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.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Tue, 24th Oct 2017
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crm
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uc
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martech
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco’s collaboration offerings.
Lifebroker and Jade Software launch Facebook chatbot for life insurance quote comparisons
Fri, 20th Oct 2017
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crm
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uc
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cx
Lifebroker and Jade Software launch Alfred, Australia's first life insurance comparison chatbot on Facebook Messenger, offering 24/7 real-time quote services.
Companies partner to enable digital transformation for clientele
Thu, 19th Oct 2017
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uc
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digital transformation
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it automation
BRIDGEi2i has partnered with Sitel to utilise machine learning and AI to enable digital transformation for Sitel's clientele.
Nouveau Labs aims to reinvent AI, analytics and automation
Tue, 17th Oct 2017
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robots
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uc
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data analytics
Bangalore-based Nouveau Labs sets course to lead in AI with a new centre for robotic automation, bolstering its analytics and cognitive tech operations.
Robo-advisors, chatbots & NZ's artificially intelligent future
Tue, 17th Oct 2017
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uc
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martech
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it automation
Artificial Intelligence Forum of New Zealand encourages Kiwis to embrace AI benefits and warns of potential impacts on economy and society.
Survey shows companies with best tech also have best customer experience
Thu, 12th Oct 2017
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crm
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uc
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data analytics
A new survey has revealed a clear connection between customer experience and technology adoption - but human capital is still very important.
How Kiwis use artificial intelligence in everyday life
Wed, 11th Oct 2017
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robots
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uc
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martech
From Netflix recs to chatbots, Kiwis are seamlessly integrating AI into their daily routines, redefining user interactions.
Cortana is coming to Skype, hope you don’t mind her watching
Wed, 11th Oct 2017
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uc
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ai
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microsoft
AI assistant Cortana joins Skype chats, promising seamless help - but will privacy concerns override convenience?.
Oracle - making the cloud more intelligent & autonomous
Tue, 10th Oct 2017
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uc
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datacentre infrastructure
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hyperscale
Oracle's AI-driven cloud aims to cut costs and complexity, heralding a new era for enterprise IT efficiency and autonomy.
Kiwis get ready to Wi-Fly: Air New Zealand trials in-flight Wi-Fi
Mon, 9th Oct 2017
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uc
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martech
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wireless networks
Air New Zealand begins the trial of its in-flight Wi-Fi service on one of its long-haul Boeing 777-300 aircraft.
How to restore customer loyalty after a data breach
Fri, 6th Oct 2017
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crm
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uc
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cx
Businesses must elevate their customer experience to regain trust after data breaches, with transparency and automation key to loyalty.
Ever wanted to know how Xero does incident management?
Wed, 4th Oct 2017
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uc
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devops
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fintech
DevOpsDays Auckland commenced yesterday, featuring a packed schedule of talks on incident management and the use of chatbots.
Avaya’s midmarket platform surpasses 600,000 users
Tue, 3rd Oct 2017
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uc
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hybrid cloud
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cloud services
Avaya has hit a new milestone for its IP Office Platform after surpassing 600,000 systems issued to businesses and organisations around the world.
Kiwi company ramps up security & speed with latest remote desktop tech
Mon, 2nd Oct 2017
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uc
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firewalls
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network infrastructure
Lucidity's Managed Desktop now offers increased speed and security features, built on the latest Microsoft Windows Server 2016 technology.
Lenovo transforms conference rooms with new device
Fri, 29th Sep 2017
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uc
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digital transformation
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microsoft
Lenovo has revealed its ThinkSmart Hub 500, a Skype Room Systems device, at Microsoft's Ignite conference in Orlando.
Microsoft unveils new 365, Dynamics and Azure features at Ignite
Tue, 26th Sep 2017
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virtualisation
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edutech
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uc
The company talked about it's aiming to enable customers to harness data, AI, hybrid and cloud technologies to evolve business process.
Learn to speak 30 different languages with virtual reality
Mon, 25th Sep 2017
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edutech
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gaming
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uc
ATi Studios launches MondlyVR, a language app that combines VR, voice chatbot and speech recognition to teach users languages in minutes.
Bot services market worth US$1,783.9m by 2022 – APAC the driver
Wed, 20th Sep 2017
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uc
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hyperscale
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public cloud
A new research report from MarketsandMarkets has forecast very positive times ahead for the bot services market, with APAC leading the way.
Sunny the chatbot is here to help Kiwis sort out their solar power
Fri, 15th Sep 2017
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uc
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martech
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ai agents
New Zealanders on TradeMe can now chat with an AI bot named Sunny to determine the savings and benefits of switching to solar power.
Microsoft rolls out guest access feature for Teams
Wed, 13th Sep 2017
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uc
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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.