Contact Centre stories - Page 73
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.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Wed, 24th May 2017
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Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
Virtual digital assistants to overtake world population by 2021
Tue, 23rd May 2017
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Ovum has released on the AI digital assistant market, revealing partnerships to be key differentiators in the years head.
Imagination at work – e-waste into school lunches
Mon, 22nd May 2017
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In 2016 the NZ Child Poverty Monitor reported that 48,000 children in New Zealand were living in material hardship, often going without life's basics.
ServiceNow invests and acquires to make headway in automation
Fri, 19th May 2017
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ServiceNow has made a string of investments to enhance user experiences and process automation using virtual agent technologies across various workflows.
New product integration from Genesys to benefit cloud users - and partners
Thu, 18th May 2017
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Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Math trail sets Waikato on learning journey with bot buddy
Tue, 16th May 2017
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agentic ai
New educational trail enables people to recognise and be intrigued by the mathematics all around them. Opening their eyes to maths and its usefulness.
Students can tell Wagbot about their problems at school
Tue, 16th May 2017
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A new chatbot, Wagbot, has been launched to help students and parents in New Zealand with school problems. The bot uses AI to learn and provide advice.
Insurance systems provider EIS partners with Microsoft Bot Framework
Fri, 12th May 2017
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The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.
Christchurch's Ravensdown ramps up CX with new digital approach
Fri, 12th May 2017
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Ravensdown embraces digital transformation for competitive edge in agricultural market, partnering with Genesys for end-to-end solutions.
The importance of integration in enterprise applications
Tue, 9th May 2017
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Tech's evolution ushers in the era where seamless integration is vital for enterprise success; firms race to adapt.
EXCLUSIVE: Trends in the UC industry and how resellers can capitalise on them
Mon, 8th May 2017
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Recently we spoke with tech stalwart Randy McGraw on trends in the unified communications industry and just how the channel can capitalise on them.
Netscout: How to measure availability and performance of cloud apps
Mon, 1st May 2017
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cloud services
Netscout champions proactive IT management, stressing the need for swift resolution to cloud app and VoIP delays to appease ever-impatient users.
Robotics: Turning simple chats into dynamic engagements
Wed, 26th Apr 2017
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20% of consumers prefer chat-based customer service, while 80% still want a live human typing on the other end.
Talend: The reality of the artificial intelligence revolution
Wed, 26th Apr 2017
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Talend's Jason Bissell demystifies AI, citing its growth in Asia and promising advancements in both daily life and scientific discovery.
Avaya unveils reorganisation plans
Mon, 24th Apr 2017
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Avaya has revealed its plans for 'reorganisation' as the company in the aftermath of its January filing for Chapter 11 bankruptcy protection.
Spark reveals new cloud-based customer experience system for Kiwis
Thu, 6th Apr 2017
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public cloud
Spark has launched PureCloud, a new customer experience system by Genesys, aimed at helping New Zealand businesses improve their customer interactions.
Widening loss for Dimension Data NZ; reduction in $100k-plus staff numbers
Tue, 4th Apr 2017
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Dimension Data's New Zealand operations have recorded a widening loss and decreased revenue for its latest financial year.
Cisco ends 2016 on top of collaboration market as Microsoft nips at heels
Mon, 3rd Apr 2017
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Cisco ended 2016 top dog in the overall collaboration market, despite a sequential uptick in market share for Microsoft.
How low-code platforms enable digital transformation in ANZ banks
Wed, 29th Mar 2017
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digital transformation
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fintech
Technology savvy customers across ANZ are demanding for technologies such as mobile commerce and the use of smartphones for banking transactions.
Help needed to convince local businesses of value of IoT for CX
Mon, 20th Mar 2017
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Technology providers will be crucial in helping businesses embrace IoT to improve customer experience, with a new report showing ANZ adoption lagging.