Contact Centre stories - Page 56
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.
Amadeus announces travel application on Salesforce AppExchange
Tue, 25th Jun 2019
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uc
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data analytics
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martech
Amadeus launches a service optimiser app on Salesforce AppExchange, revolutionising how airlines connect with customers, partners, and employees.
Moving away from ISDN: Why SIP is better for the public sector
Mon, 24th Jun 2019
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uc
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contact centre
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voip
As Telstra phases out ISDN, public sector organisations must adopt SIP to ensure cost-effective, scalable, and secure communication solutions.
BayCom scoops NEC channel partner award
Wed, 19th Jun 2019
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uc
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digital signage
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partner programmes
NEC Australia has awarded New Zealand systems integrator BayCom the title of Export Channel Partner of the Year for Unified Communications.
New panoramic video conference camera by Jabra
Wed, 19th Jun 2019
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uc
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cisco
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video conferencing
The PanaCast is made for huddle rooms and spaces, delivering wall-to-wall video and audio, and data that is critical for modern video collaboration.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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saas
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uc
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hybrid cloud
HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
Gartner: CRM makes up 1/4 of global enterprise software spend
Wed, 19th Jun 2019
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uc
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crm
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data analytics
Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.
Soul Machines creates digital human for skincare firm SK-II
Tue, 18th Jun 2019
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uc
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martech
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ai agents
Soul Machines partners with skincare giant SK-II to unveil YUMI, the first autonomously animated digital influencer, enhancing customer interaction.
DX becomes the driving change in four key industries
Fri, 14th Jun 2019
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digital transformation
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uc
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martech
Digital transformation is shaking up legal, finance, education, and manufacturing sectors, driving profit boosts and demanding rapid adaptation, says Gartner.
How visual assistance impacts customer service KPIs - TechSee
Wed, 12th Jun 2019
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crm
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uc
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digital transformation
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
Suncorp commits to continuous learning for employee empowerment
Wed, 12th Jun 2019
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edutech
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uc
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digital transformation
Australian financial services organisation Suncorp doesn’t just want to teach things using lengthy work programs and face-to-face courses that are taught once.
Newtech's new partnership to deliver analytics and reporting tools to APAC
Tue, 11th Jun 2019
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data analytics
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uc
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martech
Newtech Solutions partners with Tollring to bring call analytics and reporting tools to its Asia Pacific customers.
SolarWinds updates network management portfolio
Fri, 7th Jun 2019
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uc
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network infrastructure
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sdn
SolarWinds enhances its networking suite with support for Palo Alto Networks firewalls, boosting data visibility and scalability for IT professionals.
Fusion5 teams up with Ambit in NZ and AUS
Fri, 31st May 2019
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uc
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martech
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ai agents
New Zealand-based chatbot platform Ambit has partnered with business solutions firm Fusion5 in New Zealand and Australia.
10 ways disties can stay relevant in the age of Amazon
Wed, 29th May 2019
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uc
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digital transformation
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cx
Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.
Youthline’s new AI-powered support service is now live
Mon, 27th May 2019
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uc
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martech
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ai
Youthline launches its new Digital Assistant, Sam, to provide support and information to young people in New Zealand.
Are AI assistants teaching girls to be servants?
Thu, 23rd May 2019
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uc
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dei
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martech
AI assistants with female voices reinforce harmful gender stereotypes, according to a UN study. Biases in tech could widen the digital skills gap for women.
Zoom Phone beta announced for local customers
Thu, 16th May 2019
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uc
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contact centre
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voip
Zoom has launched a beta version of its Zoom Phone service in Australia, introducing BYOC and certifying new desk phone devices from Poly and Yealink.
CIOs in ANZ are slowly making digital business progress
Wed, 15th May 2019
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data analytics
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uc
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digital transformation
Despite 30% of ANZ organisations scaling digital investments, 70% lag in evolving digital foundations amid flat IT budgets, says Gartner survey.
Could Huawei be paving the way to digitisation for carriers?
Tue, 14th May 2019
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uc
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contact centre
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cloud services
Huawei and AsiaInfo's integration of cloud and CRM systems promises faster market entry and greater flexibility for carriers, poised for digital transformation.
Survey reveals significant gaps between customer expectations and service experience in Australia
Thu, 9th May 2019
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uc
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robots
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martech
New research by Pegasystems reveals a critical need for more intelligent automation, with 73% of Australians preferring human customer service over bots.