Contact Centre stories - Page 69
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.
Five core principles for developing AI for business
Mon, 4th Dec 2017
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Kriti Sharma, Sage VP of bots and AI talks about the fundamentals of AI today and where it's headed in the future.
Microsoft teams up with TomTom to launch Azure Location Based Services
Fri, 1st Dec 2017
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Microsoft is launching a new Azure service that aims to meet the geospatial needs enterprise customers that use location data.
Frost & Sullivan names Indonesia's top data center service provider
Thu, 30th Nov 2017
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contact centre
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colliers
Frost - Sullivan honours top Indonesian companies for leadership, innovation, customer service and product development.
New AWS features make machine learning more accessible to developers
Thu, 30th Nov 2017
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hyperscale
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public cloud
Amazon SageMaker makes it easy to build, train, and deploy machine learning models, removing the heavy lifting and guesswork from the process.
Dell Technologies: 2018 will be the year of the mega cloud
Wed, 29th Nov 2017
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network infrastructure
Dell Technologies predicts a strong focus on human-machine partnership as one of the key trends in the technology market for 2018.
Kiwi brands need to step up their game when it comes to digital experience
Wed, 29th Nov 2017
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martech
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Interview: Humans vs. Machines - the importance of knowing who is better at what
Tue, 28th Nov 2017
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hybrid cloud
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data analytics
Qlik's Josh Good discusses blending human intuition with AI for better data analytics in an exclusive interview.
Microsoft teaches a Kiwi institution a few new digital tricks
Fri, 24th Nov 2017
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digital transformation
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microsoft
BNZ partners with Microsoft to upgrade their communication tools, improving staff efficiency and team collaboration. #digitaltransformation.
Hybrid intelligence: How to scale customer communications with bots
Wed, 22nd Nov 2017
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By 2020, 85% of customer interactions with businesses will be managed through automated intelligence, according to Gartner.
Meg Whitman to leave HPE CEO position early next year
Wed, 22nd Nov 2017
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hpe
Meg Whitman will step down as HPE CEO early next year, with President Antonio Neri to assume the role from 1st February 2018. Whitman remains on the board.
Hands-on Review: D-Link's DIR-882 EXO AC2600 MU-MIMO Wi-Fi Router
Wed, 22nd Nov 2017
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digital entertainment
As home networks are put under pressure from multiple wi-fi connected devices D-Link's DIR-882 EXO AC2600 MU-MIMO Wi-Fi Router makes sure everyone in.
IoT, AI and mobile gaming in the spotlight at startup festival
Thu, 16th Nov 2017
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gaming
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martech
Over the next three days, more than 300 startups will congregate in Taiwan's capital for three days full of innovation, networking, and fun.
Exclusive: Amazon bringing massive CX opportunities for local channel
Mon, 13th Nov 2017
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data analytics
Amazon is coming – and it's bringing with it a 'massive' opportunity for the local IT reseller community, Frost & Sullivan says.
'Human-like' chatbots may change the way we shop
Mon, 13th Nov 2017
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Human-like chatbots, still in need of refinement, could soon transform shopping with smarter, emotionally aware interactions, says GlobalData.
Brendan Maree takes on 8x8 vice president role
Mon, 13th Nov 2017
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interactive intelligence
Former Interactive Intelligence executive Brendan Maree has taken on the role of Asia Pacific vice president for unified communications provider 8x8.
AT&T expert discusses preparing for the future of AI
Fri, 10th Nov 2017
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5g & beyond
No longer just a sci-fi concept, artificial intelligence (AI) is already part of our data-driven world - this expert analyses how to prepare.
Chatbots and AI are the future of your job
Mon, 6th Nov 2017
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AI and chatbots to revolutionise the workplace, with Hays predicting a surge in digital assistance across jobs.
Avaya expands Edge channel program to empower partners
Fri, 3rd Nov 2017
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martech
In light of growing demand, Avaya has expanded its channel program to enable partners to offer UCaaS and CCaS.
Avaya announces A.I.Connect initiative to boost AI technologies for enterprise communications
Thu, 2nd Nov 2017
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avaya
The company-led initiative brings together vendors and options to deliver AI capabilities into the contact centre and unified communication industry.
How telcos can win the CX race
Wed, 1st Nov 2017
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cx
Maintaining a high standard of CX is now the key differentiating factor between industry leaders and laggards.