Contact Centre stories - Page 84
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.
NZ growing target for cybercrime, especially ransomware
Wed, 13th Apr 2016
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malware
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uc
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ransomware
New Zealand averaged 108 ransomware attacks per day in 2015 according to a new Symantec report, which shows we're an increasing target for cybercrime.
Watch out, there's a new breed of cyber criminal in town
Tue, 12th Apr 2016
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breach prevention
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uc
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cyber criminal
A new class of professional cyber criminals has emerged, adopting corporate practices to increase the efficiency of their attacks.
ShoreTel ramps up focus on APAC region
Fri, 8th Apr 2016
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uc
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shoretel
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contact centre
ShoreTel launches cloud-based voice service in Australia, offering fully managed IP telephony and other features.
Enghouse Interactive provides valuable insights on local government customers
Wed, 6th Apr 2016
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uc
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crm
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martech
Given their great success with councils and local government customers, Enghouse Interactive provides invaluable insights on the industry.
2016 Enghouse roadshow provides insights on making business easier
Thu, 24th Mar 2016
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uc
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contact centre
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enghouse interactive
There is an expectation among businesses in ANZ to have the best technology available, which drives innovation.
Cogent snaps up professional services company Network Pro
Thu, 24th Mar 2016
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uc
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wireless networks
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contact centre
Cogent has acquired professional services company Network Pro, for an undisclosed sum in a deal aimed at adding managed services depth and scale.
Unified communications and collaboration: The way of the future?
Tue, 22nd Mar 2016
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data analytics
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uc
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martech
Unified communications and collaboration (UC-C) offers more than traditional VoIP, says NetScout, warning of potential challenges.
Vodafone to lead 'major' digital transformation at The Trusts
Mon, 21st Mar 2016
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uc
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digital transformation
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contact centre
The transformation will include improved mobile voice and data capability, unified comms, improved security, and improved Wi-Fi services.
Ingram Micro to boost UC NetXUSA acquisition
Fri, 18th Mar 2016
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uc
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contact centre
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voip
ngram Micro has acquired US-based NETXUSA, a unified communications value-added distributor focused on VOIP and IP phones for telco resellers.
EXCLUSIVE: Behind the scenes with Enghouse CTO
Fri, 18th Mar 2016
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uc
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contact centre
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enghouse interactive
The secret to success in the IT Industry? It all comes down to what you can learn from other people according to Enghouse's CTO.
Interactive Intelligence named AWS Advanced Technology Partner
Thu, 17th Mar 2016
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uc
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hyperscale
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public cloud
Interactive Intelligence gains elite AWS Advanced Tech Partner status, bolstering their innovative PureCloud platform for customer engagement.
Zendesk rolls out Basic Voice, a phone support service for any business
Thu, 17th Mar 2016
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uc
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crm
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martech
Zendesk launches Basic Voice offering reliable phone support for companies of any size as part of its omnichannel support strategy.
Superior customer service aim of the game with new Verizon solution
Fri, 11th Mar 2016
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crm
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uc
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cx
Verizon introduces Unified Customer Experience Solution to enable businesses to connect with customers via web chat & social media.
Video collaboration the way of the future, according to Polycom and Microsoft
Fri, 11th Mar 2016
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uc
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hybrid & remote work
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voip
Polycom and Microsoft have extended their 12-year partnership to roll out video collaboration solutions for Office 365 and Skype for Business.
Vodafone brings Telecommunications-as-a-Service to Govt
Mon, 7th Mar 2016
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uc
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telco
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government
Careers New Zealand has entered into a partnership agreement with Vodafone, becoming one of the first government agencies to adopt TaaS.
Predictions for Big Data Analytics in 2016
Mon, 7th Mar 2016
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uc
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data analytics
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martech
The collaborative hybrid of human and machine - five ways big data will shape the future of business as we know it.
Victim Support turns to tech to help those in need
Thu, 3rd Mar 2016
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uc
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dimension data
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contact centre
A new IT solution is helping Victim Support keep up with increasing demand for its services, while improving its business continuity and recovery.
Genesys omnichannel solution delivers big ROI, study shows
Mon, 22nd Feb 2016
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crm
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uc
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martech
Genesys has released new research that indicates its omnichannel engagement solution delivers big financial returns to customers.
Mobile technology is changing the healthcare game
Fri, 19th Feb 2016
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uc
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healthtech
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telco
Technology is continuing to bridge the healthcare gap, with mHealth information services set to reach more than 150 million users by 2020.
All clear: Vodafone, Spark lines good to go following ChCh quake
Mon, 15th Feb 2016
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uc
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chorus
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telco
New Zealand’s main telco companies scrambled yesterday to ensure network coverage was maintained following the earthquake in Christchurch yesterday.