Contact Centre stories - Page 115
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.
Wired for unified comms
Thu, 1st Jul 2010
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smartphones
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uc
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firewalls
As businesses face a deluge of communication apps, systems integrators are offering unified solutions to streamline voice, email, and messaging services.
Evolution of Unified Communications
Thu, 1st Jul 2010
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uc
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contact centre
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analyst report
Unified Communications advances, transforming businesses and IT roles, as companies deploy cutting-edge tech to boost productivity and achieve goals.
Telecommunications review: SwyxWare
Thu, 1st Jul 2010
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gaming
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uc
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digital entertainment
SwyxWare emerges as a unified communications leader, blending ease of use and value, revolutionising businesses globally from small firms to major enterprises.
Govt: Telecom outages undermine 111 confidence
Thu, 1st Jul 2010
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uc
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contact centre
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telcos
Minister Joyce targets Telecom over crumbling 111 service, demanding action as New Zealand's emergency confidence wanes.
Greenstone brings offshore call centre back to NZ
Thu, 17th Jun 2010
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uc
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contact centre
Greenstone Energy reshores its call centre to NZ from the Philippines, creating 12 jobs and emphasizing local investment over offshore operations.
Frost & Sullivan Asia Pacific ICT winners
Tue, 15th Jun 2010
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uc
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firewalls
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network infrastructure
Leading ICT firms, including Huawei and Avaya, celebrate wins at Frost and Sullivan's prestigious Asia Pacific awards.
Proud to be KIWI
Tue, 1st Jun 2010
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uc
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twitter
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contact centre
Air NZ fiercely defends its Kiwi identity, rejecting rumours of moving its contact centre to Manila, valuing local voice in customer service.
The channel that can’t be ignored
Tue, 1st Jun 2010
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uc
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healthtech
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twitter
Social networking emerges as a vital tool for contact centres, reshaping customer care with real-time engagement and feedback, says survey.
2degrees enters a new phase
Tue, 1st Jun 2010
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smartphones
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uc
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blackberry
2degrees shakes up NZ mobile market, gaining over 200,000 subscribers in 6 months, proving sceptics wrong and signalling a new chapter.
Streets ahead
Tue, 1st Jun 2010
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uc
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risk & compliance
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contact centre
Auckland's Traffic Operations Centre opens, revolutionising NZ's road network management with cutting-edge technology.
Are you a Waster?
Tue, 1st Jun 2010
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uc
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hp
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voip
E-waste poses a very real threat to the environment, but your purchasing and recycling choices can assuage this.
Embrace wireless
Tue, 1st Jun 2010
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virtualisation
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uc
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it automation
Secure wireless networking technologies can provide additional revenue and deliver greater ROI around virtualisation and cloud computing.
Trade Me switches onto SIP with the help of CallPlus
Tue, 1st Jun 2010
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uc
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personal computing devices
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contact centre
Trade Me elevates its customer service with CallPlus’ cutting-edge SIP technology, slashing call costs by 20% and enhancing remote work.
Who keeps you on the phone?
Mon, 31st May 2010
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uc
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contact centre
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automotive
Utilities keep you on the phone the longest, with calls lasting 8min 43s, outpacing government and IT helps desks, a study reveals.
FIBRE 2010: The Canadian way
Wed, 26th May 2010
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uc
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voip
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contact centre
Axia NetMedia emerges from the shadows with Vodafone backing in its bid for New Zealand's fibre network, promising affordable triple-play services.
Cisco's telepresence undercut
Wed, 26th May 2010
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uc
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video conferencing
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cisco
With today's online-based telepresence solutions, Cisco's high quality telepresence solutions are under fire from new entrants.
Telecom Retail reshuffle - Updated
Tue, 25th May 2010
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uc
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contact centre
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retail
Telecom Retail overhauls management and cuts 200 jobs in a sweeping reshuffle following top executives' exits.
Juniper scores with Fulham football club
Wed, 12th May 2010
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uc
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network infrastructure
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voip
Fulham FC's network infrastructure receives a major upgrade from Juniper Networks, slashing video replay processing times and improving game day operations.
Find out what consumers are saying about your business
Wed, 12th May 2010
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uc
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ibm
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contact centre
IBM has released a new social media monitoring tool that allows you to gauge a view of customer opinions from several social media websites.
An Important Voice
Sat, 1st May 2010
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uc
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network infrastructure
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software development
Implementing VoIP solutions can significantly increase LAN traffic. Learn effective techniques to minimise congestion and maintain network efficiency.