Contact Centre stories - Page 58
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 companies deploy AI to enhance the customer journey
Mon, 11th Mar 2019
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uc
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martech
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ai
Customer-centric brands using advanced AI benefit from increased efficiency, loyalty, and revenue, according to a report sponsored by Genesys.
Nuance aims to reinvent agent AI for the contact centre
Thu, 7th Mar 2019
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ai
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contact centre
Nuance Communications unveils a new technology bundle to revamp Agent AI, merging human agents and AI for an enhanced customer experience in contact centres.
Cisco Live Melbourne: 'Building the bridge to possible'
Wed, 6th Mar 2019
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uc
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network infrastructure
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digital transformation
This week Cisco is building 'the bridge to possible' to more than 8000 people expected to attend the Cisco Live 2019 conference in Melbourne.
8x8 bolsters ANZ channel momentum with four new hires
Wed, 6th Mar 2019
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uc
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partner programmes
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contact centre
8x8 strengthens its cloud communications presence in Australia and New Zealand with four new hires to boost support for resellers and channel partners.
Optus Business to offer UC platform powered by Cisco
Wed, 6th Mar 2019
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uc
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cisco
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contact centre
Optus is currently the first and only tier one telco in Australia to deploy the BroadCloud platform as a complete cloud-based solution.
The future of insurance in Aotearoa
Thu, 28th Feb 2019
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uc
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martech
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ai
The insurance industry in New Zealand is on the brink of transformation with AI, machine learning, and IoT, promising faster, more transparent services.
Why 87% of APAC SMBs are moving to the cloud
Wed, 27th Feb 2019
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uc
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open source
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cloud services
A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.
Can UCaaS services eliminate the need for investment in infrastructure?
Tue, 26th Feb 2019
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uc
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datacentre infrastructure
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hyperscale
UCaaS is one of the fastest growing markets and is experiencing extensive pressure to evolve and keep up with the latest collaboration trends.
Ribbon's Microsoft-certified SBC powers Pure IP's new direct routing offer
Mon, 25th Feb 2019
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uc
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supply chain
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microsoft
Pure IP has added the SBC 5400 to its suite of Ribbon products in order to offer Microsoft Direct Routing to its enterprise customers.
How AI benefits customer service
Mon, 25th Feb 2019
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crm
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martech
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Atlas Gentech snags Jabra distribution deal
Thu, 21st Feb 2019
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crm
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uc
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martech
Jabra appoints Atlas Gentech as its official New Zealand distributor for contact centre and enterprise audio products, boosting UC deployment capabilities.
'Digital twins' entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term 'digital twin' may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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uc
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mfa
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multi-cloud
As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.
Robots to the fore – Key insights for New Zealand Business into RPA in 2019
Mon, 18th Feb 2019
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uc
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martech
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rpa
From making artificial intelligence a business reality to closer ties to human colleagues, robotic process automation is gearing up for a strong 2019.
50 million tonnes of e-waste: IT faces sustainability challenges
Mon, 18th Feb 2019
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uc
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clean technologies
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voip
As global e-waste hits 50 million tonnes annually, TCO Development's 'This is IT' campaign calls for sustainable practices in IT recycling to combat the crisis.
BMC adds IBM Cloud, Watson to Helix solution
Thu, 14th Feb 2019
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uc
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public cloud
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martech
BMC Helix with IBM Watson delivers cognitive insights across structured and unstructured federated knowledgebases.
Hyundai works with IBM to create a new blockchain-based platform
Thu, 14th Feb 2019
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uc
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blockchain
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martech
The network for commercial financing will supposedly provide participants with a single view of all the transactions happening in the network.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
Microsoft launches bot service for healthcare sector
Mon, 11th Feb 2019
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martech
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ai
Microsoft has unleashed a new healthcare bot that provides cloud-based conversational AI to help patients take healthcare into their own hands.
Plantronics and HP's new Teams conferencing solution
Fri, 8th Feb 2019
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uc
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hybrid & remote work
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hp
The solution for large and mid-sized rooms combines HP Elite Slice with Polycom Trio and EagleEye IV video conferencing.