Contact Centre stories - Page 57
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.
Logitech's new headset for open environments
Wed, 10th Apr 2019
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uc
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logitech
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headsets
The wireless headset features active noise cancellation (ANC) and is one of the first to include Qi wireless charging.
Ramco aims to drive payroll modernisation across ANZ
Wed, 10th Apr 2019
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uc
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data analytics
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martech
Ramco Systems gears up to modernise payroll for an ANZ telecom giant, digitising operations for 5,000 employees with advanced AI and compliance features.
Why Kiwi consumers are concerned about their bank's security
Tue, 9th Apr 2019
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uc
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cybersecurity
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unisys
New Zealanders are increasingly frustrated by inefficient bank interactions and not being able to fully complete transactions online.
Verizon to provide integrated connectivity for Microsoft Teams users
Mon, 8th Apr 2019
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microsoft
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verizon
Microsoft Teams is a unified communications platform that combines persistent workplace chat, video meetings, file storage and application integration.
Mobile apps to have most impact on business success by 2020
Fri, 5th Apr 2019
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uc
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martech
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agentic ai
Mobile apps, poised to drive business success by 2020, will lead as user interactions expand across new modalities and devices, predicts Gartner.
Avaya and Nuance to deliver an AI-enhanced customer experience
Tue, 2nd Apr 2019
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uc
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cx
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martech
Avaya integrates conversational interfaces into its contact center solutions, improving self-service automation capabilities and customer experience.
Exclusive: How the channel can take advantage of cloud communications
Mon, 1st Apr 2019
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uc
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contact centre
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ingram micro
Ingram Micro NZ, 8x8 and Tradewinds discuss the state of cloud communications in ANZ and the channel opportunity it presents.
Adobe and Drift launch conversational experience for Marketo Engage
Fri, 29th Mar 2019
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uc
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martech
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agentic ai
By connecting target account lists with Drift, MarketoEngage customers will supposedly be able to target each website visitor with a chatbot.
ISPs take top honours at Genesys partner awards
Thu, 28th Mar 2019
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uc
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partner programmes
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open source
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.
8x8 launches X series contact centre cloud solution in ANZ
Tue, 26th Mar 2019
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crm
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uc
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martech
8x8 launches cloud-based communications platform, X Series, in Australia and New Zealand to transform customer and employee experiences.
Gartner: AI to reduce project management workload
Mon, 25th Mar 2019
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uc
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devops
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martech
By 2030, AI is expected to eliminate 80% of today's project management tasks, revolutionising the field by enhancing data collection, tracking, and reporting.
Microsoft Teams' eight new and upcoming features
Mon, 25th Mar 2019
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uc
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dlp
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microsoft
After taking Best in Show at Enterprise Connect, Microsoft Teams will be seeing eight new capabilities over 2019.
Nuance biometrics fight back against fraud
Mon, 25th Mar 2019
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biometrics
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contact centre
Nuance Communications claims its biometric technology has thwarted over USD $1 billion in fraud, as fraud attacks via contact centres rise sharply.
Zoom's new Rooms and Meetings features
Thu, 21st Mar 2019
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uc
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video conferencing
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voip
Zoom introduces new hardware and software integrations for Zoom Rooms and Zoom Meetings, enhancing video solutions and communication tools for businesses.
Avaya expands integration with Google Cloud AI
Thu, 21st Mar 2019
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crm
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uc
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hyperscale
This includes embedding Google's machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Silver Peak solution thwarts VoIP call dropouts
Wed, 20th Mar 2019
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uc
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network infrastructure
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sd-wan
Silver Peak's Unity EdgeConnect solution significantly reduces VoIP call dropouts, ensuring high-quality communications even over consumer-grade broadband.
VoiP new-comer upgraded and ready to take on NZ
Tue, 19th Mar 2019
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uc
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hyperscale
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dc
UFONE is an Auckland-based VoIP provider that has just completed a massive upgrade of its back-end and is ready to take on the market.
8x8 announces Google Cloud contact centre AI integration
Wed, 13th Mar 2019
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crm
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uc
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martech
8x8 integrates its contact centre with Google Cloud's contact centre AI to improve customer service and productivity.
Why there's a high demand for IT professionals in NZ
Tue, 12th Mar 2019
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uc
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devops
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hcm
DevOps and HR professionals are among the top skill shortages in New Zealand for the first half of 2019, according to Hays.
Hire company deepens equipment visibility with IoT
Mon, 11th Mar 2019
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uc
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spacetech
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public cloud
Kennards Hire has worked with Microsoft to develop an intelligent edge IoT system that will allow detailed monitoring and reporting across their assets.