Contact Centre stories - Page 62
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.
Silver Peak VoIP withstands 'torture test' for quality
Thu, 4th Oct 2018
#
uc
#
network infrastructure
#
devops
Leading network test lab puts EdgeConnect through its paces which maintains toll-quality VoIP service over broadband, even with more than 55% packet loss.
How rethinking data storage can unleash AI's potential
Wed, 3rd Oct 2018
#
storage
#
uc
#
converged infrastructure
With data, AI is just a bunch of fancy code. But in order to capitalise on data's potential, we need to look critically at how it is stored.
BlueJeans enhances Microsoft Teams with new solution
Thu, 27th Sep 2018
#
uc
#
daas
#
microsoft
BlueJeans' cloud-native video interoperability solution maximises existing conference room system investments to help accelerate Teams adoption.
The leadership challenge that comes with digital transformation
Thu, 27th Sep 2018
#
uc
#
digital transformation
#
martech
Digital transformation is adding $45 billion to Australia's GDP by 2021, but businesses must embrace innovation to succeed in the changing landscape.
All the MS Teams news from Ignite
Wed, 26th Sep 2018
#
uc
#
daas
#
public cloud
Teams is undergoing a major overhaul with new features, integrations and capabilities. Plus a new Teams certification and improved developer tools.
Microsoft unveils Cortana development kit for enterprises
Wed, 26th Sep 2018
#
uc
#
martech
#
agentic ai
Microsoft has introduced the Cortana Skills Kit for Enterprise, aiming to revolutionise workforce productivity with customisable AI assistance.
Surface Hub sleeker sequel set to ship in 2019
Wed, 26th Sep 2018
#
uc
#
daas
#
microsoft
Surface Hub 2S was built for customers who want the original Surface Hub experience in a lighter, thinner, more vibrant design.
Ten new ways for everyone to achieve more in the modern workplace
Tue, 25th Sep 2018
#
uc
#
healthtech
#
microsoft
Microsoft is introducing new capabilities in Microsoft 365 that make it possible for every person to do their best work.
Microsoft improves Search function, making it more intuitive and integrated
Tue, 25th Sep 2018
#
uc
#
martech
#
microsoft
Microsoft expands its AI-powered search, integrating Bing with Office 365 for a more cohesive data search experience.
Exclusive: What the workplace of the future looks like
Mon, 24th Sep 2018
#
uc
#
daas
#
hybrid & remote work
The modern workplace is evolving, with open offices and new technologies leading the way, according to Amy Barzdukas, CMO of Plantronics.
Using technology to inspire customers
Wed, 19th Sep 2018
#
crm
#
uc
#
cx
Harnessing AI, machine learning, and VR, the travel industry seeks to predict and inspire consumer behaviour, making choices more personalised and engaging.
Businesses failing to grasp customer experience know-how
Tue, 18th Sep 2018
#
crm
#
uc
#
cx
More than one third of customers are not impressed with their customer experience, while 83% say they've had at least one issue when interacting with a company.
How voice biometric solutions reduce friction and cut fraud
Tue, 18th Sep 2018
#
uc
#
biometrics
#
contact centre
Voice biometrics cut fraud and boost customer satisfaction as traditional authentication methods like PINs and passwords fail to secure accounts.
SAP aims to use AI to redefine the employee experience
Mon, 17th Sep 2018
#
uc
#
hcm
#
ai
SAP announced two key additions to the SAP SuccessFactors HCM Suite that aims to redefine how people engage and interact with the technology they use at work.
Are we in danger of losing the softer side of customer service?
Mon, 17th Sep 2018
#
crm
#
uc
#
cx
More and more Australians are avoiding phone calls, opting for texting or messaging apps instead, according to a survey by finder.com.au.
Can AI and IoT work together to make the right choices?
Mon, 17th Sep 2018
#
edutech
#
uc
#
data analytics
CA Technologies is working on IoT and AI research to prevent creeping bias and improve the portability of the benefits of deep learning.
Twilio acquires contact centre software company Ytica to push workforce optimisation
Wed, 12th Sep 2018
#
crm
#
uc
#
daas
Cloud communication platform Twilio now has another notch under its belt, after the successful acquisition of contact centre software company Ytica.
Meeting Solutions Magic Quad - The Leaders' pros and cons
Mon, 10th Sep 2018
#
uc
#
daas
#
martech
LogMeIn, Zoom, Microsoft and Cisco are 'Leaders' in the Gartner Meeting Solutions Magic Quadrant. We look at the strengths and cautions for each.
Why AI will play a crucial role in the climate of compliance
Fri, 7th Sep 2018
#
uc
#
ai
#
cloud services
The banking royal commission in Australia has highlighted the need for improved compliance in the finance industry, with AI technology offering a solution.
Artificial intelligence: Marketing's new best friend?
Fri, 7th Sep 2018
#
uc
#
martech
#
ai
AI could bring enormous value to marketing as an enabler that helps people, not one that takes away their jobs.