Contact Centre stories - Page 45
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.
Five tips to get security-ready for the future of remote work
Fri, 19th Jun 2020
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uc
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data protection
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hybrid & remote work
As remote work becomes permanent, companies struggle to keep data secure. Here are five crucial tips to bolster your cybersecurity defences now.
Oracle combines cloud automation with comms security in new solution
Thu, 18th Jun 2020
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uc
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cloud security
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it automation
Oracle’s new AI-powered Communications Security Shield Cloud proactively shields enterprises from network threats, ensuring safer, real-time communications.
Vet CX chooses MaxContact to improve customer experience
Wed, 17th Jun 2020
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crm
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uc
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cx
Vet CX deploys MaxContact's cloud contact centre solution, reducing call costs by 35% and improving overall customer experience.
Expansion adds on-prem access to Acronis Cyber Protect solution
Tue, 16th Jun 2020
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malware
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uc
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cybersecurity
Acronis expands its Cyber Protect product to on-premise, enabling IT teams to test a new beta solution that addresses remote work cybersecurity needs.
K2 automation solution streamlined client-onboarding for law firm
Tue, 16th Jun 2020
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uc
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it automation
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contact centre
K2's automation platform and UiPath's RPA have enabled Shine Lawyers to streamline client onboarding, cutting costs and driving AU$290,000 in early savings.
Poly unveils Room Solutions for Microsoft Teams Rooms
Tue, 16th Jun 2020
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uc
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hybrid & remote work
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microsoft
Poly’s Room Solution for Teams Rooms comes in a variety of different configurations for different room sizes, depending on individual requirements.
PKT’s new picture-based, programmable keyboard
Mon, 15th Jun 2020
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uc
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martech
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peripherals
The Aussie company’s product uses fibre optics to allow each of the keyboard’s keys to display any required image and enact a predetermined action.
8x8 brings enterprise telephony to Microsoft Teams
Fri, 12th Jun 2020
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uc
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hybrid & remote work
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microsoft
8x8 has added Voice for Microsoft Teams to enable enterprise cloud telephony, keeping the Teams experience unchanged for end users.
Flinders University conducts major overhaul of IT systems
Thu, 11th Jun 2020
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edutech
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uc
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hcm
Flinders University undergoes 'sweeping' digital overhaul, implementing Workday software to transform its IT systems and support staff excellence.
Remote employees struggling to access critical info
Wed, 10th Jun 2020
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uc
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hybrid & remote work
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collaboration
Remote employees are facing challenges accessing critical information and being excluded from meetings, according to new research by Igloo Software.
How SD-WAN can relieve home office networking pains
Wed, 10th Jun 2020
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uc
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vpns
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network infrastructure
Remote working has tested how well every organisation’s remote connectivity can scale, particularly in areas such as VPN infrastructure and connection quality.
Cloud-based products 'outshining' traditional IT offerings in APAC
Tue, 9th Jun 2020
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uc
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hyperscale
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public cloud
Cloud-based products are outshining traditional products as the demand for resilient business continuity surges in the APAC region, according to GlobalData.
Repurposing product offerings for business continuity and DX vital for APAC tech vendors
Mon, 8th Jun 2020
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uc
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digital transformation
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voip
APAC tech vendors must revamp product offerings to drive business continuity and digital transformation post-COVID-19, says new GlobalData research.
Nuance revamps AI authentication to protect seniors from fraud
Fri, 5th Jun 2020
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uc
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contact centre
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nuance
Nuance enhances Gatekeeper AI to better protect seniors from fraud, prioritising elderly callers in call centres amid rising cyber threats during COVID-19.
Microsoft partners with Workday to prioritise enterprise planning in the cloud
Fri, 5th Jun 2020
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uc
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public cloud
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martech
Microsoft partners with Workday to bring Workday Adaptive Planning to Azure cloud, enhancing productivity and collaboration for customers.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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uc
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hyperscale
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public cloud
Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
Remote workers need to up their game to keep organisations secure
Fri, 5th Jun 2020
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uc
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iam
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hybrid & remote work
Remote workers' habits are jeopardising corporate security, says CyberArk study; password reuse and insecure BYOD devices are key culprits.
RingCentral launches new partner programme
Thu, 4th Jun 2020
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uc
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partner programmes
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contact centre
Enables qualifying partners to manage the sales process end-to-end for opportunities for organisations of up to 400 employees.
AI chatbot helps users navigate COVID-19 stimulus packages
Tue, 2nd Jun 2020
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uc
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martech
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ai
RSM Australia has launched RAMI, an AI chatbot designed to help users navigate complex COVID-19 financial stimulus packages, offering 24/7 support.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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crm
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uc
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data analytics
A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.