Contact Centre stories - Page 84
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.
Rumour mill – New Zealand-based ISP about to fail
Wed, 4th May 2016
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uc
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contact centre
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trustpower
The IT industry loves a good gossip, and in recent weeks I have heard multiple times that a fairly sizeable ISP in NZ is close to failing.
Service providers a weak link in cybersecurity
Tue, 26th Apr 2016
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uc
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risk & compliance
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cybersecurity
Businesses that allow their service providers to access sensitive data are at risk of a cyberattack, warns consulting firm Protiviti.
Kiwi company FaceMe expands to the US with new partnership
Tue, 26th Apr 2016
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uc
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collaboration
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contact centre
FaceMe, the Kiwi video collaboration company, has teamed up with Pinnaca to enhance its global video portfolio.
Scammers targeting Government call centres
Thu, 21st Apr 2016
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uc
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email security
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cybersecurity
The warning comes after several Government contact centre operators received calls from overseas callers pestering them for information about staff.
Aussie aged care provider looks to boost business with Promapp
Tue, 19th Apr 2016
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uc
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rpa
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management
Bethanie Group has chosen Promapp to provide a platform that will enable the aged care facility provider to develop and expand its business.
Cisco leads IoT security market, followed by Intel and Symantec
Mon, 18th Apr 2016
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uc
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iot
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wireless networks
The growing number of connected devices is driving demand for IoT security, says Amrita Choudhury, analyst at Technavio.
APAC business ahead of the curve when it comes to DX
Mon, 18th Apr 2016
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uc
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hybrid & remote work
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collaboration
The widespread availability and advances in digital technology are causing rapid changes to the workplace, not seen since the industrial revolution.
NZ growing target for cybercrime, especially ransomware
Wed, 13th Apr 2016
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malware
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uc
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ransomware
New Zealand averaged 108 ransomware attacks per day in 2015 according to a new Symantec report, which shows we're an increasing target for cybercrime.
Watch out, there's a new breed of cyber criminal in town
Tue, 12th Apr 2016
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uc
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breach prevention
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symantec
A new class of professional cyber criminals has emerged, adopting corporate practices to increase the efficiency of their attacks.
ShoreTel ramps up focus on APAC region
Fri, 8th Apr 2016
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uc
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contact centre
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shoretel
ShoreTel launches cloud-based voice service in Australia, offering fully managed IP telephony and other features.
Enghouse Interactive provides valuable insights on local government customers
Wed, 6th Apr 2016
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crm
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uc
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martech
Given their great success with councils and local government customers, Enghouse Interactive provides invaluable insights on the industry.
2016 Enghouse roadshow provides insights on making business easier
Thu, 24th Mar 2016
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uc
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contact centre
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enghouse interactive
There is an expectation among businesses in ANZ to have the best technology available, which drives innovation.
Cogent snaps up professional services company Network Pro
Thu, 24th Mar 2016
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uc
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wireless networks
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cloud services
Cogent has acquired professional services company Network Pro, for an undisclosed sum in a deal aimed at adding managed services depth and scale.
Unified communications and collaboration: The way of the future?
Tue, 22nd Mar 2016
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uc
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data analytics
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martech
Unified communications and collaboration (UC-C) offers more than traditional VoIP, says NetScout, warning of potential challenges.
Vodafone to lead 'major' digital transformation at The Trusts
Mon, 21st Mar 2016
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uc
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digital transformation
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telco
The transformation will include improved mobile voice and data capability, unified comms, improved security, and improved Wi-Fi services.
Ingram Micro to boost UC NetXUSA acquisition
Fri, 18th Mar 2016
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uc
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voip
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contact centre
ngram Micro has acquired US-based NETXUSA, a unified communications value-added distributor focused on VOIP and IP phones for telco resellers.
EXCLUSIVE: Behind the scenes with Enghouse CTO
Fri, 18th Mar 2016
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uc
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contact centre
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enghouse interactive
The secret to success in the IT Industry? It all comes down to what you can learn from other people according to Enghouse's CTO.
Interactive Intelligence named AWS Advanced Technology Partner
Thu, 17th Mar 2016
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uc
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hyperscale
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public cloud
Interactive Intelligence gains elite AWS Advanced Tech Partner status, bolstering their innovative PureCloud platform for customer engagement.
Zendesk rolls out Basic Voice, a phone support service for any business
Thu, 17th Mar 2016
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crm
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uc
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martech
Zendesk launches Basic Voice offering reliable phone support for companies of any size as part of its omnichannel support strategy.
Superior customer service aim of the game with new Verizon solution
Fri, 11th Mar 2016
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crm
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uc
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cx
Verizon introduces Unified Customer Experience Solution to enable businesses to connect with customers via web chat & social media.