Contact Centre stories - Page 58
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.
What to expect from the Surface Hub 2S
Fri, 19th Apr 2019
#
uc
#
digital signage
#
displays & projectors
Microsoft has released details about the next iteration of the Surface Hub featuring mobility, reduced weight and a 85in version in the works.
Inland Revenue to shut down services later this week
Tue, 16th Apr 2019
#
uc
#
ai
#
ird
Inland Revenue's tax system will be closed for a week as it implements major changes, including automatic tax refunds and real-time operations.
Avaya extends AI integration with Google Cloud
Mon, 15th Apr 2019
#
uc
#
hyperscale
#
public cloud
Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.
FaceMe designs 'digital human' for Southern Cross Health Society
Mon, 15th Apr 2019
#
uc
#
martech
#
ai
Southern Cross Health Society to launch AI-driven 'digital human' from FaceMe, marking a world first for health insurers with relatable, 24/7 assistant.
Google Cloud releases range of retail solutions
Fri, 12th Apr 2019
#
crm
#
uc
#
hyperscale
The solutions aim to capture the growing trend of cloud in retail, offering solutions for eCommerce, inventory management, and more.
Why many insurance tech companies want to improve CX
Thu, 11th Apr 2019
#
uc
#
cx
#
martech
Insurance tech firms are revolutionising customer experience, driven by AI and wearables, says InsurtechNZ. A digital-first approach could transform the sector.
Logitech’s new headset for open environments
Wed, 10th Apr 2019
#
uc
#
logitech
#
headsets
The wireless headset features active noise cancellation (ANC) and is one of the first to include Qi wireless charging.
Ramco aims to drive payroll modernisation across ANZ
Wed, 10th Apr 2019
#
uc
#
data analytics
#
martech
Ramco Systems gears up to modernise payroll for an ANZ telecom giant, digitising operations for 5,000 employees with advanced AI and compliance features.
Why Kiwi consumers are concerned about their bank’s security
Tue, 9th Apr 2019
#
uc
#
cybersecurity
#
unisys
New Zealanders are increasingly frustrated by inefficient bank interactions and not being able to fully complete transactions online.
Verizon to provide integrated connectivity for Microsoft Teams users
Mon, 8th Apr 2019
#
uc
#
microsoft
#
verizon
Microsoft Teams is a unified communications platform that combines persistent workplace chat, video meetings, file storage and application integration.
Microsoft & Data#3 give at-risk youth a helping hand
Mon, 8th Apr 2019
#
uc
#
microsoft
#
voip
Microsoft and Data#3 have teamed up with Melbourne City Mission to provide at-risk youth with cutting-edge tech training and employment-ready skills.
Mobile apps to have most impact on business success by 2020
Fri, 5th Apr 2019
#
uc
#
martech
#
ai agents
Mobile apps, poised to drive business success by 2020, will lead as user interactions expand across new modalities and devices, predicts Gartner.
Avaya and Nuance to deliver an AI-enhanced customer experience
Tue, 2nd Apr 2019
#
uc
#
cx
#
martech
Avaya integrates conversational interfaces into its contact center solutions, improving self-service automation capabilities and customer experience.
How Mitsubishi Australia aim to build better customer relationships
Mon, 1st Apr 2019
#
crm
#
uc
#
cx
Mitsubishi Motors Australia has chosen QPC's Genesys PureCloud to enhance their customer service capabilities.
Exclusive: How the channel can take advantage of cloud communications
Mon, 1st Apr 2019
#
uc
#
contact centre
#
ingram micro
Ingram Micro NZ, 8x8 and Tradewinds discuss the state of cloud communications in ANZ and the channel opportunity it presents.
Adobe and Drift launch conversational experience for Marketo Engage
Fri, 29th Mar 2019
#
uc
#
martech
#
ai agents
By connecting target account lists with Drift, MarketoEngage customers will supposedly be able to target each website visitor with a chatbot.
ISPs take top honours at Genesys partner awards
Thu, 28th Mar 2019
#
uc
#
partner programmes
#
open source
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.
Why Aussie banks should prioritise data security
Wed, 27th Mar 2019
#
uc
#
unisys
#
contact centre
New research reveals that Australian bank customers rank data security as the issue that matters to them most.
8x8 launches X series contact centre cloud solution in ANZ
Tue, 26th Mar 2019
#
crm
#
uc
#
martech
8x8 launches cloud-based communications platform, X Series, in Australia and New Zealand to transform customer and employee experiences.
Gartner: AI to reduce project management workload
Mon, 25th Mar 2019
#
uc
#
devops
#
martech
By 2030, AI is expected to eliminate 80% of today's project management tasks, revolutionising the field by enhancing data collection, tracking, and reporting.