Contact Centre stories - Page 38
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.
EncompaaS brings on new chief customer officer as part of growth strategy
Wed, 23rd Dec 2020
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crm
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uc
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paas
EncompaaS, the cloud-based compliance platform, has appointed David Gould as chief customer officer, with an intention to boost the company’s global presence.
The top search terms from IT execs in 2020
Wed, 23rd Dec 2020
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uc
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devops
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apm
COVID-19, cybersecurity and operating models were amongst the most searched terms by IT executives in 2020, according to the analyst firm.
Poly ANZ shares tips for transitioning back to the office
Thu, 17th Dec 2020
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uc
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hybrid & remote work
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voip
UC specialist firm, Poly, has released a video series sharing tips for returning to the office in the 'new normal'.
AWS launches new disaster recover programme across ANZ
Wed, 16th Dec 2020
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uc
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dr
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data analytics
AWS Project Resilience, is now available to our Australian and New Zealand communities, customers, and partners.
8x8 announces change of CEO
Tue, 15th Dec 2020
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uc
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contact centre
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8x8
Dave Sipes appointed CEO of 8x8; company reaffirms Q3 and full-year fiscal 2021 guidance. Sipes was formerly COO of RingCentral.
SMX partners with Microsoft to deliver email security solution for Office 365
Tue, 15th Dec 2020
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uc
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partner programmes
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email security
Email security provider SMX has launched its second co-sell solution since joining Microsoft’s key partner programme.
Managing quality with a work-from-anywhere workforce
Mon, 14th Dec 2020
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crm
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uc
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devops
Work-from-anywhere contact centres need quality control mechanisms to ensure a consistent customer experience, according to NICE.
Uniphore and Tech Mahindra enter multi-year, multi-million dollar partnership
Mon, 14th Dec 2020
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crm
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uc
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cx
Uniphore and Tech Mahindra have come together with the shared intention of driving innovation in customer experience and contact centre operations.
Veeam Backup for Office 365 adds Microsoft Teams protection
Thu, 10th Dec 2020
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virtualisation
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uc
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dr
Veeam's latest version of Veeam Backup for Microsoft Office 365 adds purpose-built backup and recovery for Microsoft Teams.
8x8 makes raft of updates to platform
Wed, 9th Dec 2020
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uc
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data analytics
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public cloud
8x8 is enhancing its communications platform with new cloud features, including improved security, collaboration, and user interface updates.
How UX monitoring can transform remote access technologies
Mon, 7th Dec 2020
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virtualisation
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uc
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data analytics
Making UX central to the monitoring strategy is key to the success of digital workspace initiatives — a success which many businesses hinge on.
Vodafone launches work from anywhere summer campaign
Thu, 3rd Dec 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ and Tourism Holdings join forces to promote remote working in New Zealand, encouraging flexibility and productivity for employees.
Supercharge your workplace with these pimpin' deals from Ingram Micro & Lenovo
Thu, 3rd Dec 2020
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uc
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personal computing devices
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lenovo
Looking to revamp your workspace? Check out the promotions from Ingram Micro and Lenovo. Prize packs worth up to $7200 are up for grabs. Shop now!.
ManageEngine recognised by Forrester for PIM and Chatbots
Thu, 3rd Dec 2020
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uc
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pam
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martech
Forrester Research has recognized ManageEngine as one of the top providers in privileged identity management (PIM) and chatbots for IT operations.
DXC Technology partners with Microsoft to deliver modern workplace solution
Thu, 3rd Dec 2020
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uc
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ai
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microsoft
The platform will leverage several of Microsoft’s services, including Microsoft 365, Teams, Dynamics 365 and Power Platform.
Positive customer experience will boost brand loyalty - study
Tue, 1st Dec 2020
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uc
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cx
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martech
A positive customer experience with a retailer during the festive season will encourage customer loyalty, according to new research from Zendesk.
What will our workplaces look like in the near future?
Mon, 30th Nov 2020
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uc
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hybrid & remote work
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collaboration
A new survey from collaboration technology provider Barco looks into remote working and how it has changed and developed during the COVID-19 pandemic.
How to optimise contact centres for 2021 and beyond
Mon, 30th Nov 2020
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crm
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uc
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martech
2020 has been a challenging year for businesses worldwide. As we approach 2021, here are four key areas for contact centre optimization.
rapidMATION to resell DRUID chatbot platform after forming partnership
Mon, 30th Nov 2020
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uc
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martech
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ai
rapidMATION partners with DRUID to resell the DRUID Chatbot Authoring Platform, combining AI-driven chatbots with RPA capabilities.
A videoconference solution as smooth as your morning coffee
Mon, 30th Nov 2020
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uc
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hp
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jabra
HP and Jabra have teamed up to create a video collaboration solution that works as smoothly as your morning cup of coffee.