Contact Centre stories - Page 77
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.
Spark reveals new cloud-based customer experience system for Kiwis
Thu, 6th Apr 2017
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uc
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hyperscale
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public cloud
Spark has launched PureCloud, a new customer experience system by Genesys, aimed at helping New Zealand businesses improve their customer interactions.
Widening loss for Dimension Data NZ; reduction in $100k-plus staff numbers
Tue, 4th Apr 2017
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uc
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dimension data
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contact centre
Dimension Data’s New Zealand operations have recorded a widening loss and decreased revenue for its latest financial year.
Cisco ends 2016 on top of collaboration market as Microsoft nips at heels
Mon, 3rd Apr 2017
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uc
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microsoft
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cisco
Cisco ended 2016 top dog in the overall collaboration market, despite a sequential uptick in market share for Microsoft.
ANZ Bank to roll out voice biometrics for high value transactions
Mon, 3rd Apr 2017
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uc
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biometrics
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nuance
From mid-2017, ANZ customers will be able to use their voice to transfer more than $1000 through ANZ’s mobile apps.
How low-code platforms enable digital transformation in ANZ banks
Wed, 29th Mar 2017
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uc
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digital transformation
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fintech
Technology savvy customers across ANZ are demanding for technologies such as mobile commerce and the use of smartphones for banking transactions.
Could voice biometrics in contact centres be the next hot trend?
Wed, 22nd Mar 2017
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crm
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uc
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data analytics
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
Help needed to convince local businesses of value of IoT for CX
Mon, 20th Mar 2017
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uc
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cx
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martech
Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.
Genesys APAC Partner Conference – Dimension Data on top
Thu, 16th Mar 2017
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uc
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dimension data
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awards
Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.
IoT adoption in Australia & New Zealand lagging behind rest of APAC
Wed, 15th Mar 2017
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uc
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crm
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cx
Australia and New Zealand rank lowest in IoT-enabled customer experience maturity, according to a new report by Genesys.
RSL Queensland marks 100th anniversary with Microsoft tech transformation
Wed, 15th Mar 2017
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uc
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voip
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microsoft
RSL Queensland celebrates 100th anniversary with Microsoft technology transformation, leveraging Azure, Office 365, Dynamics365 and Teams.
Power to the people – creating trust in data with collaborative governance
Tue, 14th Mar 2017
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uc
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data protection
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contact centre
Collaborative data governance is an easy way for IT to help ensure that the quality, security, and accuracy of enterprise information is preserved.
The week that was: A wrap-up of this week's AU channel news, moves and action
Fri, 10th Mar 2017
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uc
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channel infrastructure
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contact centre
A lot has gone on this week in the Australian channel, including new job appointments, distie deals and acquisitions - here's a wrap-up of the week.
The week in channel-land: Acquisitions, big money and fresh potential
Fri, 10th Mar 2017
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uc
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google
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microsoft
Another week older and what have you done? We take a look back on the week that was - and just what the channel has been doing.
Cisco and Optus collaboration to drive AU digital transformation
Wed, 8th Mar 2017
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uc
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network infrastructure
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digital transformation
Optus Business and Cisco firmly believe a smart network is fundamental to the business transformation journey.
Bankrupt Avaya enters asset purchase agreement - ANZ MD assures partners
Wed, 8th Mar 2017
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uc
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network infrastructure
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sdn
Avaya earlier this year filed for bankruptcy and has now announced it has entered into an asset purchase agreement with Extreme Networks.
Trustwave exposes backdoor in DblTek devices; vendor issues poor patch & goes silent
Mon, 6th Mar 2017
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uc
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contact centre
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voip
DblTek left vulnerabilities in its IoT devices, tried to hide the vulnerability, issued shoddy patches and cut off all contact with Trustwave.
Police to launch non-emergency 24/7 phone number
Thu, 2nd Mar 2017
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uc
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telephony
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contact centre
New Zealand Police introduce round-the-clock non-emergency phone service to improve connection and trust with the public.
Aussie tech companies ink exclusive deal to stop fraudulent CNP transactions
Thu, 2nd Mar 2017
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uc
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fraud
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contact centre
Australia experienced $402 million in fraudulent CNP transactions in the first half of 2016, according to the Australian Payments Clearing Association (APCA).
Australian-based Quality Connex inks five year deal with MyRepublic
Tue, 28th Feb 2017
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crm
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uc
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hyperscale
Australian cloud contact centre specialist, Quality Connex, seals a five-year deal with ISP MyRepublic to deliver omni-channel services across the Asia Pacific.
Access4 offers up new channel-focused BroadSoft CC-One deployment
Mon, 27th Feb 2017
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uc
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contact centre
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access4
Access4 is hosting BroadSoft's new CC-One in a move it says enables its partners to offer a data driven contact centre and telephony solution in one.