Contact Centre stories - Page 41
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.
ServiceNow extends Microsoft partnership with new Teams functionality
Fri, 25th Sep 2020
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uc
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hybrid & remote work
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microsoft
ServiceNow has extended its partnership with Microsoft to enhance the integration with Teams and improve employee experiences.
Aussie businesses turn to financial automation during time of economy uncertainty
Fri, 25th Sep 2020
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uc
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data analytics
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planning
3 in 5 Australian businesses plan to invest in analytics to automate credit decisioning, according to Experian's Global Insights Report.
New AI speech technology for contact centres lands in ANZ
Wed, 23rd Sep 2020
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crm
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uc
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hyperscale
The contact centre enhancement, Oration, combines an artificial intelligence language interpreter with advanced speech recognition.
OpenIQ brings MaxContact contact centre solution to Oz
Mon, 21st Sep 2020
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crm
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uc
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martech
The combination will help Australian telephony vendors and resellers make an easy and cost-effective transition to cloud telephony.
Artificial intelligence key to NZ's economic future - report
Fri, 18th Sep 2020
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uc
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martech
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ai
AI adoption vital for New Zealand's economic future, says Accenture. Employee adoption remains a key barrier to scaling the technology.
APAC network-attached storage revenue to reach $8.9 billion
Fri, 18th Sep 2020
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storage
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uc
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data analytics
Network attached storage has emerged as a viable alternative to the traditional storage mechanism in the Asia Pacific.
AI in the finance sector - and how it will revolutionise banking
Wed, 16th Sep 2020
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uc
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fintech
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martech
Resilience is key for businesses during COVID-19. The importance of digital transformation and AI in banking is highlighted in this report.
Acronis announces new security endpoint solution
Fri, 11th Sep 2020
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malware
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uc
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ddos
Acronis launches new integrated solution, Acronis Cyber Protect 15, combining data protection and cybersecurity.
2talk provides SIP services that put your business in charge
Mon, 7th Sep 2020
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uc
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voip
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2talk
2talk is a provider that is committed to providing solutions to small and medium enterprises in Australia and New Zealand.
Vodafone NZ brings AI into contact centre solutions with new partnership
Wed, 2nd Sep 2020
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crm
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uc
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martech
Vodafone NZ partners with Convai to launch Vodafone Voice Concierge, an AI solution for contact centres, reducing average call time by 15-30 seconds.
Video conferencing, network usage surge in lockdown 2.0 - Vodafone
Tue, 1st Sep 2020
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uc
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martech
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erp
Phone and internet network usage continued sustained increases during Auckland's second lockdown, according to Vodafone NZ.
Unity4 and Daisee partner to automate CX quality management
Mon, 31st Aug 2020
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crm
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uc
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cx
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
How AI can ease workplace distraction & increase productivity
Mon, 31st Aug 2020
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virtualisation
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uc
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daas
Distractions are a major barrier to productivity, with research suggesting people are distracted more than 400 times a day. Technology can help.
Headset shipments on the rise, driven by cloud and remote working trends
Mon, 31st Aug 2020
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uc
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headsets
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contact centre
Professional headset shipments are expected to soar worldwide due to the rise of cloud meeting services, says Frost - Sullivan.
Forrester Research highlights top cloud contact centre solution
Mon, 31st Aug 2020
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crm
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uc
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data analytics
NICE inContact's CXone has been ranked top for cloud contact centre solutions by Forrester Research, excelling in current offering and strategy categories.
Genesys and Adobe partner up to deliver CX integration
Fri, 28th Aug 2020
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crm
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uc
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cx
Genesys partners with Adobe to break down siloes between marketing and service, aiming to provide more personalised customer engagement.
Hands-on review: EPOS Sennheiser Adapt 560 BT ANC enterprise headset
Fri, 28th Aug 2020
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gaming
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uc
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reviews
The headset is Microsoft Teams certified, and it performed very well during the remote launch, with voices crisp and clear.
IDC: Worldwide spending on AI to double over next four years
Thu, 27th Aug 2020
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uc
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martech
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ai
Global spending on artificial intelligence (AI) is set to double by 2024, reaching $110 billion, according to research firm IDC.
The place of AI in the future of B2B eCommerce
Wed, 26th Aug 2020
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uc
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martech
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commerce systems
COVID-19 has accelerated the shift to digital B2B commerce, requiring sellers to virtualize their role and utilize AI for personalized experiences.
GoTo & Microsoft Teams: A winning collaboration
Wed, 26th Aug 2020
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uc
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martech
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ai agents
Every tool has a purpose, and with the latest integration users can now maximise productivity by choosing the right meeting solution for the task at hand.