Contact Centre stories - Page 61
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.
Key trends bolstering digital transformation in 2019
Wed, 16th Jan 2019
#
uc
#
edge computing
#
martech
User experience, edge computing and AI will dominate as key trends in 2019 as organizations focus on simplifying enterprise architectures.
How RingCentral aims to expand its customer engagement portfolio
Tue, 15th Jan 2019
#
uc
#
cx
#
martech
RingCentral is set to acquire Connect First, enhancing its customer engagement portfolio with a robust outbound/blended communication platform.
Jabra launches wireless earbuds for mobile workforce
Tue, 15th Jan 2019
#
uc
#
digital entertainment
#
voip
Jabra has released wireless earbuds designed for mobile professionals, featuring Skype for Business certification.
Interview: AWS ANZ MD discusses machine learning strategy
Wed, 9th Jan 2019
#
uc
#
hyperscale
#
public cloud
AWS ANZ MD Paul Migliorini outlines the cloud giant’s machine learning strategy, highlighting SageMaker’s swift adoption in Australia and New Zealand.
AI: Get started now, but on the right foot.
Mon, 7th Jan 2019
#
uc
#
martech
#
ai
AI specialist Rick Rider’s guide to getting AI experimentation right as the technology becomes a necessity in 2019.
Class in the clouds: How AI and cloud can transform education
Thu, 3rd Jan 2019
#
edutech
#
uc
#
martech
The global education landscape is changing, and Australia no exception. Michael Chetner explains how AI and the cloud will create a new way to learn.
Voice and digital assistants the next enterprise step for AI
Mon, 24th Dec 2018
#
uc
#
data analytics
#
martech
Voice and digital assistants are set to transform enterprise AI, automating tasks and enhancing user interfaces with spoken commands and personalised features.
Spark creates enhanced Teams solution for business
Tue, 18th Dec 2018
#
uc
#
plantronics
#
microsoft
Spark has combined the Microsoft Teams product suite with a number of other unique benefits to create Spark Enhanced Teams (SET).
Marriott sets up call centres to answer questions on data breach
Mon, 17th Dec 2018
#
uc
#
breach prevention
#
cybersecurity
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.
The key to financial institutions’ path to digital dominance
Thu, 13th Dec 2018
#
crm
#
uc
#
data analytics
To achieve digital dominance, financial institutions must harness their vast data troves for personalised services, risk modelling, and fraud prevention.
Using blockchain to ensure regulatory compliance
Wed, 12th Dec 2018
#
uc
#
ecm
#
blockchain
Macro 4's new Columbus DW software enhances data protection & regulatory compliance through document redaction & blockchain integration.
Telesmart to deliver Cloud Calling for Microsoft Teams
Tue, 11th Dec 2018
#
uc
#
microsoft
#
voip
New Zealand’s Telesmart becomes the first provider in the country to offer Cloud Calling for Microsoft Teams, enhancing external voice connectivity.
Jade Software & Ambit take chatbots to next level of AI
Tue, 11th Dec 2018
#
uc
#
crm
#
martech
Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
Genesys PureCloud generates triple-digit revenue growth year on year
Tue, 11th Dec 2018
#
uc
#
network infrastructure
#
sdn
Genesys PureCloud posted remarkable growth, doubling revenue in Australia and New Zealand year-on-year and securing over 500 global customers.
Golden opportunities for enterprise e-waste reduction
Mon, 10th Dec 2018
#
uc
#
datacentre infrastructure
#
hyperscale
As e-waste volumes surge past 50 million tonnes globally, businesses face pressure to improve technology asset management and embrace recycling efforts.
Meet Rentbot, the chatbot that can help with tenancy law
Mon, 10th Dec 2018
#
uc
#
martech
#
ai agents
If you find yourself in a tricky situation - or if you just want to understand your rights as a landlord or tenant, you can now turn to a chatbot for help.
Preparing for the future of work – growing big ideas from small spaces
Mon, 10th Dec 2018
#
uc
#
daas
#
martech
As Australian businesses rethink small meeting spaces, the rise of huddle rooms is transforming modern workplaces, enhancing team collaboration and innovation.
Tether: The Kiwi startup fighting back against cold, damp homes
Fri, 7th Dec 2018
#
uc
#
cleantech
#
sustainability
Local startup Tether aims to solve New Zealand's housing problem with its home environmental monitoring system.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
#
network infrastructure
#
uc
#
hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
Mitel partners with Aussie distributor to bring UCaaS to ANZ
Tue, 4th Dec 2018
#
uc
#
network infrastructure
#
sdn
Mitel has signed a master agent agreement with Tradewinds Brokerage to expand its unified communications as a service (UCaaS) market in ANZ.