Contact Centre stories - Page 75
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.
Freshworks acquires startup's chatbot-building platform
Mon, 24th Jul 2017
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uc
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martech
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ai agents
Joe Hukum’s technology is powered by a robust decision tree framework that automates sales, service, and support workflows, across various channels.
Cogent inks direct channel deal with NEC unified communications
Wed, 19th Jul 2017
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uc
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digital signage
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displays & projectors
Cogent bolsters its unified comms offerings, partnering directly with NEC to provide cost-efficient, high-quality solutions.
Why cloud telephony should be part of your disaster recovery strategy
Sat, 15th Jul 2017
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dr
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it in manufacturing
Along with futureproofing, flexibility and cost benefits, disaster recovery is definitely a strength of a quality cloud solution.
Seven pieces of the IOT puzzle from Microsoft
Fri, 14th Jul 2017
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public cloud
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uc
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iot
Microsoft unveils an expansive IOT toolkit, poised to revolutionise business, healthcare, and government operations.
Wellington students win MYOB IT Challenge with virtual assistant app
Tue, 11th Jul 2017
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digital signage
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uc
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fintech
The Victoria Uni team’s Mind Me app an application that allows users of cloud-based accounting software to interact with a virtual assistant.
Harry Potter/The Flash star Tom Felton is coming to Auckland Armageddon Expo
Fri, 7th Jul 2017
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uc
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voip
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armageddon expo
Tom Felton, famed for roles in Harry Potter and The Flash, will join Auckland Armageddon Expo this Labour Weekend, promising a treat for fans.
Frost & Sullivan recognizes Asia Pacific's best & brightest ICT firms
Fri, 7th Jul 2017
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uc
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ddos
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hyperscale
Asia Pacific's biggest names in technology have topped the list at the 2017 Frost & Sullivan ICT Awards, held in Singapore last night.
Going rogue: The challenges of AI in customer service
Tue, 27th Jun 2017
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crm
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cx
AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.
Catholic Education WA and University of Sunshine Coast make Microsoft moves
Mon, 26th Jun 2017
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edutech
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uc
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microsoft
Microsoft clocks up two more education wins with Catholic Education Western Australia and The University of the Sunshine Coast.
Polycom and Microsoft tighten ties offering RealPresence use in Office 365
Mon, 26th Jun 2017
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hybrid & remote work
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voip
Microsoft has certified more Polycom offerings for Office 365, enabling users to incorporate Polycom audio and video into Skype for Business.
Robots VS. humans: Do businesses need robotics processing automation?
Mon, 26th Jun 2017
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robots
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uc
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data analytics
Nice, an organization specializing in business efficiency, says robotics process automation can optimize workforce and reduce repetitive tasks.
Dropbox and Microsoft Teaming up to deliver new integrations
Fri, 23rd Jun 2017
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dropbox
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microsoft
Dropbox’s new integrations with Microsoft Teams and Microsoft Office 365 allow users to choose additional storage options.
A first for WA: Zetta joins Microsoft’s Global Skype Operations Framework
Thu, 22nd Jun 2017
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uc
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microsoft
Microsoft built SOF with the intention of creating a foundation for customers that will accelerate their Skype for Business Online journey.
Scammers hijack MYOB brand in malicious email scams
Wed, 21st Jun 2017
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uc
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fintech
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financial systems
MYOB users are being warned of a major phishing scam trading on their brand, involving fake invoices and malware hosted on a Chinese domain.
Salesforce announces advanced AI-powered analytics integration for sales, service, and marketing
Mon, 19th Jun 2017
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uc
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data analytics
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martech
Salesforce's new Einstein Analytics imbues CRM with AI, offering predictive insights to enhance sales and marketing strategies.
Sennheiser: 'Why your unified communications solution needs us'
Thu, 15th Jun 2017
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uc
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headsets
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contact centre
So you deployed your world class, award winning, enterprise transforming, non-covfefe unified communication solution….but something’s not quite right.
A trillion-dollar boost: Salesforce releases new research on the economic impact of AI on CRM
Thu, 15th Jun 2017
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crm
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uc
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data analytics
By 2021, AI-powered CRM activities could increase global business revenues by US$1.1 trillion and create 800,000 net-new jobs.
Exclusive interview: Simona Turin on Air New Zealand's digital transformation
Fri, 9th Jun 2017
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uc
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digital transformation
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hyperscale
I’m still trying to figure out what is stopping girls from reaching technology because I love technology, it’s a creative process.
Pegasystems announces AWS integration in customer service solution
Thu, 8th Jun 2017
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crm
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uc
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hyperscale
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Bluewolf announces new AI telco Salesforce solution to deliver better CX
Wed, 7th Jun 2017
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data analytics
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cx
Bluewolf integrates IBM Watson APIs, Vlocity and Salesforce Einstein to improve experiences for telecommunication agents and customers.