Contact Centre stories - Page 55
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.
How EdgeVerve aims to redefine the contact centre experience
Thu, 27th Jun 2019
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According to CCW Digital research, only 18% of customers are 'very satisfied' with their typical customer service experiences.
Canstar Blue's SMB Internet Provider award winners are...
Thu, 27th Jun 2019
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smb
Nearly two-thirds of Kiwi small businesses say New Zealand is no good for them, according to a survey commissioned by Canstar Blue.
Blue Prism announces acquisition of intelligent automation company
Wed, 26th Jun 2019
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Blue Prism announces plans to acquire Thoughtonomy, aiming to enhance its cloud strategy and provide more robust intelligent automation solutions globally.
Businesses wasting money on SIP channels, says Virsae
Wed, 26th Jun 2019
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uc
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voip
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telephony
Analysis reveals a growing penchant for super-sized SIP trunk groups, indicating a degree of channel over-subscription that leads to associated cost increases.
$300m paid out to Kiwis via Inland Revenue's new automatic system
Tue, 25th Jun 2019
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tax
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More than $300m has been refunded to New Zealand taxpayers through the country's automatic tax assessment process, according to new figures by Inland Revenue.
Amadeus announces travel application on Salesforce AppExchange
Tue, 25th Jun 2019
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data analytics
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Amadeus launches a service optimiser app on Salesforce AppExchange, revolutionising how airlines connect with customers, partners, and employees.
Moving away from ISDN: Why SIP is better for the public sector
Mon, 24th Jun 2019
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voip
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contact centre
As Telstra phases out ISDN, public sector organisations must adopt SIP to ensure cost-effective, scalable, and secure communication solutions.
BayCom scoops NEC channel partner award
Wed, 19th Jun 2019
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digital signage
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partner programmes
NEC Australia has awarded New Zealand systems integrator BayCom the title of Export Channel Partner of the Year for Unified Communications.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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hybrid cloud
HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
New panoramic video conference camera by Jabra
Wed, 19th Jun 2019
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google
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video conferencing
The PanaCast is made for huddle rooms and spaces, delivering wall-to-wall video and audio, and data that is critical for modern video collaboration.
Gartner: CRM makes up 1/4 of global enterprise software spend
Wed, 19th Jun 2019
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Worldwide enterprise application software revenue totalled more than $193.6 billion in 2018, a 12.5% increase from 2017 revenue of $172.1 billion.
Soul Machines creates digital human for skincare firm SK-II
Tue, 18th Jun 2019
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Soul Machines partners with skincare giant SK-II to unveil YUMI, the first autonomously animated digital influencer, enhancing customer interaction.
DX becomes the driving change in four key industries
Fri, 14th Jun 2019
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digital transformation
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martech
Digital transformation is shaking up legal, finance, education, and manufacturing sectors, driving profit boosts and demanding rapid adaptation, says Gartner.
How visual assistance impacts customer service KPIs - TechSee
Wed, 12th Jun 2019
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digital transformation
TechSee's report reveals Visual Assistance tech slashed technician dispatches by 19% and product returns by 17%, revolutionising customer service KPIs.
Newtech's new partnership to deliver analytics and reporting tools to APAC
Tue, 11th Jun 2019
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data analytics
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martech
Newtech Solutions partners with Tollring to bring call analytics and reporting tools to its Asia Pacific customers.
SolarWinds updates network management portfolio
Fri, 7th Jun 2019
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network infrastructure
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sdn
SolarWinds enhances its networking suite with support for Palo Alto Networks firewalls, boosting data visibility and scalability for IT professionals.
Fusion5 teams up with Ambit in NZ and AUS
Fri, 31st May 2019
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martech
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agentic ai
New Zealand-based chatbot platform Ambit has partnered with business solutions firm Fusion5 in New Zealand and Australia.
10 ways disties can stay relevant in the age of Amazon
Wed, 29th May 2019
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digital transformation
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cx
Australian distributors have nothing to fear in the Amazon economy - they simply need to understand the value they can offer and put modern tools.
Youthline's new AI-powered support service is now live
Mon, 27th May 2019
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Youthline launches its new Digital Assistant, Sam, to provide support and information to young people in New Zealand.
Are AI assistants teaching girls to be servants?
Thu, 23rd May 2019
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agentic ai
AI assistants with female voices reinforce harmful gender stereotypes, according to a UN study. Biases in tech could widen the digital skills gap for women.