Contact Centre stories - Page 54
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.
Facebook faces new frontiers with real time brain-to-text research
Thu, 1st Aug 2019
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uc
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martech
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ar, vr & metaverse
Facebook and UCSF are pioneering brain-computer interfaces to develop AR glasses enabling hands-free, real-time brain-to-text communication.
Cloud brings billions of dollars to Australia, says AWS
Tue, 30th Jul 2019
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uc
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hyperscale
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public cloud
New research quantifies the productivity gains, job growth, and increased global business opportunities driven by cloud computing.
8x8 appoints channel partner to cover WA, SA
Mon, 29th Jul 2019
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crm
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uc
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martech
Scope Logic will take the role of providing 8x8's voice, chat and contact centre solutions across Western and Southern Australia.
BitTitan introduces Microsoft Teams migration capabilities to MigrationWiz
Fri, 26th Jul 2019
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uc
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migration
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microsoft
BitTitan's MigrationWiz now supports Microsoft Teams migrations, catering to soaring demand as Office 365 usage grows.
Auckland tech firm Aider creates buzz in the United States
Thu, 25th Jul 2019
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uc
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martech
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ai
Auckland-based tech firm Aider is making waves in the US and Canada with the launch of its digital assistant, which integrates with popular platforms.
You're invited: The 2019 Digital Workplace Conference, Sydney
Wed, 24th Jul 2019
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uc
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digital transformation
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microsoft
This is the time to enhance your digital transformation journey, and uncover new ways of working, communication and collaboration.
ANZ employees open to next-gen tech in the workplace
Wed, 24th Jul 2019
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uc
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ai
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contact centre
45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
8x8 opens ANZ support centre, expands through acquisition
Mon, 22nd Jul 2019
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uc
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cloud services
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contact centre
8x8 has APAC in its sights as it opens a Sydney support centre for ANZ and acquires a Singaporean Comms-Platform-aaS provider.
Blue Prism acquires Thoughtonomy, develops new SaaS offering
Fri, 19th Jul 2019
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saas
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uc
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martech
Blue Prism acquires Thoughtonomy to bolster automation and cloud offerings, aiming to transform enterprise productivity.
Microsoft releases progammes and tech for partners
Tue, 16th Jul 2019
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uc
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public cloud
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partner programmes
Microsoft invests in partner ecosystem with new technologies and programmes to advance partner engagement around cloud.
Contact centre market to see 14.6% CAGR over next five years
Fri, 12th Jul 2019
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crm
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uc
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martech
The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
DevOps amongst most sought after skillset
Fri, 12th Jul 2019
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uc
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devops
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apm
The survey found 53% of respondents believe technical skills have the highest impact on the effectiveness of an organisation or department.
BitTitan introduces Microsoft Teams migration capabilities
Wed, 10th Jul 2019
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uc
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microsoft
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voip
BitTitan has added new capabilities to its cloud office migration solution to support the migration of the Microsoft Teams platform.
OutSystems launches new AI capabilities
Wed, 10th Jul 2019
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uc
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martech
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apm
OutSystems announced that it has added new artificial intelligence and machine learning capabilities to its leading low-code development platform.
Aspect Software announces workforce management offering for Azure
Tue, 9th Jul 2019
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uc
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public cloud
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healthtech
Companies have unique requirements for deployability and migration, driven by security, privacy, regulatory and other internal factors.
Video conferencing: How to make interviewing less awkward
Fri, 5th Jul 2019
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uc
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video conferencing
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voip
Candidates still prefer face-to-face job interviews, finding them less awkward than video interviews, according to a BBC report.
Ambit accelerates expansion in Australia with Sydney office launch
Thu, 4th Jul 2019
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uc
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martech
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ai
Ambit has opened its first Australian office in Sydney, with CEO Josh Comrie relocating to lead the expansion following an NZD $1.75M capital raise.
Freshworks expands local product hosting on Sydney data centre
Wed, 3rd Jul 2019
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uc
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hyperscale
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dc
Launched in January last year, the Sydney data centre already hosts the popular Freshdesk and Freshservice products.
New Poly device combines content sharing and video conferencing
Tue, 2nd Jul 2019
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uc
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hybrid & remote work
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healthtech
The G5700 for mid to large conference rooms integrates the sharing of digital content with audio and video conference features in a single device.
IDC names Cognizant Leader for AI services
Tue, 2nd Jul 2019
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uc
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martech
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ai
The MarketScape report praises the company's high-touch customer service approach, value for fee paid, and broad range of AI services and platforms.