Contact Centre stories - Page 71
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.
Microsoft rolls out guest access feature for Teams
Wed, 13th Sep 2017
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public cloud
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microsoft
The feature was designed with the principles of teamwork, security & compliance, and IT manageability in mind.
Voyager follows Actrix Networks deal with another acquisition
Tue, 12th Sep 2017
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uc
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software development
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voip
This marks the latest in a recent suite of similar deals for Voyager, such as the acquisition of Actrix Networks in October 2016.
Adobe and Microsoft expand cloud productivity partnership
Fri, 8th Sep 2017
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public cloud
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martech
Adobe Sign is now Microsoft's preferred e-signature solution; Microsoft Teams now preferred chat-based workspace across Adobe Cloud Services.
Learn how to learn, find global opportunities - Xero CEO
Mon, 28th Aug 2017
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uc
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fintech
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financial systems
Xero CEO Rod Drury inspires Hawke's Bay youths with tales of tech hub potential and the power of continuous learning.
Air New Zealand employs a friendly robot in their five-day social experiment
Wed, 23rd Aug 2017
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robots
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martech
Air New Zealand and Commonwealth Bank are testing the use of social robots in travel journeys at Sydney Airport.
Exclusive: Frost & Sullivan talks AI, robo-advisors and frictionless shopping
Tue, 22nd Aug 2017
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martech
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ai
AI is here, right now. Frost & Sullivan ANZ head of research for DX Audrey William sits down to chat with us about how AI is changing business.
Cloud CX platform CXone now available in ANZ
Mon, 21st Aug 2017
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crm
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data analytics
NICE's CXone, a new cloud CX platform, launches in Australia and NZ, promising enhanced customer experience through smart tech integration.
Exclusive: Frost & Sullivan outlines the 'massive' AI opportunity for resellers
Mon, 21st Aug 2017
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uc
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martech
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supply chain
Local integrators and resellers are yet to fully capitalise on the AI opportunity - and it's a 'massive' opportunity says Frost & Sullivan.
Make your desk phone yours with Yealink's Android smart desk phones
Mon, 21st Aug 2017
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wireless networks
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bluetooth
Yealink has once again made the smart media phone space its own with the introduction of its latest device as it irons out previously complex tasks.
Yealink delivers fully integrated Office 365 and Skype for Business experience
Mon, 21st Aug 2017
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uc
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bluetooth
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voip
Yealink ups the ante in NZ, melding Office 365 and Skype for Biz into the intuitive T48 touchscreen phone—HD calls and mobile switch at a touch.
Gartner hype cycle outlines the technologies for workforce digital dexterity
Mon, 21st Aug 2017
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uc
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digital signage
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data analytics
Augmented data discovery, personal analytics, conversational UI and virtual assistants - welcome to the digital workplace of the - near - future.
Avaya named as a 'Leader' in IDC UC&C global vendor report
Mon, 14th Aug 2017
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uc
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avaya
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contact centre
The report also offered advice to companies that are intending to implement, change or expand their UC&C environment.
Vodafone NZ launches Red Connect service for Chinese customers
Fri, 11th Aug 2017
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cx
Vodafone New Zealand has launched a dedicated service for its Chinese customers, includingdedicated call centre staff, a WeChat account, and more.
Exclusive: SnapperNet completes end-to-end VoIP lineup with new 3CX deal
Wed, 9th Aug 2017
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cx
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martech
SnapperNet has signed a deal with 3CX, providing the distributor and its resellers with a complete end-to-end VoIP offering for any size deployment.
Exclusive interview: The Kiwi cloud company in a dying trade
Thu, 3rd Aug 2017
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uc
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network infrastructure
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voip
The shift to cloud services is threatening traditional IT support, warns director of managed cloud company, Mi-IT.
Tech connects Skype users with non-Skype users - earns Microsoft certification
Thu, 3rd Aug 2017
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uc
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public cloud
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microsoft
Pexip Infinity Fusion allows Skype for Business meetings and calls to be joined by non-Skype users using video teleconferencing.
Salesforce Service Cloud goes next-gen with mobile apps & learning platform
Mon, 31st Jul 2017
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crm
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uc
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data analytics
Salesforce is taking the next generation of its Service Cloud to customers this week, adding more customisation and an interactive learning platform.
Cloud infrastructure services skyrocket 47% - AI to be big future player
Fri, 28th Jul 2017
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saas
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semiconductors
The global cloud infrastructure services market continued its rampant growth in Q2 2017, surging 47 percent year-on-year to reach US$14 billion.
Dimension Data: Digital workplaces keep Kiwi businesses – and customers – happy
Fri, 28th Jul 2017
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cx
Dimension Data study reveals that embracing digital workplaces is key for Kiwi businesses seeking to enhance customer satisfaction.
Surging demand among businesses for more interactive enterprise messaging
Tue, 25th Jul 2017
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martech
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agentic ai
Ovum's survey explored the rapidly-evolving business-to-consumer communications market with some interesting findings.