Contact Centre stories - Page 85
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.
Paul McCartney and Skype come together, all in the name of love
Fri, 12th Feb 2016
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uc
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digital entertainment
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contact centre
The former Beatle has partnered with Skype to celebrate Valentine's Day by composing music to accompany ten ‘Love Mojis’. Yes, you read that right.
Avaya launches unified comms midmarket offering
Wed, 10th Feb 2016
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uc
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partner programmes
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avaya
Avaya Midmarket Cloud Solutions is the latest in a series of Avaya programmes focusing on enabling channel partners and midsize companies evolve.
Threats new and old targeting financial organisations
Tue, 9th Feb 2016
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uc
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cybersecurity
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contact centre
Financial organisations are under attack from cybercriminals Carbanak 2.0, Metel, and GCMAN, according to Kaspersky Lab.
Digital banking: Balancing security & convenience – without getting creepy!
Tue, 2nd Feb 2016
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uc
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iot
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bank security
Banks are constantly adopting new and innovative technologies, but what is the impact on security? Can personalisation become creepy?.
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UPDATED: Vodafone internet down around New Zealand, customers want answers
Thu, 28th Jan 2016
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wireless networks
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uc
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customers
Vodafone NZ internet is down around the country, and with no word from the company, customers have turned to Facebook to share their thoughts.
AI, mobility, IoT revolutionises customer experience
Tue, 26th Jan 2016
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uc
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cx
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martech
Customer experience is the top priority for companies as technology revolutionizes engagement, according to Interactive Intelligence.
Verint and Squiz partner up, target government bodies
Thu, 21st Jan 2016
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uc
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digital transformation
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contact centre
Verint teams with Squiz to bolster digital overhaul in public sector, aiming for elevated citizen engagement and streamlined services.
Three ways to meet consumer demand this year
Wed, 20th Jan 2016
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uc
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cx
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martech
In 2023, staying ahead in retail means mastering omni-channel experiences and refining customer journey analytics, asserts Teradata.
Microsoft ramps up Skype for Business with Aussie tech buy
Thu, 14th Jan 2016
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uc
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microsoft
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voip
Microsoft has snapped up tech assets from Event Zero to help expand and improve Skype for Business' built-in management tools and analytics.
When should you price match?
Mon, 11th Jan 2016
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uc
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dts
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telco
Amid telecom cost wars, NZ ISPs ponder sustainable pricing, seeking a balance between matching rivals and keeping margins healthy.
Australian UC market shaken up by disruptive technologies
Fri, 18th Dec 2015
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uc
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wireless networks
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frost & sullivan
As the market is impacted by disruptive technologies, UC solutions will evolve to stay relevant in order to service the core need for enterprise comms.
Who's listening? VoIP systems vulnerable to hacking
Fri, 18th Dec 2015
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uc
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voip
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contact centre
Businesses need to ensure they have the appropriate security measures in place to avoid being targeted by cyber criminals hacking into their systems.
Spark commits to better customer service, launches online outage map
Wed, 16th Dec 2015
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uc
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crm
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martech
As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark’s mobile broadband or landline networks.
How to ensure people and data work together effectively
Wed, 16th Dec 2015
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data analytics
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uc
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martech
People and data are a powerful combination, but it can be hard to get both right. Effective people management is crucial to the success of data.
The benefits of VoIP in small business
Mon, 14th Dec 2015
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uc
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smb
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voip
VoIP technology is becoming more popular with small businesses, offering flexibility, cost savings, and a range of useful features.
Passwords out, new mobile ID methods taking off
Tue, 8th Dec 2015
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uc
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juniper research
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telco
Data theft is continuing to spur on the mobile identification market, and will generate an additional $700m for mobile network operators by 2020.
New Opportunities for Zeacom as it becomes Enghouse Interactive
Tue, 8th Dec 2015
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uc
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contact centre
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zeacom
International acquisitions of Kiwi companies often spell the beginning of the end for the local operations, but for Zeacom it's a different story.
Telstra, Bulletproof among Frost & Sullivan Aussie Excellence winners
Fri, 4th Dec 2015
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uc
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edge computing
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iaas
Telstra scored four wins at Frost & Sullivan’s Australia Excellence Awards, with Bulletproof, Canberra Data Centres and Microsoft among the winners.
Cogent chosen as primary NZ reseller of Aspect Software
Fri, 4th Dec 2015
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uc
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partner programmes
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resellers
Cogent has signed a channel partner and reseller agreement with Aspect Software, a global vendor in the customer contact management space.
Auckland school kicks off Microsoft’s worldwide Skype-a-Thon
Fri, 4th Dec 2015
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edutech
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uc
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microsoft
Yesterday New Zealand led the world into the global Microsoft Skype-a-Thon, a 48-hour long event designed to connect schools around the world.