Contact Centre stories - Page 32
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.
Hybrid meetings the way forward with new portfolio in market
Mon, 5th Jul 2021
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hybrid & remote work
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video conferencing
Barco has expanded its hybrid meetings portfolio with the new ClickShare Present range, catering to the demands of the hybrid workplace.
NICE announces AI ethics framework as industry booms
Mon, 5th Jul 2021
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robots
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uc
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data analytics
NICE has released its Robo-Ethical Framework, a set of guidelines to promote responsible and transparent AI-powered robots.
Dicker Data scores distie rights to Microsoft Surface Hub 2S
Thu, 1st Jul 2021
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microsoft
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dicker data
Dicker Data becomes authorised distributor of Microsoft's Surface Hub 2S range in Australia, boosting its presence in the professional AV market.
EPOS transforms hybrid work environment with IMPACT SDW 5000 contact centre headset range
Thu, 1st Jul 2021
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crm
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uc
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martech
EPOS has expanded its range of enterprise contact centre headsets with the IMPACT 5000 range, featuring wireless DECT technology.
Vodafone offers Ambit's chatbot tech to contact centre customers
Thu, 1st Jul 2021
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crm
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martech
A new partnership between Vodafone New Zealand and Ambit is bringing AI-based chatbots to Vodafone’s contact centre customers.
Opsera releases native CI/CD automation for Salesforce
Tue, 29th Jun 2021
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uc
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devops
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data analytics
Opsera has launched native CI/CD release automation for Salesforce, addressing the lack of DevOps capabilities in the platform.
DRUID releases Oxygen, making AI-driven virtual assistant deployments faster and easier
Mon, 28th Jun 2021
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uc
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martech
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ai
AI company, DRUID, makes AI-driven virtual assistant deployments faster and easier, with a new revamped design in its latest technology release, Oxygen.
NICE infuses voice of customer capabilities with artificial intelligence
Mon, 28th Jun 2021
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crm
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data analytics
NICE brings AI to the contact centre with Enlighten AI, enabling real-time, hyper-personalised surveys to improve customer satisfaction and reduce churn.
Five must-haves for unified communications to bridge the gaps in a hybrid workplace
Mon, 28th Jun 2021
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uc
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hybrid & remote work
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voip
Despite the benefits of remote work, the office will continue to play a key role in how businesses operate in the future.
Microsoft showcases what's new in Windows 11
Fri, 25th Jun 2021
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uc
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microsoft
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windows
Microsoft officially announces details of the upcoming Windows 11 operating system, and yes, it's a free upgrade for eligible Windows 10 PCs.
Zoho's CRM app Bigin a hit with small businesses during pandemic
Thu, 24th Jun 2021
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crm
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uc
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martech
Zoho's CRM platform Bigin has gained over 7,500 customers in under a year, achieving a 40% quarterly revenue increase.
Appier acquires AI-powered chatbot platform BotBonnie
Wed, 23rd Jun 2021
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crm
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uc
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martech
Appier acquires omnichannel chatbot platform BotBonnie to enhance its marketing offerings and expand customer base.
Microsoft unveils new innovations in Teams designed to empower hybrid work
Tue, 22nd Jun 2021
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uc
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hybrid & remote work
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microsoft
Microsoft introduces new innovations in Teams and Viva to enhance hybrid work, including improved meeting experiences and new video layouts.
Poly ANZ explores hybrid working and how to provide equality of experience
Tue, 22nd Jun 2021
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uc
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hybrid & remote work
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voip
Many businesses are on a journey to understanding how they can best provide and manage a hybrid workplace for their employees.
Help desk responsibilities increase with advances in AI, cybersecurity, remote working, and cloud computing
Fri, 18th Jun 2021
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uc
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martech
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ai
CompTIA finds help desk responsibilities are broadening as AI, cybersecurity, remote working, and cloud computing becoming more prevalent.
Migrating to the cloud? First, find the right tool
Wed, 16th Jun 2021
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uc
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contact centre
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bittitan
Moving to the cloud is complex. Choosing the right cloud migration tool can save organisations time, effort and money.
EXCLUSIVE: The right to repair & why NZ must rethink the e-waste problem
Fri, 11th Jun 2021
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uc
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personal computing devices
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apple
What if there was a way to extend the lifespan of products before they end up in landfill? Device repairability seems like a logical step.
LogMeIn has added new features to its contact centre platform to help retain customers
Fri, 11th Jun 2021
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crm
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uc
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martech
LogMeIn has announced a new contact centre outbound calling solution for GoToConnect, aimed at sales organisations and expanded inbound capabilities.
Proofpoint delivers advanced data loss prevention for Microsoft Teams
Mon, 7th Jun 2021
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uc
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partner programmes
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casb
Proofpoint has become a certified data loss prevention partner for Microsoft Teams, allowing for real-time data security and compliance.
Security issues persist as organisations struggle to manage data and cloud
Thu, 3rd Jun 2021
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malware
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uc
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dr
More than four fifths of businesses remain concerned about the security risks of remote working, according to a report by Thales.