Contact Centre stories - Page 42
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.
Securing work-from-anywhere contact centres
Thu, 20th Aug 2020
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crm
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uc
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data analytics
Contact centres must address data security, control and compliance, and application security as they embrace a future of work from anywhere.
Avaya appoints new managing director for ANZ, refines channel program
Thu, 20th Aug 2020
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uc
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multi-cloud
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partner programmes
Vatcher, a former Optus VP, will be responsible for expanding the market presence for Avaya’s cloud, remote work and employee experience technologies.
Q&A: UiPath's Andrew Phillips decodes RPA for the modern business
Wed, 19th Aug 2020
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uc
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it automation
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rpa
Robotic process automation (RPA) is simplifying organizations' manual processes through digitization and automation, according to UiPath ANZ VP Andrew Phillips.
Genesys launches multi-cloud architecture for contact centres
Wed, 19th Aug 2020
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crm
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uc
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public cloud
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
Innovating legal: Why now & how intelligent automation can help
Wed, 19th Aug 2020
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uc
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martech
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rpa
A wave of innovation is impacting every aspect of the legal profession, as the sector becomes more client-centred and future-focused.
Why 48% of businesses will increase their investment in RPA
Wed, 19th Aug 2020
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uc
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martech
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it automation
The pandemic has accelerated digital transformation, with businesses investing in automation to cut costs and increase efficiency, says new research.
The case for cloud-based business phone systems
Tue, 18th Aug 2020
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uc
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voip
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collaboration
With the pandemic overhauling the means of business communication and collaboration, the time has come to consider Voice over Internet Protocol (VoIP) systems.
Broadband data and voice minutes skyrocket as Auckland re-enters lockdown - Vodafone
Tue, 18th Aug 2020
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uc
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contact centre
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telco
Auckland's return to lockdown has led to a 33% increase in fixed broadband data and a 45% rise in voice minutes, according to Vodafone NZ.
MaxContact expands Aus channel presence with new MSP
Mon, 17th Aug 2020
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uc
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crm
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martech
The appointment of CommsChannel enables it to extend the provision of sales, service and support for the range of MaxContact solutions.
Banking and securities IT spending down, Gartner forecasts 2021 rebound
Wed, 12th Aug 2020
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uc
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martech
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ai agents
COVID-19 is causing a decline in worldwide banking and securities IT spending in 2020, but a rebound is expected in 2021, says Gartner.
Standard Chartered Bank moves to cloud-first future with Microsoft
Wed, 12th Aug 2020
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digital transformation
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uc
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public cloud
Standard Chartered Bank has partnered with Microsoft to become a cloud-first bank, embracing virtual banking, open banking, and banking-as-a-service.
Alcatel-Lucent Enterprise and RingCentral launch co-branded cloud solution
Wed, 12th Aug 2020
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uc
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alcatel-lucent enterprise
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cloud services
Alcatel-Lucent Enterprise and RingCentral partner to offer cloud communications services worldwide with new co-branded solution.
Video: 10 Minute IT Jams - Who is 8x8?
Tue, 11th Aug 2020
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uc
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hybrid & remote work
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contact centre
TechDay launches 10 Minute IT Jams series, providing insights into technology companies in the Asia-Pacific region. 8x8 discussed in latest video.
Empired appointed to Microsoft Business Applications Inner Circle
Mon, 10th Aug 2020
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uc
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voip
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microsoft
IT services provider Empired Group has been included in the Microsoft Business Applications Inner Circle for the third year running.
It’s not in the post: How an SMS document platform can streamline the contact centre
Fri, 7th Aug 2020
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uc
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cx
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martech
Switching from traditional mail to an SMS document platform can save contact centres time and money, cutting costs by as much as AUD $275,000 monthly.
Jabra's Evolve2 range empowers shift towards UC tools
Fri, 7th Aug 2020
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uc
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jabra
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collaboration
Jabra launches its Evolve2 range of headsets, designed for improved audio experiences in digital unified communications and collaborations.
Genesys recognises leaders in customer experience with latest awards
Wed, 5th Aug 2020
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uc
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crm
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cx
Genesys has recognized trailblazing businesses in the ANZ region for their exceptional customer experiences. Winners include Homecare Medical and Microsoft.
Digital transformation has become 'unstoppable' and essential for retailers, study finds
Fri, 31st Jul 2020
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uc
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digital transformation
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iot
Investing in digital transformation is crucial for retailers to survive, according to Fujitsu's global study. The majority see it as essential.
8x8 expands partner program to ANZ
Fri, 31st Jul 2020
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uc
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partner programmes
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8x8
8x8 expands Open Channel Program to include partners from New Zealand and Australia, enabling sales growth of its Open Communications Platform.
Hybrid way of working the new normal - Microsoft
Thu, 30th Jul 2020
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uc
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hybrid & remote work
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voip
Hybrid working will be the new normal in Asia Pacific, says Microsoft. Remote work has accelerated technology adoption.