Contact Centre stories - Page 50
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.
Avaya looks to the future of collaboration with new Spaces features
Fri, 14th Feb 2020
#
uc
#
cloud services
#
collaboration
Avaya Spaces brings multi-experience to CX and team collaboration with new capabilities, providing an easy way to work in the cloud.
University of Auckland utilises AWS to improve student experience
Fri, 14th Feb 2020
#
hyperscale
#
uc
#
public cloud
The University of Auckland has upgraded its student experience with enhanced communication capability utilising Consegna and Amazon Web Services.
NZ Police trials digital assistant 'Ella', built by Soul Machines
Thu, 13th Feb 2020
#
uc
#
martech
#
ai
The New Zealand Police are trialling 'Ella', a digital assistant developed by Soul Machines, to assist visitors at their National Headquarters.
RingCentral reveals strong financial results for Q4
Tue, 11th Feb 2020
#
uc
#
ringcentral
#
contact centre
RingCentral reports a robust Q4 with total revenue surging 34% to USD $253 million, as mid-market and enterprise efforts fuel significant growth.
Gartner: The six tech trends HR should be ready for
Mon, 10th Feb 2020
#
data analytics
#
uc
#
martech
Data security, number of people with disabilities in workforce to triple, the push for transparency, and everything automated.
Why creating an eco-system of interconnected apps can make your business stronger
Mon, 10th Feb 2020
#
crm
#
uc
#
cx
Creating a unified eco-system of interconnected apps can give businesses a competitive edge by enhancing data aggregation and improving customer experience.
Jabra reveals new distie partnership
Wed, 5th Feb 2020
#
uc
#
crm
#
martech
Driven by high demand for enterprise audio products, the partnership aims to support the continuous adoption of soft phones and headsets in the local market.
Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
#
uc
#
cx
#
martech
Boomi has revealed the winners of its annual customer awards, celebrating transformative projects on the Boomi Platform.
M&A deals drop nearly 50% in one month, GlobalData report shows
Tue, 4th Feb 2020
#
uc
#
partner programmes
#
m&a
Merger and Acquisition (M&A) deals have totalled $17.03 billion globally in December 2019, according to new research from GlobalData.
Telstra signs with Dubber for call recording and data capture
Tue, 4th Feb 2020
#
uc
#
hyperscale
#
ai
Certain Telstra customers will have access to Dubber’s Call Recording and Data Capture Platform for business telephony and mobile.
Interview: Avaya’s ANZ managing director on regional growth factors
Thu, 30th Jan 2020
#
uc
#
crm
#
martech
Peter Chidiac talks about growth in the region, what sets the Australian market apart, and why it’s important to the Avaya business as a whole.
Case study: Why the Australian Electoral Commission migrated to Microsoft Azure
Wed, 29th Jan 2020
#
public cloud
#
uc
#
cloud services
Facing unprecedented demands for the May 2019 election, the AEC turned to Microsoft Azure, marking a pioneering federal cloud project in Australia.
Digital twins vital for evolving digital enterprise, says DXC Tech
Tue, 28th Jan 2020
#
uc
#
martech
#
iot
As the IoT tech expands, virtual simulations of physical environments are becoming an increasingly critical piece of an enterprise digital strategy.
Microsoft and Genesys partnership expanded to deliver new cloud service
Tue, 28th Jan 2020
#
open source
#
uc
#
cloud services
Microsoft and Genesys expand partnership to launch Genesys Engage on Microsoft Azure, promising enhanced customer experience, security, and business agility.
Avaya launches private cloud solution for ASEAN enterprises
Mon, 27th Jan 2020
#
uc
#
private cloud
#
avaya
Avaya unveils Avaya ReadyNow, a private cloud solution aimed at ASEAN enterprises to streamline UC and CC operations while meeting stringent regulatory demands.
Gartner: AI to replace 69% of a manager's workload
Fri, 24th Jan 2020
#
uc
#
martech
#
ai
A Gartner report foresees AI replacing 69% of managers' workloads, redistributing focus to learning, performance management, and goal setting within four years.
Genesys promotes two senior executives in APAC
Tue, 21st Jan 2020
#
uc
#
crm
#
martech
Genesys has promoted its former Australia and New Zealand (ANZ) vice president to the new role of senior vice president of Asia Pacific.
The age of AI and AIOps
Mon, 20th Jan 2020
#
uc
#
martech
#
it automation
As AI integrates into everyday life, the rise of AIOps is essential. Businesses must adopt AI-enhanced IT operations to stay competitive or risk falling behind.
Samsung reveals new rugged smartphone for enterprise
Mon, 20th Jan 2020
#
uc
#
smartphones
#
samsung
The XCover Pro is IP68 water and dust resistant, capable of withstanding drops of up to 1.5m without a case, and will include Samsung POS software.
8x8 names three new global execs
Mon, 20th Jan 2020
#
uc
#
contact centre
#
8x8
8x8 has appointed Marge Breya as EVP and CMO, Samuel Wilson as chief customer officer and EMEA MD, and Homero Salinas as global VP and commercial sales head.