Contact Centre stories - Page 51
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.
Over 200 independent software companies declare CRM is not enough
Mon, 20th Jan 2020
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saas
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More than 200 software companies, led by Segment, declare traditional CRM systems inadequate and form The Platform of Independents to enable custom tech stacks.
Genesys rebrands SaaS solution, puts greater focus on cloud offering
Thu, 16th Jan 2020
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saas
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uc
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cloud services
Genesys has rebranded PureCloud to Genesys Cloud, emphasising a deeper shift towards providing comprehensive cloud solutions and Experience as a Service.
OpenText: Tech trends that will have a big impact in 2020
Thu, 26th Dec 2019
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martech
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Information will be ruling the future in 2020 and AI will continue to be leveraged in order to solve complex challenges.
Cisco taps UC as integral to new era of collaboration
Fri, 20th Dec 2019
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cisco
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collaboration
Cisco shifts focus to a fully integrated cloud collaboration platform, Webex, to drive innovation in Australia and New Zealand, executives reveal.
RingCentral deploys IT solutions for Sydney's BridgeClimb
Wed, 18th Dec 2019
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dr
BridgeClimb deployed RingCentral Office and RingCentral Contact Centre Solutions across its entire staff in October 2019 – a rollout that took just seven weeks.
Jabra updates partner programme
Mon, 16th Dec 2019
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crm
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martech
Two partnership levels, improved incentives and greater training resources for solution providers across Australia and New Zealand.
2020 Prediction: The rise of meaningful communication
Fri, 13th Dec 2019
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martech
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Influential technologies in 2020 include the evolution of bots, real-time engagement, cybersecurity, AI sales, trust, and 5G.
People, AI or chatbots: ANZ consumers don’t differentiate with customer service
Wed, 11th Dec 2019
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A Genesys survey reveals that nearly half of Australians and most New Zealanders are content with AI and chatbots for simple customer service needs.
APAC business process outsourcing market set to grow
Wed, 11th Dec 2019
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contact centre
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outsourcing
The APAC business process outsourcing market is projected to grow at a 10% CAGR from 2018 to 2023, reaching USD $120.4 billion, according to GlobalData.
Customer service reps tired of not having the right tools - Pega
Tue, 10th Dec 2019
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martech
A global Pegasystems survey reveals 34% of customer service reps feel hampered by outdated software, highlighting a need for better tech solutions.
Zendesk fuses AI into customer services with Amazon Connect integration
Tue, 10th Dec 2019
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crm
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hyperscale
The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.
Understanding customer diversity key to omnichannel experience
Thu, 5th Dec 2019
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cx
Millennials and Generation Z are transforming the customer experience, and businesses can only grow sustainability if they deliver what customers expect.
Five predictions for AI and process automation in 2020
Wed, 4th Dec 2019
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data analytics
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martech
AI and RPA technologies will surge in 2020, transforming workflows, enhancing customer service, and reshaping data management and monetisation strategies.
SurveySparrow extends into Aus with JT's Cloud
Tue, 3rd Dec 2019
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crm
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fintech
It will be providing the entire suite of SurveySparrow products and services, including the chat surveys, offline app, and NPS surveys.
Survey: smart home tech needs to simplify
Mon, 2nd Dec 2019
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smart home
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contact centre
74% of consumers would return a smart home product due to installation difficulty, according to a new TechSee survey.
APAC DX threatened by lack of business alignment
Mon, 2nd Dec 2019
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uc
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digital transformation
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martech
APAC digital transformation efforts face significant hurdles, with misalignment between CIOs and IT teams threatening progress in AI and RPA integration.
InvoCare puts Protect and Grow strategy into action with Enablis
Wed, 27th Nov 2019
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uc
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partner programmes
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contact centre
InvoCare, the provider of funeral, cemetery, crematoria and related services has utilised Enablis to advance its ‘Project and Grow’ strategy.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Why SD-WAN and cloud make a powerful combination
Mon, 25th Nov 2019
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network infrastructure
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sd-wan
Amid Australia's cloud computing boom, SD-WAN emerges as the key to optimising networks for mission-critical applications and ensuring reliable performance.
Nine reasons to launch an intelligent chatbot
Wed, 20th Nov 2019
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martech
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ai
Sophisticated virtual assistants can be created to help with anything from 24/7 customer service and conversational commerce to supporting business users.