Contact Centre stories - Page 71
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.
Air New Zealand launching as a skill on Amazon Alexa
Mon, 22nd Jan 2018
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uc
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martech
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ai
Air New Zealand is pioneering in Australasia with an Alexa skill, letting customers check flight statuses hands-free. It launches in early February.
Dell launches environmentally sustainable jewellery line
Wed, 17th Jan 2018
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uc
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network infrastructure
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cleantech
Dell partners with actress Nikki Reed to launch a jewellery line using recycled gold from computer motherboards, blending sustainability with fashion.
How smaller Kiwi telcos are gaining market share
Wed, 17th Jan 2018
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uc
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commerce commission
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kordia
But why are we seeing an increase in market share by the smaller telcos at a time where fewer and fewer exist?.
75% using collaboration technologies: Polycom reveals key trends for 2018
Mon, 15th Jan 2018
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uc
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hybrid & remote work
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cloud services
Polycom has revealed findings from its latest research that shows collaboration technologies to be transforming business in 2018.
Top digital opportunities for Kiwi SMBs going into 2018
Mon, 15th Jan 2018
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uc
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martech
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iot
New Zealand businesses urged to embrace technology as digital opportunities arise in 2018 - Spark #technology #digitalopportunities.
The new normal: Robots, hyper-collaboration and smart meetings
Fri, 12th Jan 2018
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uc
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hybrid & remote work
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cloud services
With 75% of employees using collaboration tech, Polycom's research forecasts an exponential growth in smart meetings, cloud integration, and AI-driven tools.
Genesys appoints Tony Winterbottom to lead its government division
Fri, 12th Jan 2018
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crm
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uc
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cx
The former Teradata executive will help the customer experience provider grow its presence within the ANZ public sector.
Exclusive interview: Chatbot 101 with Tim McNamara, founder of Hut34
Thu, 11th Jan 2018
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uc
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cryptocurrency
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blockchain
Tim McNamara, founder of Hut34, shares insights on chatbots, IoT integration, and tackling Australia's blockchain talent drought in our exclusive interview.
Kiwi institution picks up major Australian Govt. contract
Wed, 10th Jan 2018
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crm
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uc
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martech
Datacom has secured a three-year contract with the Australian Department of Home Affairs to provide client inquiry services.
How to regain customers' trust after a CX failure
Tue, 9th Jan 2018
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crm
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uc
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cx
After a year rife with Customer Experience (CX) failures, Australian companies must repair consumer trust through transparency and reliable service delivery.
Polycom announces acquisition of Obihai Technology
Mon, 8th Jan 2018
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uc
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hybrid & remote work
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voip
The combination is expected to expand the markets available to Polycom solutions for its worldwide network of channel partners.
5 predictions for 2018 from channel insiders
Thu, 14th Dec 2017
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virtualisation
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uc
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predictions
ChannelLife has gathered information from several insiders and come up with five predictions for the ANZ channel in 2018.
Only 20% of e-waste is recycled - and this needs to change, says United Nations
Thu, 14th Dec 2017
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uc
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cleantech
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voip
A new report reveals that e-waste is a growing crisis, with 44.7 million metric tonnes generated in 2016, and a further increase predicted for 2021.
Businesses MUST prepare: World's cybersecurity big guns forecast 2018
Mon, 11th Dec 2017
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malware
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uc
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ransomware
What will 2018 bring? We’ve brought together a line-up of cybersecurity heavyweights to provide their opinions on various topics for the year ahead.
Canberra Data Centres, NextDC, Datacom...Frost & Sullivan names Australia's top companies
Fri, 8th Dec 2017
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uc
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ddos
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digital transformation
One of the big winners of the night was Metronode, who was named Australia’s Data Center Service Provider of The Year.
AI causing consumer concern about data privacy: 61% say govt should take action
Fri, 8th Dec 2017
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uc
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data protection
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martech
Artificial intelligence is causing concern among consumers worldwide because it could potentially infringe on their privacy.
Five core principles for developing AI for business
Mon, 4th Dec 2017
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uc
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martech
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ai
Kriti Sharma, Sage VP of bots and AI talks about the fundamentals of AI today and where it's headed in the future.
Microsoft teams up with TomTom to launch Azure Location Based Services
Fri, 1st Dec 2017
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uc
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public cloud
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iot
Microsoft is launching a new Azure service that aims to meet the geospatial needs enterprise customers that use location data.
Frost & Sullivan names Indonesia's top data center service provider
Thu, 30th Nov 2017
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uc
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awards
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telco
Frost - Sullivan honours top Indonesian companies for leadership, innovation, customer service and product development.
Interview: zipMoney on disrupting the consumer credit market & that $40m Westpac investment
Thu, 30th Nov 2017
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uc
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martech
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commerce systems
They knew that Australian consumers were unhappy with credit cards and other debt facilities - especially millennials.