Contact Centre stories - Page 48
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.
Microsoft reveals new trends in remote working
Tue, 14th Apr 2020
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uc
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hybrid & remote work
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voip
Microsoft reports a video call surge and a lean towards flexible work hours as remote working cements its place.
Improving contact centre performance during times of peak demand
Mon, 13th Apr 2020
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crm
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uc
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data analytics
As virus-related uncertainty spreads, financial firms face surging calls to contact centres. Enhancing efficiency is vital to maintaining customer satisfaction.
Google Cloud launches COVID-19 rapid response programme
Thu, 9th Apr 2020
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uc
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crm
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hyperscale
Google Cloud has launched a Rapid Response Virtual Agent tool to help organisations manage a surge in customer queries amid COVID-19.
Microsoft Teams announces commitment to privacy in wake of Zoom woes
Wed, 8th Apr 2020
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uc
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hybrid & remote work
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voip
In response to Zoom's security woes, Microsoft Teams pledges to uphold robust privacy policies amidst rising demand for virtual meetings during the pandemic.
Genesys releases Rapid Response to support businesses during COVID-19
Tue, 7th Apr 2020
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uc
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crm
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martech
Genesys has launched Rapid Response, granting businesses access to its cloud services in 48 hours, easing remote transitions during COVID-19.
How voice solutions can help the transition to remote work
Mon, 6th Apr 2020
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uc
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hybrid & remote work
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telco
As remote work becomes essential, voice solutions like VoIP are proving crucial for seamless operations, offering flexibility, scalability, and low maintenance.
How to start your own business by leveraging the power of outsourcing
Mon, 6th Apr 2020
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uc
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devops
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martech
Outsourcing provides a very good opportunity to start your business from scratch, especially if you have a team of like-minded people.
8x8 video conference usage up 1000%
Sat, 4th Apr 2020
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uc
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hybrid & remote work
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contact centre
8x8 Video Meetings platform sees monthly active users reach nearly 4.5 million worldwide, as video conferencing adoption accelerates.
Vodafone seeing traffic increasing up to 100% more than February
Fri, 3rd Apr 2020
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uc
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hybrid & remote work
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contact centre
Vodafone says it has added more capacity and has changed the way it manages voice and data traffic across the network.
New solution shines light on Dark Web credential trading
Thu, 2nd Apr 2020
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uc
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dr
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phishing
The Kaseya-owned Spanning Cloud Apps has released software that monitors the Dark Web for compromised Office 365 credentials.
You're virtually invited: How the smartest organisations manage Office 365 and Microsoft Teams
Wed, 1st Apr 2020
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uc
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voip
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microsoft
AvePoint reveals top strategies for managing Office 365 and Microsoft Teams through a virtual seminar series, essential for today's remote workforces.
Microsoft overhauls Office 365, rebrands it 'Microsoft 365'
Tue, 31st Mar 2020
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uc
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edge security
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voip
The 'refresh' of Office 365 will feature new artificial intelligence (AI), rich content and templates, and cloud-powered experiences, says Microsoft.
DDLS offers all courses remotely during COVID-19 lockdowns
Tue, 31st Mar 2020
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uc
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e-learning
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contact centre
DDLS, Australia's largest provider of ICT and cybersecurity training, is offering all courses remotely during the COVID-19 lockdown.
Aussies keen to go remote, but businesses may not be prepared
Tue, 31st Mar 2020
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hybrid & remote work
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uc
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collaboration
A recent survey has shown that most Australian workers are finding remote work a boon, but businesses need to stay on top of tech to make it work.
Interview: Equinox co-CEOs on adopting cloud and delivering business value
Tue, 31st Mar 2020
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uc
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devops
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public cloud
In an exclusive interview, Equinox IT's co-CEOs discuss agile methodologies, cloud adoption, and navigating business value during the COVID-19 crisis.
Data#3 announces remote working solutions to enable Aussie businesses
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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contact centre
Australian technology and services provider Data#3 has launched remote working solutions to support employees and employers during the COVID-19 lockdown.
Slack hires new head of APAC as remote working business booms
Fri, 27th Mar 2020
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digital entertainment
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uc
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hybrid & remote work
Slack has reported that in the past seven weeks, more than 7,000 new companies have signed up to Slack as remote working becomes the new norm.
Deep learning seeing widespread adoption in APAC region
Fri, 27th Mar 2020
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uc
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martech
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ai
Deep learning is driving AI growth in the APAC region, with the market expected to account for 30% of global AI revenue, USD $97.5 billion by 2024.
Kaspersky announces update to Microsoft Office 365 security solution as COVID-19 threats emerge
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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cybersecurity
The upgrade introduces enhanced anti-phishing capabilities with a dedicated anti-spoofing feature, as well as bolstered protection within Microsoft Teams.
OnePlace Solutions offers free Microsoft 365 add-on to support remote workers during COVID-19
Fri, 27th Mar 2020
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uc
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hybrid & remote work
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voip
The offer comes after Microsoft announced that subscribers to Microsoft Office 365 will be able to access a free trial of the Microsoft Teams software.