Contact Centre stories - Page 39
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.
Positive customer experience will boost brand loyalty - study
Tue, 1st Dec 2020
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martech
A positive customer experience with a retailer during the festive season will encourage customer loyalty, according to new research from Zendesk.
What will our workplaces look like in the near future?
Mon, 30th Nov 2020
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uc
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hybrid & remote work
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collaboration
A new survey from collaboration technology provider Barco looks into remote working and how it has changed and developed during the COVID-19 pandemic.
How to optimise contact centres for 2021 and beyond
Mon, 30th Nov 2020
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crm
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martech
2020 has been a challenging year for businesses worldwide. As we approach 2021, here are four key areas for contact centre optimization.
rapidMATION to resell DRUID chatbot platform after forming partnership
Mon, 30th Nov 2020
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martech
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ai
rapidMATION partners with DRUID to resell the DRUID Chatbot Authoring Platform, combining AI-driven chatbots with RPA capabilities.
A videoconference solution as smooth as your morning coffee
Mon, 30th Nov 2020
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hp
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jabra
HP and Jabra have teamed up to create a video collaboration solution that works as smoothly as your morning cup of coffee.
New Linius solution enables search and assembly of video meeting clips
Wed, 25th Nov 2020
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hyperscale
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public cloud
Linius Technologies launches WHIZZARD, a new video conferencing tool integrated with Zoom, Webex Meetings, and Microsoft Teams.
The devices that are changing the streaming game in time for Christmas
Tue, 24th Nov 2020
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gaming
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digital entertainment
AVerMedia offers a range of streaming equipment, from game capture devices to microphones and webcams, perfect for both beginner and veteran streamers.
E-waste becoming a massive issue for businesses, so what can be done?
Mon, 23rd Nov 2020
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mdm
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personal computing devices
COVID-19 has led to a surge in e-waste and data security concerns as employees use more devices, according to a study by Blancco Technology Group.
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8x8 named as Challenger in Gartner Magic Quadrant for Contact Centre as a Service
Fri, 20th Nov 2020
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martech
According to 8x8 chief executive officer Vik Verma, the recognition also validates the company’s single-platform approach to contact centre innovation.
Vodafone NZ to roll out Amazon Connect in contact centres
Fri, 20th Nov 2020
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hyperscale
The moves makes Vodafone New Zealand the first telecommunications provider in New Zealand to implement the solution.
Gartner names NICE inContact a cloud contact centre Leader
Mon, 16th Nov 2020
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data analytics
The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.
Kroll expands data breach notification support for AU businesses
Fri, 13th Nov 2020
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uc
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breach prevention
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cybersecurity
Risk solutions provider Kroll has expanded its breach notification services to assist Australian organisations with data breaches.
Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
Thu, 12th Nov 2020
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crm
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martech
Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.
Jabra Evolve range certified for Microsoft Teams
Thu, 12th Nov 2020
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microsoft
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jabra
Jabra's Evolve series is now certified for use with Microsoft Teams, and the company has issued a firmware update for compatibility.
Grandstream Networks adds camera endpoint to IPVideoTalk platform
Mon, 9th Nov 2020
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video conferencing
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voip
Grandstream Networks launches GVC3212, an HD videoconferencing endpoint for its IPVideoTalk Meetings platform. Comes with a price tag of $99.
Data#3 first in ANZ to gain Dell Cloud Platform certification
Thu, 5th Nov 2020
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uc
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network infrastructure
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cloud services
DTCP certification holders are accredited to implement and manage cloud and hyper-converged solutions across the Dell Technologies portfolio.
Genesys to deliver full EPOS product portfolio
Thu, 5th Nov 2020
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crm
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cx
Customer experience provider Genesys has partnered with audio brand EPOS to offer the full EPOS product range to its customers.
New report uncovers opportunities and challenges for ANZ businesses
Tue, 3rd Nov 2020
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martech
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Cloud adoption in ANZ soars as businesses remain confident despite recent challenges, according to a report by Genesys.
Genesys: is ANZ ready for customer experience post-pandemic?
Tue, 3rd Nov 2020
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The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
Twilio finalises US$3.2 billion acquisition of Segment
Tue, 3rd Nov 2020
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crm
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data analytics
Segment will become a division of Twilio and will continue to be led by Segment CEO and co-founder Peter Reinhardt, reporting to Lawson.