Contact Centre stories - Page 66
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.
Ribbon Comms adds integration with MS Teams
Mon, 9th Jul 2018
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uc
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voip
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microsoft
Ribbon is one of only two suppliers officially certified by Microsoft to integrate its Session Border Controllers with Teams.
Why voice biometrics will end the password era
Mon, 9th Jul 2018
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uc
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biometrics
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nuance
Voice biometrics is a tried and tested security measure that more and more organisations are putting in place as more consumers ask for it.
Ingram Micro NZ takes the gold for Yealink distribution
Fri, 6th Jul 2018
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uc
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contact centre
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voip
Yealink has given Ingram Micro Gold status as a distributor which, Ingram says, shows the success of its new UC business unit.
Tech Data partners with Parallels to bring cross-platform solutions to ANZ partners
Fri, 6th Jul 2018
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cx
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uc
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martech
Tech Data says the new agreement will allow ANZ channel partners to drive enhanced customer experience for customers.
Exclusive interview: Matt Cudworth on how Ticketek crunches big numbers
Wed, 4th Jul 2018
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paas
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uc
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data analytics
Ticketek CTO, Matt Cudworth, discusses the company's migration to the cloud and how they handle peak traffic events.
Twilio launches new partner program in a bid to accelerate company growth
Thu, 28th Jun 2018
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uc
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it training
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partner programmes
Twilio unveils Twilio Build, a new partner program, aiming to catalyse growth with an API-first, developer-centric approach and bolster its market presence.
Vodafone xone rallies Class of 2018 for launch
Thu, 28th Jun 2018
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uc
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martech
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ai agents
Vodafone has announced its upcoming Vodafone xone class of 2018, as it gets set to take nine of New Zealand’s best tech-based startups global.
Z Energy’s customer fuel management database breached
Thu, 28th Jun 2018
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uc
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breach prevention
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cybersecurity
Z says it believes the data accessed does not include bank details or other information that would put customer finances directly at risk.
Cove trials insurance purchases via Facebook Messenger chatbot
Mon, 25th Jun 2018
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uc
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hyperscale
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public cloud
Cove Insurance has claimed it's first to sell insurance via a chatbot currently in private beta mode, and the tech looks promising.
How IT service desk admin jobs will be transformed by smart automation
Tue, 19th Jun 2018
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uc
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martech
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it automation
Developments in AI technologies like ML and natural language processing will strengthen the connection between IT teams and their organisation.
Insurtech a win-win for insurers and customers, expert says
Tue, 19th Jun 2018
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uc
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fintech
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martech
The insurance market is benefitting from new technology, with traditional firms embracing advanced technologies.
Aspect Software appoints new regional VP for ANZ
Tue, 19th Jun 2018
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uc
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contact centre
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aspect software
In his new role, Karunakar will lead Aspect Software’s sales and strategy in what is a fast-evolving and very important market for the company.
EXCLUSIVE: Ingram NZ adds disruptive 8x8 solutions
Mon, 18th Jun 2018
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crm
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uc
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martech
Ingram NZ teams up with 8x8 to bring cutting-edge cloud-based unified communications, collaboration, and contact centre solutions to the NZ market.
How businesses can prepare their contact centre for a bot/AI environment
Fri, 15th Jun 2018
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uc
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martech
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ai
As AI and bots revolutionise customer service, businesses must update infrastructures and train staff to harness this tech effectively. Here's how.
CX perception gap means opportunities for channel
Thu, 7th Jun 2018
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uc
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crm
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cx
A new survey from Mitel shows that businesses’ customer experience isn’t as good as they think - but tech could be a big part of the solution.
SAP boosts offerings with AI, ML and blockchain solutions
Thu, 7th Jun 2018
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hyperscale
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uc
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public cloud
SAP has released a range of new products for the future of the enterprise, including expanding its cloud offerings and a new blockchain-aaS solution.
Verint named in second Gartner Magic Quadrant this year
Wed, 6th Jun 2018
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uc
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cx
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martech
Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.
Jabra sets NZ expansion in sights with new BDM
Wed, 30th May 2018
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uc
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contact centre
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jabra
The UC solutions provider has appointed an Auckland-based BDM with the intention of expanding their presence in the NZ channel.
CHANNEL SUCCESS: NEC taps Baycom as its best kiwi UC partner
Tue, 29th May 2018
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uc
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partner programmes
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partner awards
The recognition follows the establishment of NEC Australia's official partner program for New Zealand in 2017.
IM Showcase 18: VMware takes King of the Show!
Tue, 29th May 2018
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virtualisation
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uc
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it automation
A quick photo tour of just some of the exhibitions on display at the Auckland edition of Showcase, including King of the Show - VMware.