Contact Centre stories - Page 57
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.
10 ways disties can stay relevant in the age of Amazon
Wed, 29th May 2019
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uc
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digital transformation
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cx
Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.
Youthline’s new AI-powered support service is now live
Mon, 27th May 2019
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martech
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Youthline launches its new Digital Assistant, Sam, to provide support and information to young people in New Zealand.
Are AI assistants teaching girls to be servants?
Thu, 23rd May 2019
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uc
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dei
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martech
AI assistants with female voices reinforce harmful gender stereotypes, according to a UN study. Biases in tech could widen the digital skills gap for women.
Zoom Phone beta announced for local customers
Thu, 16th May 2019
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uc
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voip
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contact centre
Zoom has launched a beta version of its Zoom Phone service in Australia, introducing BYOC and certifying new desk phone devices from Poly and Yealink.
CIOs in ANZ are slowly making digital business progress
Wed, 15th May 2019
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uc
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data analytics
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digital transformation
Despite 30% of ANZ organisations scaling digital investments, 70% lag in evolving digital foundations amid flat IT budgets, says Gartner survey.
Could Huawei be paving the way to digitisation for carriers?
Tue, 14th May 2019
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uc
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cloud services
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contact centre
Huawei and AsiaInfo's integration of cloud and CRM systems promises faster market entry and greater flexibility for carriers, poised for digital transformation.
Survey reveals significant gaps between customer expectations and service experience in Australia
Thu, 9th May 2019
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robots
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uc
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martech
New research by Pegasystems reveals a critical need for more intelligent automation, with 73% of Australians preferring human customer service over bots.
Microsoft's biggest announcements from Build 2019
Tue, 7th May 2019
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uc
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devops
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data analytics
Microsoft Build 2019 introduces new innovations for Microsoft 365, including features like Microsoft Graph data connect and the Fluid Framework.
IRD completes ‘one of the biggest’ IT projects in state sector
Mon, 6th May 2019
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uc
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digital transformation
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ird
Inland Revenue has completed a significant IT overhaul, transitioning over 19.7 million taxpayer accounts to a new system, enhancing efficiency and fairness.
Teleopti reimagines workforce management with the launch of Grant the chatbot
Mon, 6th May 2019
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uc
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martech
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ai
Teleopti's AI-powered chatbot, Grant, has been launched to enhance employee self-service and automate intraday operations in workforce management.
The evolution of chatbots
Mon, 6th May 2019
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martech
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ai
It’s no secret that in order to convert leads and maximise sales, companies need to connect with their prospects as quickly as possible.
How emerging technologies are changing work processes
Fri, 3rd May 2019
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uc
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digital transformation
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martech
Emerging technology is already changing how people work and the next five years is likely to see even more seismic changes in work processes.
AI continues to widen CX success gap
Wed, 1st May 2019
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crm
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uc
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cx
Survey of global customer engagement leaders finds businesses not actively investing in AI are falling behind.
Four key ways IoT can optimise the supply chain
Mon, 29th Apr 2019
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uc
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iot
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supply chain & logistics
Organisations must ensure they align IoT use with the overall strategy to ensure they deliver continuity and overall business growth.
IBM supports Lenovo Data Center Group with blockchain-powered customer service
Mon, 29th Apr 2019
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crm
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uc
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datacentre infrastructure
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
SIM swapping: What is it and should you be worried?
Mon, 29th Apr 2019
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uc
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iam
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cybersecurity
Due to the growing reliance on mobile phones, SIM swapping is increasingly targeted as a way to take over a victim’s online accounts.
Tollring partners with Novum Networks for call analytics
Thu, 25th Apr 2019
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uc
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data analytics
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martech
Novum Networks has added the full complement of Tollring’siCall Suite cloud analytics to its product portfolio.
Avaya partners with Standard Chartered to deliver CX transformation
Wed, 24th Apr 2019
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uc
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data analytics
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fintech
Avaya and Standard Chartered partner to enhance customer experience through a multi-year transformation project.
Novum Networks & Tollring bring call analytics to APAC
Tue, 23rd Apr 2019
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uc
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data analytics
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martech
Australian firm Novum Networks teams with Tollring to offer powerful call analytics via iCall Suite in APAC, enhancing BroadSoft VoIP capabilities for users.
Veeam releases v3 of its MS Office backup solution
Fri, 19th Apr 2019
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virtualisation
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uc
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dr
One of Veeam’s most popular solutions, Backup for Office 365, has been upgraded again with greater speed, security and analytics.