Contact Centre stories - Page 78
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.
Cisco and Optus collaboration to drive AU digital transformation
Wed, 8th Mar 2017
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uc
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network infrastructure
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digital transformation
Optus Business and Cisco firmly believe a smart network is fundamental to the business transformation journey.
Bankrupt Avaya enters asset purchase agreement - ANZ MD assures partners
Wed, 8th Mar 2017
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uc
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network infrastructure
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sdn
Avaya earlier this year filed for bankruptcy and has now announced it has entered into an asset purchase agreement with Extreme Networks.
Trustwave exposes backdoor in DblTek devices; vendor issues poor patch & goes silent
Mon, 6th Mar 2017
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uc
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voip
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contact centre
DblTek left vulnerabilities in its IoT devices, tried to hide the vulnerability, issued shoddy patches and cut off all contact with Trustwave.
Police to launch non-emergency 24/7 phone number
Thu, 2nd Mar 2017
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uc
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telephony
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contact centre
New Zealand Police introduce round-the-clock non-emergency phone service to improve connection and trust with the public.
Aussie tech companies ink exclusive deal to stop fraudulent CNP transactions
Thu, 2nd Mar 2017
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uc
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contact centre
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fraud
Australia experienced $402 million in fraudulent CNP transactions in the first half of 2016, according to the Australian Payments Clearing Association (APCA).
Australian-based Quality Connex inks five year deal with MyRepublic
Tue, 28th Feb 2017
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crm
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uc
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hyperscale
Australian cloud contact centre specialist, Quality Connex, seals a five-year deal with ISP MyRepublic to deliver omni-channel services across the Asia Pacific.
Access4 offers up new channel-focused BroadSoft CC-One deployment
Mon, 27th Feb 2017
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uc
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contact centre
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access4
Access4 is hosting BroadSoft's new CC-One in a move it says enables its partners to offer a data driven contact centre and telephony solution in one.
The UC tussle between Cisco, Microsoft and Google - and they're just getting started
Mon, 27th Feb 2017
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uc
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digital transformation
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microsoft
There is a true battle going on between the three heavyweights, with all offering unique products that are in fact subtly similar.
Enghouse offering local resellers new hosting opportunity
Thu, 23rd Feb 2017
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uc
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contact centre
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enghouse interactive
Enghouse Interactive is about to launch a new self service IVR platform locally and it's on the hunt for resellers to provide hosted versions.
QPC to rollout new workforce management system for Service SA
Wed, 22nd Feb 2017
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uc
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contact centre
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service sa
QPC starts implementation of Genesys PureConnect system for Service SA, including telephony and workforce management capabilities.
The biggest tech & digital trends we're getting excited about this year
Mon, 20th Feb 2017
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uc
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data analytics
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martech
We’re at a huge moment in time for the digital and technology world. With new ideas testing the boundaries, we’re entering an exciting new phase.
Spark NZ: Dynamic change, fibre movement & the road ahead
Thu, 16th Feb 2017
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uc
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contact centre
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financial results
Mark Verbiest and Simon Moutter address Spark's financial results for the half-year ending 31st December 2016.
MYOB teams up with Genesys to provide integrated customer service experience
Wed, 15th Feb 2017
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crm
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uc
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fintech
MYOB partners with Genesys to revamp contact centre capabilities and provide a personalised customer service experience.
IBM Watson has a new job: Cognitive cybersecurity expert
Wed, 15th Feb 2017
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uc
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martech
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cybersecurity
Watson has spent the past year training in cybersecurity language from more than one million security documents, and is now being integrated into SOC.
AU contact centre spend surpasses $500m in 2016
Wed, 15th Feb 2017
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saas
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crm
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uc
Recent research has revealed huge growth in the contact centre market in Australia - including the service providers showing the most potential.
Avaya looks to drive digital transformation in India with new R&D team
Tue, 14th Feb 2017
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uc
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digital transformation
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avaya
Avaya recently announced a new leadership team to drive product innovation in its research and development (R&D) centers across Pune and Bangalore.
Air NZ makes moves in AI technology with its very own chatbot
Wed, 8th Feb 2017
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uc
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cx
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martech
Air New Zealand introduces chatbot, Oscar, to provide personalised assistance and move away from traditional FAQ sections.
Slack launches attack against Microsoft with new product release
Wed, 1st Feb 2017
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uc
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microsoft
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collaboration
Slack are calling it one of their ‘most significant news announcements to date’, that will shape the future of work for teams and businesses.
IDC Philippines on DX, cybersecurity and hyper-disruptive marketplaces
Tue, 31st Jan 2017
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uc
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software development
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contact centre
IDC Philippines offers up its top predictions on major technology trends presenting opportunities and challenges to IT leaders in 2017 and beyond.
NZ energy retailer shifts into cloud after nine month migration
Tue, 31st Jan 2017
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uc
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migration
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datacentre infrastructure
It’s clear that digitisation is continuing its steady march onward, with another major Kiwi company migrating to the cloud.