Contact Centre stories - Page 49
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.
8x8 partners with EIMS to build remote working solutions
Thu, 26th Mar 2020
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dr
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hybrid & remote work
As the world mobilises workforces to work from home, new solutions have risen to accomodate such a rapid and unprecedented shift.
Genesys awards QPC APAC Partner of the Year 2019
Thu, 26th Mar 2020
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martech
Genesys makes contact centre software free for 90 days and QPC offers free services to support implementation to help customers transition to remote.
New DXC healthcare solution enables remote patient engagement
Tue, 24th Mar 2020
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martech
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hybrid & remote work
DXC Technology has released a new patient-centered care solution to aid interoperability and remote patient engagement for healthcare organisations.
Vodafone urges customers to go digital, expects call times to increase
Tue, 24th Mar 2020
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Vodafone NZ advises customers to use digital customer service methods to reduce reliance on call centres during COVID-19 pandemic.
Data traffic soars as world turns to internet for work & play
Mon, 23rd Mar 2020
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uc
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network infrastructure
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datacentre infrastructure
Internet traffic surges as global communities turn to digital platforms for work, communication, and entertainment amid coronavirus lockdowns.
Oxford brings new version of dictionary app to remote learners
Sat, 21st Mar 2020
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martech
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e-learning
Oxford has released an updated version of its advanced dictionary app with the intention of aiding remote learning for homeschoolers around the world.
Vocus to resell Zoom products in ANZ as demand for remote tools soars
Fri, 20th Mar 2020
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hybrid & remote work
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contact centre
Demand for remote team collaboration tools is surging on an unprecedented scale, and businesses like Zoom are struggling to keep up with demand.
Microsoft announces all-new features for Teams as virus keeps workers home
Fri, 20th Mar 2020
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hybrid & remote work
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voip
Microsoft has unveiled new features for Teams as COVID-19 keeps workers home, including real-time noise suppression and a 'raise hand' function.
Australian fintech Brighte selects Nintex to bolster customer processes
Tue, 17th Mar 2020
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crm
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fintech
Brighte has selected Nintex’s visual process mapping capabilities to help support its growth across Australia and the Philippines.
StarLeaf brings advanced video collaboration to enterprises
Fri, 13th Mar 2020
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voip
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collaboration
StarLeaf unveils new products and features including Microsoft Teams integration and improved video collaboration capabilities. #StarLeaf #videoconferencing.
CommsChoice expands routing capability to support UC future
Thu, 12th Mar 2020
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uc
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hybrid & remote work
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voip
The company focused on expanding its Session Border Controller (SBC) network in several locations: Sydney, Singapore, London, Frankfurt, San Jose and Virginia.
Google Cloud’s plan to corner telecom market
Tue, 10th Mar 2020
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data analytics
Google Cloud unveils new telecom strategy, targeting 5G monetisation, data-driven customer experience & efficiency.
Spark launches uncapped wireless broadband, a Kiwi first
Wed, 4th Mar 2020
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telco
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contact centre
Business Flexible Broadband offers companies uncapped data for wireless broadband, which is not only a first for Spark but a first for the country.
Transforming the future of work, one conversation at a time
Tue, 3rd Mar 2020
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hybrid & remote work
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contact centre
As technology enables seamless communication, the work from anywhere concept is reshaping corporate landscapes, enhancing productivity, and reducing costs.
The tech on the frontlines of the fight against COVID-19
Mon, 2nd Mar 2020
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robots
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drones
GlobalData explains how emerging technologies are being deployed to help keep the spread of the virus in check.
MNF Enterprise and AARNet announce cloud calling partnership
Mon, 24th Feb 2020
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edutech
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datacentre infrastructure
Together, the two companies will provide voice communications solutions to the country’s education and research sector.
Organisations must tear down the walls between IT and CX
Fri, 21st Feb 2020
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cx
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
Tritium transforms global communications with RingCentral Australia
Thu, 20th Feb 2020
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productivity
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contact centre
Tritium has chosen RingCentral Australia as its global communications solution as it looks to support rapid growth and enhance employee productivity.
Avaya brings Google Cloud AI capabilities to ANZ contact centres
Thu, 20th Feb 2020
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cx
Avaya partners with Google Cloud to infuse AI into contact centres across Australia and New Zealand, enhancing CX with cutting-edge automation and analytics.
Datacom extends UC portfolio through 8x8 partnership
Tue, 18th Feb 2020
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uc
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firewalls
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network infrastructure
Datacom will offer 8x8’s platform alongside other UC vendors, particularly as the market towards Unified Communications as-a-Service (UCaaS) solutions.