Contact Centre stories - Page 60
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.
Marriott sets up call centres to answer questions on data breach
Mon, 17th Dec 2018
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uc
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breach prevention
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cybersecurity
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.
The key to financial institutions' path to digital dominance
Thu, 13th Dec 2018
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crm
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uc
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data analytics
To achieve digital dominance, financial institutions must harness their vast data troves for personalised services, risk modelling, and fraud prevention.
Using blockchain to ensure regulatory compliance
Wed, 12th Dec 2018
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uc
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ecm
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blockchain
Macro 4's new Columbus DW software enhances data protection & regulatory compliance through document redaction & blockchain integration.
Telesmart to deliver Cloud Calling for Microsoft Teams
Tue, 11th Dec 2018
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uc
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microsoft
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voip
New Zealand's Telesmart becomes the first provider in the country to offer Cloud Calling for Microsoft Teams, enhancing external voice connectivity.
Jade Software & Ambit take chatbots to next level of AI
Tue, 11th Dec 2018
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crm
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uc
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martech
Jade Software and Ambit partner to deliver advanced AI chatbots, aiming to revolutionise customer service through natural and realistic digital experiences.
Genesys PureCloud generates triple-digit revenue growth year on year
Tue, 11th Dec 2018
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uc
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network infrastructure
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sdn
Genesys PureCloud posted remarkable growth, doubling revenue in Australia and New Zealand year-on-year and securing over 500 global customers.
Meet Rentbot, the chatbot that can help with tenancy law
Mon, 10th Dec 2018
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uc
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martech
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agentic ai
If you find yourself in a tricky situation - or if you just want to understand your rights as a landlord or tenant, you can now turn to a chatbot for help.
Preparing for the future of work – growing big ideas from small spaces
Mon, 10th Dec 2018
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uc
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daas
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martech
As Australian businesses rethink small meeting spaces, the rise of huddle rooms is transforming modern workplaces, enhancing team collaboration and innovation.
Tether: The Kiwi startup fighting back against cold, damp homes
Fri, 7th Dec 2018
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clean technologies
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apps
Local startup Tether aims to solve New Zealand's housing problem with its home environmental monitoring system.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
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uc
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network infrastructure
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hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
Mitel partners with Aussie distributor to bring UCaaS to ANZ
Tue, 4th Dec 2018
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uc
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network infrastructure
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sdn
Mitel has signed a master agent agreement with Tradewinds Brokerage to expand its unified communications as a service (UCaaS) market in ANZ.
How AI can improve service desk productivity & staff wellbeing
Mon, 3rd Dec 2018
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uc
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martech
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it automation
AI can drive automation, which could be anything from answering common questions to providing automated actions based on a particular request.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
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voip
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contact centre
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
Kiwi company brings AI assistant to small business
Thu, 29th Nov 2018
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martech
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ai
Aider, an AI powered digital business assistant created specifically for small business, has been in beta phase in Australasia for several months.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
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uc
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hyperscale
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public cloud
The company's Public Sector Partner Program grew almost 40% this year, with more than 800 partners now on board.
New digital business means “The cloud is no longer enough”
Tue, 27th Nov 2018
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crm
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uc
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cx
Gartner research shows that as the need for beyond-edge customer engagement rises, infrastructure service providers need to follow suit.
How artificial intelligence is transforming finance teams
Tue, 20th Nov 2018
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martech
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ai
Artificial Intelligence (AI) is becoming increasingly important for businesses, offering improved decision making and business insights.
Why UCaaS is the channel's 'opportunity of the century'
Mon, 19th Nov 2018
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uc
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martech
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healthtech
The popularity of UCaaS has grown very fast, with larger organisations across major industries like financial services and healthcare embracing it.
WatchGuard's eight (terrifying) 2019 security predictions
Fri, 16th Nov 2018
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malware
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uc
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firewalls
The next evolution of ransomware, escalating nation-state attacks, biometric hacking, Wi-Fi protocol security, and Die Hard fiction becomes reality.