Contact Centre stories - Page 62
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.
Park Place opens new APAC HQ with 50% more jobs on the cards
Mon, 3rd Dec 2018
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datacentre infrastructure
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hyperscale
Singapore is a hot bed of innovation at the moment and Park Place Technologies is looking to capitalise on it.
How AI can improve service desk productivity & staff wellbeing
Mon, 3rd Dec 2018
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martech
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it automation
AI can drive automation, which could be anything from answering common questions to providing automated actions based on a particular request.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
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contact centre
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voip
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
Kiwi company brings AI assistant to small business
Thu, 29th Nov 2018
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Aider, an AI powered digital business assistant created specifically for small business, has been in beta phase in Australasia for several months.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
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uc
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hyperscale
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public cloud
The company’s Public Sector Partner Program grew almost 40% this year, with more than 800 partners now on board.
New digital business means “The cloud is no longer enough”
Tue, 27th Nov 2018
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cx
Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.
Park Place opening EMEA ops centre in Cork, jobs up for grabs
Tue, 27th Nov 2018
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hyperscale
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dc
The world’s largest post-warranty data centre maintenance organisation has announced that it will be opening its new EMEA Operations Centre in Cork, Ireland.
How artificial intelligence is transforming finance teams
Tue, 20th Nov 2018
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Artificial Intelligence (AI) is becoming increasingly important for businesses, offering improved decision making and business insights.
Why UCaaS is the channel’s ‘opportunity of the century’
Mon, 19th Nov 2018
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martech
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ai agents
The popularity of UCaaS has grown very fast, with larger organisations across major industries like financial services and healthcare embracing it.
WatchGuard’s eight (terrifying) 2019 security predictions
Fri, 16th Nov 2018
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malware
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firewalls
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.
A roadmap to AI project success
Thu, 15th Nov 2018
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martech
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ai
Five keys preparation tasks, and eight implementation elements to keep in mind when developing and implementing an AI service.
The up-time myth: Why up-time does not mean availability
Thu, 15th Nov 2018
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ddos
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voip
DDOS attack disrupts data center provider, highlighting the importance of application availability and the irrelevance of 100% uptime.
Tatau scoops four international awards in a few short weeks
Fri, 9th Nov 2018
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blockchain
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martech
‘Tatau’ is the word on many international tech investors’ lips – and all because of a unique approach to blockchain and AI.
How businesses can enhance customer service using new technology
Fri, 2nd Nov 2018
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crm
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cx
Australian customers are increasingly dissatisfied with call centres, with 64% having had a bad experience, according to a survey by Citrus Group.
Digital maturity among APAC CIOs reaches ‘tipping point’
Tue, 30th Oct 2018
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data analytics
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martech
Gartner's new survey has revealed enterprises that fall behind in digital business now will have a serious competitive disadvantage in the future.
How to balance collaboration and security on Workplace by Facebook
Tue, 30th Oct 2018
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cloud security
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uc
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casb
Cloud tool growth spikes data risk; firms adapt to insider threats, ensure compliance with tools like Netskope.
Soul Machines on a hot streak as more firms invest
Mon, 29th Oct 2018
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martech
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ai agents
Soul Machines gains US$2M from parent firm UniServices, boosting a US$15M drive. The Auckland AI company collaborates with Daimler on digital human tech.
Data quality and the democratisation of AI
Mon, 29th Oct 2018
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data analytics
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martech
AI models and algorithms require clean, high-quality data. Businesses must prioritize data governance to avoid AI failures.
Could personalised AI assistants streamline your business?
Thu, 25th Oct 2018
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crm
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martech
Oracle's new Digital Assistant utilises AI to streamline business processes, boosting productivity and enhancing user experiences across multiple platforms.