Contact Centre stories - Page 75
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.
The chatbot comeback – is your business ready?
Thu, 19th Jan 2017
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uc
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martech
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agentic ai
Despite being born in 2011, it has only been in the last couple of years that businesses have begun to realise how valuable chatbots could be.
Why becoming part of the 'Republic of Digital' will increase your profitability
Mon, 16th Jan 2017
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uc
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contact centre
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cognizant
The global impact of digital transformation is estimated at $20 trillion, creating the 'Republic of Digital' valued at $6.6 trillion.
Helping students become global citizens with Skype
Tue, 10th Jan 2017
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edutech
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uc
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microsoft
Skype revolutionises classrooms, empowering Kiwi students as they connect globally and grasp international perspectives.
Skype while driving: Volvo to integrate Skype into semi-autonomous vehicles
Tue, 10th Jan 2017
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uc
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cartech
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microsoft
Volvo to introduce Skype app in its 90 Series cars, allowing drivers to make calls and view upcoming meetings from their dashboard.
Expert insights: How you can keep up with the new connected customer
Thu, 29th Dec 2016
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crm
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uc
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cx
The connected customer is the symptom of their time and they are the next profit centre for all customer-facing businesses - here's some advice.
Avaya ups mid-market play with new IP Office Contact Center offering
Wed, 14th Dec 2016
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crm
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uc
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martech
Avaya is ramping up its mid-market push with a new version of its contact centre platform featuring significant report and installation enhancements.
Avaya boss talks rumours, buy-outs, bankruptcy and the future of Avaya
Tue, 13th Dec 2016
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uc
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avaya
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contact centre
Avaya International boss Nidal Abou-Ltaif tells customers and partners the vendor is bullish and confident as it continues to forge a new path.
Photo gallery: Avaya engages partners and customers
Mon, 12th Dec 2016
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uc
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avaya
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contact centre
Local partners and customers turned out for Avaya Engage in Dubai last week, where transformation - including that of Avaya - was a key focus.
Procera Networks lands new major partner signing
Thu, 8th Dec 2016
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uc
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contact centre
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arrow ecs
Procera Networks and Arrow Systems Integration join forces to provide bundled analytics and network intelligence to the virtualisation market.
Xero debuts new partner program & chatbot powered advisory directory
Tue, 6th Dec 2016
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uc
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fintech
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martech
Xero launches its new partner program and advisory directory, connecting over 100,000 business advisors with small businesses.
Will 2017 be the year of internet comms and phone number security?
Tue, 6th Dec 2016
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uc
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martech
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cybersecurity
Enterprise communications are about to get bigger, broader and better in 2017 as the continuous drive towards innovation kicks up a notch.
Genesys expands business, swallows up Interactive Intelligence
Fri, 2nd Dec 2016
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uc
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cx
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martech
Genesys completes acquisition of call centre technology firm Interactive Intelligence, creating largest leader in customer experience.
HKT to build fiber 'super highway' to help Hong Kong become Asia's data center hub
Fri, 25th Nov 2016
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uc
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network infrastructure
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hyperscale
HKT is planning to build a super high capacity fiber optic cable linking the Tseung Kwan O Industrial Estate to Chai Wan in Hong Kong.
AU company transforms the way MSPs sell to SMBs
Wed, 23rd Nov 2016
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uc
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edge computing
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voip
It is becoming increasingly important for businesses to tailor their offerings to the needs of their partners - this company is setting an example.
Jabra signs up industry veteran Brent Mitchell to NZ country manager role
Tue, 22nd Nov 2016
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uc
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digital entertainment
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jabra
'Industry veteran' Brent Mitchell is taking over as Jabra's New Zealand country manager, promising new opportunities and more growth to follow.
The Top 9 communications tools for Salesforce
Tue, 22nd Nov 2016
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uc
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data analytics
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martech
Boost Salesforce connectivity with our definitive guide to the best comms tools from Dreamforce, featuring game-changing apps like eSignLive.
HPE spearheads innovative modern workspace tech
Mon, 21st Nov 2016
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uc
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voip
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contact centre
Hewlett Packard Enterprise has unveiled its new smart conference room service, built in collaboration with leading technology and service providers.
8x8 introduces its premium feature rich CCaaS product to AU and NZ
Mon, 21st Nov 2016
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crm
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uc
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martech
8x8 is a global organisation that recently opened up business in AU & NZ after experiencing strong demand in the area - find out what they offer here.
The top 9 sales enablement apps for Salesforce
Fri, 18th Nov 2016
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crm
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uc
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data analytics
When it comes to enabling your sales team we've chosen the top 9 tools & apps for Salesforce users to consider.
8x8 reveals next gen global partner program to lead cloud transformation
Tue, 15th Nov 2016
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uc
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partner programmes
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contact centre
8x8 introduces Channel 2.0, aimed at accelerating partner growth in response to industry shift. New partners and certifications also announced.