Contact Centre stories - Page 45
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.
8x8 brings enterprise telephony to Microsoft Teams
Fri, 12th Jun 2020
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uc
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hybrid & remote work
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voip
8x8 has added Voice for Microsoft Teams to enable enterprise cloud telephony, keeping the Teams experience unchanged for end users.
Flinders University conducts major overhaul of IT systems
Thu, 11th Jun 2020
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uc
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edutech
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hcm
Flinders University undergoes 'sweeping' digital overhaul, implementing Workday software to transform its IT systems and support staff excellence.
Remote employees struggling to access critical info
Wed, 10th Jun 2020
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uc
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hybrid & remote work
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voip
Remote employees are facing challenges accessing critical information and being excluded from meetings, according to new research by Igloo Software.
How SD-WAN can relieve home office networking pains
Wed, 10th Jun 2020
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vpns
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uc
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network infrastructure
Remote working has tested how well every organisation’s remote connectivity can scale, particularly in areas such as VPN infrastructure and connection quality.
Cloud-based products 'outshining' traditional IT offerings in APAC
Tue, 9th Jun 2020
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hyperscale
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uc
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public cloud
Cloud-based products are outshining traditional products as the demand for resilient business continuity surges in the APAC region, according to GlobalData.
Repurposing product offerings for business continuity and DX vital for APAC tech vendors
Mon, 8th Jun 2020
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uc
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digital transformation
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contact centre
APAC tech vendors must revamp product offerings to drive business continuity and digital transformation post-COVID-19, says new GlobalData research.
Nuance revamps AI authentication to protect seniors from fraud
Fri, 5th Jun 2020
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uc
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contact centre
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nuance
Nuance enhances Gatekeeper AI to better protect seniors from fraud, prioritising elderly callers in call centres amid rising cyber threats during COVID-19.
Microsoft partners with Workday to prioritise enterprise planning in the cloud
Fri, 5th Jun 2020
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public cloud
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uc
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martech
Microsoft partners with Workday to bring Workday Adaptive Planning to Azure cloud, enhancing productivity and collaboration for customers.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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uc
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hyperscale
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public cloud
Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
Remote workers need to up their game to keep organisations secure
Fri, 5th Jun 2020
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uc
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iam
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hybrid & remote work
Remote workers' habits are jeopardising corporate security, says CyberArk study; password reuse and insecure BYOD devices are key culprits.
RingCentral launches new partner programme
Thu, 4th Jun 2020
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uc
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partner programmes
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ringcentral
Enables qualifying partners to manage the sales process end-to-end for opportunities for organisations of up to 400 employees.
AI chatbot helps users navigate COVID-19 stimulus packages
Tue, 2nd Jun 2020
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uc
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martech
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ai
RSM Australia has launched RAMI, an AI chatbot designed to help users navigate complex COVID-19 financial stimulus packages, offering 24/7 support.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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crm
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uc
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data analytics
A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.
How to implement a cloud contact centre that boosts efficiency & customer experience
Mon, 1st Jun 2020
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uc
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crm
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digital transformation
If you're considering an overhaul of your contact centre, a strategic approach and meticulous planning will help you get maximum return on your investment.
PagerDuty announces new automation, remote working updates
Thu, 28th May 2020
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uc
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it automation
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hybrid & remote work
PagerDuty unveils advanced automation features and remote working updates, enhancing team efficiency, collaboration, and digital transformation.
Rise in cyberattacks targeting the cloud as use of collaboration tools increase
Thu, 28th May 2020
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uc
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casb
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hybrid & remote work
Cyberattacks targeting the cloud are increasing as the use of cloud services and collaboration tools rises during the COVID-19 pandemic, according to McAfee.
NICE inContact integrates Teams, Dynamics into contact centre suite
Thu, 28th May 2020
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crm
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uc
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data analytics
Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
Video: How to make remote work, work for the channel
Thu, 28th May 2020
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uc
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digital entertainment
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hybrid & remote work
Two Ingram Micro NZ business development managers explain how to make work from home benefit any business and its employees.
NICE working to certify compliance solution for Microsoft Teams
Wed, 27th May 2020
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data analytics
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uc
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martech
NICE aims to certify its Trading Recording System under Microsoft's Certified for Microsoft Teams program, enhancing compliance for financial services.
Thai call center achieves business continuity with cloud solution
Wed, 27th May 2020
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uc
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crm
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martech
Thai contact centre giant TMC ensures business continuity amid COVID-19 with Tikal's cloud solution, enabling staff to work securely from home.