Contact Centre stories - Page 27
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.
2022 will see the rise of digital twin marketplaces, report finds
Fri, 31st Dec 2021
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uc
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it in manufacturing
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martech
Next year will see a US$4.6 billion global spend on industrial digital twins, according to a new whitepaper by ABI Research.
End of 2021 marks drop in cyber attacks, and increase in remote access malware
Fri, 24th Dec 2021
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malware
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uc
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ransomware
Unique cyber attacks decrease in Q3 2021, but attacks on individuals rise, says Positive Technologies report. Remote access trojans also on the rise.
Frost & Sullivan names Vonage the Asia-Pacific CPaaS Company of the Year
Tue, 21st Dec 2021
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paas
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iaas
Frost & Sullivan has named Vonage Asia-Pacific Communications Platform as a Service Company of the Year for the third year in a row.
Delivering a compelling customer experience in the digital age
Wed, 15th Dec 2021
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crm
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cx
Delivering a positive customer experience in the digital age starts with a modern website, or risk losing customers.
Right-Hand announces expansion and new offerings for the APAC market
Tue, 14th Dec 2021
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risk & compliance
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cybersecurity
Cybersecurity firm Right-Hand expands to US and Australia, launching AI-powered platform to tackle business data breaches.
Adobe, Microsoft reinvent future of work with expansion of strategic partnership
Mon, 13th Dec 2021
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martech
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partner programmes
Adobe and Microsoft have announced a new joint venture to enhance digital collaboration and productivity in the hybrid workplace.
Auckland DHB to revamp patient administration system next year
Mon, 13th Dec 2021
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healthtech
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software
The DHB aims to replace three of its patient management systems with a single system with the aim of streamlining business processes and workflows.
Microsoft and Objective help government agencies balance collaboration with information governance
Fri, 10th Dec 2021
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partner programmes
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microsoft
Microsoft and Objective Corporation have teamed up to help government and regulated industries balance digital collaboration with data governance.
Enabling seamless transitions to the cloud
Fri, 10th Dec 2021
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virtualisation
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migration
The last two years have seen unprecedented business upheaval – not just in Australia and New Zealand (ANZ) but also globally.
Genesys raises $580 million in funding at $21 billion valuation
Thu, 9th Dec 2021
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crm
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data analytics
Genesys has announced a $580 million round of funding to accelerate the company's leadership in the Experience as a Service market globally.
Ingram Micro equips St John with state-of-the-art technology
Thu, 9th Dec 2021
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uc
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healthtech
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voip
The technology gifted to St John includes Jabra headsets, Yealink and Poly conference phones, and Logitech keyboard and mouse sets, worth over $8,000.
How digital natives are changing the future of work
Wed, 8th Dec 2021
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martech
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With Gen Z set to comprise one-third of the Australian workforce by 2030, there is no mistake that their presence will impact the future of the workplace.
Belong accelerates intelligent automation during COVID-19 with Appian
Tue, 7th Dec 2021
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it automation
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apm
Belong, a leading provider of mobile and internet plans in Australia, is using Appian's Low-Code Platform to automate customer service actions and manage fraud.
8x8 to acquire cloud-based communications company Fuze
Thu, 2nd Dec 2021
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open source
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cloud services
8x8, an integrated cloud communications platform provider, is set to acquire cloud-based communications provider Fuze for $250m.
Okta updates Workflows as standalone offering to accelerate innovation
Thu, 2nd Dec 2021
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uc
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devops
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apm
Okta announces the availability of Okta Workflows as a standalone offering, providing automation for identity-based business processes.
Empired launches new app to reduce human error and improve security
Thu, 2nd Dec 2021
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hcm
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cybersecurity
The Empired User Secure Score works alongside Microsoft Teams, to give organisations a bird’s eye view of the level of security compliance from their team.
Zoom unveils a load of new updates and features
Wed, 1st Dec 2021
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hybrid & remote work
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voip
Zoom has unveiled a raft of new updates and features to its platform, including enhanced slide control, advanced polling, and attendance status.
How businesses can better adapt to meet the changing demands of customer experience
Wed, 1st Dec 2021
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crm
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data analytics
The pandemic has had a significant impact on customer experience in businesses, highlighting the need for digital transformation and personalised solutions.
Businesses prioritise friendliness over function in CX journey - Genesys report
Tue, 30th Nov 2021
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crm
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cx
58% of consumers believe it is important that businesses are quick to respond. However, only 41% of businesses actually prioritise quick responses.
Bitrix empowers businesses with new customer & project management features in Bitrix24
Wed, 24th Nov 2021
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crm
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uc
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devops
Bitrix releases new capabilities in its Bitrix24 business suite, including inventory management, Scrum project management, and BI analytics.