Contact Centre stories - Page 25
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.
2020 Prediction: The rise of meaningful communication
Fri, 13th Dec 2019
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Influential technologies in 2020 include the evolution of bots, real-time engagement, cybersecurity, AI sales, trust, and 5G.
Customer service reps tired of not having the right tools - Pega
Tue, 10th Dec 2019
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A global Pegasystems survey reveals 34% of customer service reps feel hampered by outdated software, highlighting a need for better tech solutions.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Nuance announces updates to biometric fraud detection offering
Thu, 10th Oct 2019
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Nuance unveils upgrades to their biometric solution, enhancing fraud detection and customer authentication with AI-driven features and cloud-native scalability.
Batelco and Avaya bring cloud solutions to Bahrain's SMBs
Mon, 7th Oct 2019
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The regional telecoms operator will offer Avaya Contact Centre and Unified Communications solutions in the cloud with Avaya IP Office PoweredBy.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Gartner: Top 10 government tech trends
Fri, 4th Oct 2019
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Governments must prioritize technology to improve business outcomes, says Gartner's new research on government CIOs.
Cisco outlines future of Webex & contact centre solutions
Mon, 23rd Sep 2019
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Cisco reimagines contact centres with AI at US summit, unveiling acquisitions and new UK and Australian data centres to enhance Webex offerings.
Virtual assistants could soon help those with mental illness
Wed, 18th Sep 2019
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Computer scientists have created a new way of using virtual assistants that could potentially help those with mental illnesses.
Five ways robotic process automation is improving the public sector – FTS Data & AI
Tue, 17th Sep 2019
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Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
VMware announces new features on Workspace ONE platform
Tue, 27th Aug 2019
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VMware introduces enhanced security, multi-cloud VDI features, and concierge services for its Workspace ONE platform, aiming to boost productivity.
Kiwi employees embracing a future of AI
Fri, 16th Aug 2019
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A multinational survey by Genesys reveals New Zealand employees lead in embracing AI in the workplace, showcasing unparalleled confidence and ethical trust.
ANZ employees open to next-gen tech in the workplace
Wed, 24th Jul 2019
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45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
Video conferencing: How to make interviewing less awkward
Fri, 5th Jul 2019
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Candidates still prefer face-to-face job interviews, finding them less awkward than video interviews, according to a BBC report.
Ambit accelerates expansion in Australia with Sydney office launch
Thu, 4th Jul 2019
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Ambit has opened its first Australian office in Sydney, with CEO Josh Comrie relocating to lead the expansion following an NZD $1.75M capital raise.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
SolarWinds updates network management portfolio
Fri, 7th Jun 2019
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SolarWinds enhances its networking suite with support for Palo Alto Networks firewalls, boosting data visibility and scalability for IT professionals.
The evolution of chatbots
Mon, 6th May 2019
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It's no secret that in order to convert leads and maximise sales, companies need to connect with their prospects as quickly as possible.
Veeam releases v3 of its MS Office backup solution
Fri, 19th Apr 2019
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One of Veeam's most popular solutions, Backup for Office 365, has been upgraded again with greater speed, security and analytics.
Ramco aims to drive payroll modernisation across ANZ
Wed, 10th Apr 2019
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Ramco Systems gears up to modernise payroll for an ANZ telecom giant, digitising operations for 5,000 employees with advanced AI and compliance features.