Contact Centre stories - Page 86
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.
How to ensure people and data work together effectively
Wed, 16th Dec 2015
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uc
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data analytics
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martech
People and data are a powerful combination, but it can be hard to get both right. Effective people management is crucial to the success of data.
The benefits of VoIP in small business
Mon, 14th Dec 2015
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smb
VoIP technology is becoming more popular with small businesses, offering flexibility, cost savings, and a range of useful features.
Passwords out, new mobile ID methods taking off
Tue, 8th Dec 2015
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telco
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contact centre
Data theft is continuing to spur on the mobile identification market, and will generate an additional $700m for mobile network operators by 2020.
New Opportunities for Zeacom as it becomes Enghouse Interactive
Tue, 8th Dec 2015
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zeacom
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contact centre
International acquisitions of Kiwi companies often spell the beginning of the end for the local operations, but for Zeacom it's a different story.
Telstra, Bulletproof among Frost & Sullivan Aussie Excellence winners
Fri, 4th Dec 2015
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uc
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edge computing
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iaas
Telstra scored four wins at Frost & Sullivan’s Australia Excellence Awards, with Bulletproof, Canberra Data Centres and Microsoft among the winners.
Cogent chosen as primary NZ reseller of Aspect Software
Fri, 4th Dec 2015
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partner programmes
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contact centre
Cogent has signed a channel partner and reseller agreement with Aspect Software, a global vendor in the customer contact management space.
Auckland school kicks off Microsoft’s worldwide Skype-a-Thon
Fri, 4th Dec 2015
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edutech
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uc
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microsoft
Yesterday New Zealand led the world into the global Microsoft Skype-a-Thon, a 48-hour long event designed to connect schools around the world.
Enghouse Interactive seeking local channel expansion in 2016
Fri, 4th Dec 2015
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contact centre
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enghouse interactive
Enghouse Interactive has appointed Kath Murphy as ANZ sales manager, with plans for channel expansion in 2016.
Victoria city council chooses ShoreTel to begin major upgrade
Tue, 1st Dec 2015
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council
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contact centre
Brimbank City Council in Victoria has announced ShoreTel is its chosen vendor for a new unified communications (UC) solution.
Microsoft hosts nationwide Skype and education event
Fri, 27th Nov 2015
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edutech
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microsoft
According to Microsoft, the event is designed to connecting classrooms around the world and showcase how technology can be used to enhance learning.
Security, big data, smart machines to shape tech sector in 2016
Wed, 25th Nov 2015
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uc
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iot
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healthtech
It’s a given that technology will be ubiquitous in every aspect of business, but how it will be used and the impact it will have is up for discussion.
Communication key for business
Wed, 25th Nov 2015
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uc
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voip
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contact centre
Advancements in technology is changing the business landscape, and organisations need to take advantage to ensure they don’t get left behind.
Dimension Data named MVP for Genesys
Tue, 24th Nov 2015
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dimension data
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contact centre
Dimension Data has been named the Most Valuable Partner 2015 for Asia Pacific byGenesys at the G-Force 2015 awards.
Datacom scores Tier 1 Microsoft CSP status
Wed, 18th Nov 2015
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iaas
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microsoft
Datacom has joined nine other companies in gaining Tier 1 status in the Microsoft Cloud Solution Provider program.
NZ Govt TaaS supply panel named
Fri, 13th Nov 2015
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telco
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contact centre
Spark Digital, Vodafone and Datacom are among the 12 companies appointed to the New Zealand Government telecommunications-as-a-service supply panel.
Enterprise mobile business apps a growing market
Tue, 10th Nov 2015
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contact centre
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strategy analytics
The mobile enterprise business applications market offers good potential for the channel, with predictions the market will top US$40.5b in 2015.
ShoreTel snaps up Aussie VoIP provider
Fri, 6th Nov 2015
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voip
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contact centre
ShoreTel snaps up Aussie hosted VoIP specialist M5 Networks in a move designed to bring a ShoreTel hosted voice solution to the region.
M2: NZ operations to deliver 18% of company's AU$1.8b revenue
Tue, 3rd Nov 2015
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uc
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personal computing devices
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apple
Aussie's M2 Group is counting on its CallPlus acquisition to deliver big returns and, combined with Vocus, deliver 18% of its $1.8b revenue from NZ.
Nexon rolls out cloud offering with Palo Alto security
Wed, 21st Oct 2015
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alcatel-lucent enterprise
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contact centre
Nexon Asia Pacific says it has quickly onboarded customers to its new Agile Business Cloud, thanks to Palo Alto Networks enterprise security platform.
Aspect ramps up local business with second appointment
Thu, 8th Oct 2015
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contact centre
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aspect software
Aspect Software makes another local appointment as the contact management and workflow optimisation software vendor ramps up its ANZ business.