Contact Centre stories - Page 30
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.
Evolve IP eyes Asia-Pacific expansion for cloud and data center services
Tue, 13th Sep 2016
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hyperscale
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dc
Evolve IP sets sights on the Asia Pacific and Australia regions for cloud services and virtual data center coverage.
Progress in the shift to conversational computing
Mon, 8th Aug 2016
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microsoft
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voip
Microsoft heralds a new era with Skype's latest bots, enhancing conversations with travel and entertainment to simplify life.
Queensland Govt investing $180 million into IT and digital innovation
Wed, 15th Jun 2016
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contact centre
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it budget
The Queensland Government's 2016 budget has introduced $180 million worth of a number of innovation and digital expansion benefits for businesses.
3 reasons why telecom operators should store historical data right now
Wed, 8th Jun 2016
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data analytics
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Big Data technologies, cloud services and price drops in storage disks have made it possible to store huge datasets.
Salesforce Community Cloud gathers market momentum
Tue, 24th May 2016
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data analytics
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martech
Salesforce's London World Tour attracts 15,000 attendees, biggest gathering of customers and partners outside of Dreamforce.
Service providers a weak link in cybersecurity
Tue, 26th Apr 2016
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risk & compliance
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cybersecurity
Businesses that allow their service providers to access sensitive data are at risk of a cyberattack, warns consulting firm Protiviti.
Scammers targeting Government call centres
Thu, 21st Apr 2016
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email security
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cybersecurity
The warning comes after several Government contact centre operators received calls from overseas callers pestering them for information about staff.
Cisco leads IoT security market, followed by Intel and Symantec
Mon, 18th Apr 2016
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The growing number of connected devices is driving demand for IoT security, says Amrita Choudhury, analyst at Technavio.
Watch out, there's a new breed of cyber criminal in town
Tue, 12th Apr 2016
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breach prevention
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symantec
A new class of professional cyber criminals has emerged, adopting corporate practices to increase the efficiency of their attacks.
EXCLUSIVE: Behind the scenes with Enghouse CTO
Fri, 18th Mar 2016
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enghouse interactive
The secret to success in the IT Industry? It all comes down to what you can learn from other people according to Enghouse's CTO.
Predictions for Big Data Analytics in 2016
Mon, 7th Mar 2016
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data analytics
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The collaborative hybrid of human and machine - five ways big data will shape the future of business as we know it.
Threats new and old targeting financial organisations
Tue, 9th Feb 2016
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cybersecurity
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contact centre
Financial organisations are under attack from cybercriminals Carbanak 2.0, Metel, and GCMAN, according to Kaspersky Lab.
Who's listening? VoIP systems vulnerable to hacking
Fri, 18th Dec 2015
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voip
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contact centre
Businesses need to ensure they have the appropriate security measures in place to avoid being targeted by cyber criminals hacking into their systems.
How to ensure people and data work together effectively
Wed, 16th Dec 2015
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data analytics
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martech
People and data are a powerful combination, but it can be hard to get both right. Effective people management is crucial to the success of data.
Passwords out, new mobile ID methods taking off
Tue, 8th Dec 2015
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passwords
Data theft is continuing to spur on the mobile identification market, and will generate an additional $700m for mobile network operators by 2020.
Phone scams: increasing numbers, wider scope
Tue, 28th Jul 2015
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malware
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cybersecurity
ESET takes a look at phone fraud, the impact of technology in terms of spoofing and VoIP, and the growing use of cell phones.
Sonus to demonstrate Skype for Business solution at Microsoft conference
Thu, 16th Jul 2015
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microsoft
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voip
Sonus Networks to showcase NaaS IQ network controller platform at Microsoft conference, promising lower network costs and improved QoE.
VoIP vulnerable to cyber attacks
Thu, 16th Jul 2015
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cybersecurity
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voip
New research by Nettitude reveals VoIP infrastructure is increasingly vulnerable to cyber attacks, with 88% of them occurring out of office hours.
Sonus helps enterprises migrate to Skype for Business
Fri, 10th Jul 2015
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microsoft
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voip
Sonus Networks updates software to aid enterprise migration to Skype for Business; includes presence reporting and interworking features.
Technical preview for Skype for Business has arrived
Thu, 2nd Jul 2015
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microsoft
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voip
Microsoft has released a technical preview for Skype for Business, offering new features for Office 365 enterprise customers.