to take responsibility: E-waste - a global crisis
Fri, 3rd Jul 2020
#
uc
#
cleantech
#
contact centre
e-Waste is the world’s fastest-growing domestic waste stream, fueled by consumption rates of equipment, short life cycles, and few options for repair.
PB Tech onboards Access4 SMB UCaaS solution
Tue, 30th Jun 2020
#
uc
#
contact centre
#
voip
The tech retailer expands its move into the business space with the solution designed for deployment of a basic UCaaS solution into small businesses.
Kiwis and Aussies among most concerned globally about data privacy
Mon, 29th Jun 2020
#
uc
#
data protection
#
data privacy
New research from Genesys finds the two neighbours value their data privacy more than other regions - but, as always, there are key differences of opinions too.
Empired signs partnership with Pro AV Solutions for streamlined collaboration offering
Thu, 25th Jun 2020
#
uc
#
digital signage
#
partner programmes
Empired has partnered with Pro AV Solutions to create dedicated collaboration spaces for organisations using Microsoft Teams.
Consumers turn to chatbots & online messaging as COVID-19 bites
Wed, 24th Jun 2020
#
uc
#
crm
#
cx
Australians turn to chatbots and messaging apps like WhatsApp and Facebook Messenger for customer service as COVID-19 sparks an unprecedented surge in usage.
Things are getting personal with Microsoft Teams
Tue, 23rd Jun 2020
#
uc
#
voip
#
microsoft
Microsoft Teams introduces new features to help users manage work and personal life, allowing seamless collaboration, sharing, and organisation.
How a NZ business keeps staff connected and productive across the country
Mon, 22nd Jun 2020
#
uc
#
hybrid & remote work
#
voip
Voyager Internet keeps over 100 employees in Auckland, Christchurch, and Wellington connected and productive using Microsoft Teams and Microsoft 365.
Five tips to get security-ready for the future of remote work
Fri, 19th Jun 2020
#
data protection
#
uc
#
hybrid & remote work
As remote work becomes permanent, companies struggle to keep data secure. Here are five crucial tips to bolster your cybersecurity defences now.
Oracle combines cloud automation with comms security in new solution
Thu, 18th Jun 2020
#
uc
#
cloud security
#
it automation
Oracle’s new AI-powered Communications Security Shield Cloud proactively shields enterprises from network threats, ensuring safer, real-time communications.
Vet CX chooses MaxContact to improve customer experience
Wed, 17th Jun 2020
#
crm
#
uc
#
cx
Vet CX deploys MaxContact's cloud contact centre solution, reducing call costs by 35% and improving overall customer experience.
Expansion adds on-prem access to Acronis Cyber Protect solution
Tue, 16th Jun 2020
#
uc
#
malware
#
cybersecurity
Acronis expands its Cyber Protect product to on-premise, enabling IT teams to test a new beta solution that addresses remote work cybersecurity needs.
K2 automation solution streamlined client-onboarding for law firm
Tue, 16th Jun 2020
#
uc
#
it automation
#
contact centre
K2's automation platform and UiPath's RPA have enabled Shine Lawyers to streamline client onboarding, cutting costs and driving AU$290,000 in early savings.
Poly unveils Room Solutions for Microsoft Teams Rooms
Tue, 16th Jun 2020
#
hybrid & remote work
#
uc
#
video conferencing
Poly’s Room Solution for Teams Rooms comes in a variety of different configurations for different room sizes, depending on individual requirements.
PKT’s new picture-based, programmable keyboard
Mon, 15th Jun 2020
#
uc
#
martech
#
contact centre
The Aussie company’s product uses fibre optics to allow each of the keyboard’s keys to display any required image and enact a predetermined action.