Contact Centre stories - Page 65
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.
8x8 accelerates APAC expansion, appointing first ever NZ Regional Manager
Thu, 6th Sep 2018
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crm
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martech
8x8 accelerates its APAC expansion by appointing Deane Jessep as New Zealand Regional Manager, aiming to boost sales and channel partnerships.
Exclusive: SailPoint CEO on why bot identities need to be scrutinised
Wed, 5th Sep 2018
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uc
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martech
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it automation
Bots today have access to mission-critical systems, applications and data, just like any other user within the organisation.
Kordia introduces Direct Routing for Microsoft Teams
Mon, 3rd Sep 2018
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uc
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microsoft
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kordia
The development makes Kordia the first telecommunications provider in New Zealand to enable this functionality.
New channel head appointed for Tealium ANZ
Mon, 3rd Sep 2018
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uc
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data analytics
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martech
The data orchestration solution provider has named a new head of channel partnerships for Australia and New Zealand.
Adobe announces open platform for Experience Design
Wed, 29th Aug 2018
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uc
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martech
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voip
Adobe XD opens its platform for custom plugins, integrating with Microsoft Teams, Slack, and Jira, and launches a $10 million fund to spur design innovation.
Exclusive: An inside look at Lenovo’s AI initiatives
Wed, 29th Aug 2018
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uc
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digital transformation
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martech
Lenovo's AI initiatives include the launch of Lenovo Intelligent Computing Orchestration (LiCO) to simplify AI model development. #AI #Lenovo.
How AIaaS is following in the footsteps of SaaS
Tue, 28th Aug 2018
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uc
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iaas
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ai
AI as a service is revolutionizing businesses and workplaces, providing valuable data and improving efficiency. #AI #technology.
3CX names auckland firm Ufone as preferred SIP provider
Tue, 28th Aug 2018
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uc
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cx
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martech
Auckland telecommunications company Ufone has picked up an accolade for being a preferred SIP provider in New Zealand.
Avaya and Unisys partner to bring cloud-based UC to Aussie Govt
Wed, 22nd Aug 2018
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crm
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cx
Avaya and Unisys team up to provide the Australian government and key sectors with AI-driven, secure cloud-based unified communications solutions.
The Warehouse's mobile app now uses AI to help 'Snap and Shop'
Thu, 16th Aug 2018
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uc
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digital transformation
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martech
The Warehouse has dipped its toes into neural networking and artificial intelligence to make it easier for customers to ‘Snap and Shop’.
Former Google exec joins HubSpot as APAC managing director
Thu, 16th Aug 2018
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crm
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uc
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data analytics
HubSpot appoints former Google Cloud leader Shahid Nizami as managing director for Asia Pacific. He will be based in Singapore.
Kiwi UC provider becomes a Microsoft Co-Sell partner
Mon, 13th Aug 2018
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uc
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microsoft
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contact centre
Virsae, a New Zealand unified communications service provider, has achieved Microsoft's Co-Sell ready designation for international growth opportunities.
PON market on track to hit US$7b in under 5 years
Tue, 31st Jul 2018
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uc
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hyperscale
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dc
Dell’Oro’s Broadband Access 5-Year Forecast Report examines how the passive optical network will grow in the near future.
Avaya’s BI solution wins gold with blockchain integration
Mon, 30th Jul 2018
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uc
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data analytics
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blockchain
The blockchain infrastructure securely collects and shares anonymous customer interaction data from a network of peers.
BlueJeans expands channel programme with incentives and investments
Fri, 27th Jul 2018
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uc
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partner programmes
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cloud services
The UC solutions provider looks to increase growth as its offerings become increasingly distributed through the channel.
8x8 selects Confirmit to deliver deeper customer insights
Wed, 25th Jul 2018
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crm
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uc
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cx
Confirmit Horizons platform to power customer voice programme for leading cloud communications solutions provider 8x8.
SAP Cloud Platform will finally see AWS for ANZ in 2018
Tue, 24th Jul 2018
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uc
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datacentre infrastructure
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hyperscale
SAP Cloud Platform will be available through AWS Asia Pacific (Sydney) region to allow local users easier access to SAP’s cloud solutions.
Exclusive: The future of AI as a business tool
Mon, 23rd Jul 2018
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uc
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digital transformation
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martech
Recently I had the opportunity to discuss the implications and implementations of AI within enterprise with Bluewolf ANZ MD Gavin Diamond.
Vodafone NZ partners with IBM for when everything goes digital
Fri, 20th Jul 2018
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uc
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martech
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partner programmes
Coming on the heels of a similar announcement from its biggest rival, Vodafone NZ hopes to achieve its Digital Vodafone 2021 program with IBM.
How chatbots can enhance the customer experience
Wed, 18th Jul 2018
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uc
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data protection
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cx
Companies are increasingly using chatbots in their mobile apps to enhance customer service and improve the overall customer experience.