Contact Centre stories - Page 80
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.
Digital banking: Balancing security & convenience – without getting creepy!
Tue, 2nd Feb 2016
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iot
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contact centre
Banks are constantly adopting new and innovative technologies, but what is the impact on security? Can personalisation become creepy?.
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UPDATED: Vodafone internet down around New Zealand, customers want answers
Thu, 28th Jan 2016
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uc
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wireless networks
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cloud services
Vodafone NZ internet is down around the country, and with no word from the company, customers have turned to Facebook to share their thoughts.
AI, mobility, IoT revolutionises customer experience
Tue, 26th Jan 2016
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uc
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cx
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martech
Customer experience is the top priority for companies as technology revolutionizes engagement, according to Interactive Intelligence.
Three ways to meet consumer demand this year
Wed, 20th Jan 2016
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uc
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cx
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martech
In 2023, staying ahead in retail means mastering omni-channel experiences and refining customer journey analytics, asserts Teradata.
Microsoft ramps up Skype for Business with Aussie tech buy
Thu, 14th Jan 2016
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uc
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microsoft
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voip
Microsoft has snapped up tech assets from Event Zero to help expand and improve Skype for Business' built-in management tools and analytics.
When should you price match?
Mon, 11th Jan 2016
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uc
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dts
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contact centre
Amid telecom cost wars, NZ ISPs ponder sustainable pricing, seeking a balance between matching rivals and keeping margins healthy.
Who's listening? VoIP systems vulnerable to hacking
Fri, 18th Dec 2015
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uc
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voip
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contact centre
Businesses need to ensure they have the appropriate security measures in place to avoid being targeted by cyber criminals hacking into their systems.
Spark commits to better customer service, launches online outage map
Wed, 16th Dec 2015
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crm
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uc
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martech
As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark's mobile broadband or landline networks.
How to ensure people and data work together effectively
Wed, 16th Dec 2015
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uc
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data analytics
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martech
People and data are a powerful combination, but it can be hard to get both right. Effective people management is crucial to the success of data.
The benefits of VoIP in small business
Mon, 14th Dec 2015
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uc
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voip
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smb
VoIP technology is becoming more popular with small businesses, offering flexibility, cost savings, and a range of useful features.
Passwords out, new mobile ID methods taking off
Tue, 8th Dec 2015
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uc
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contact centre
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passwords
Data theft is continuing to spur on the mobile identification market, and will generate an additional $700m for mobile network operators by 2020.
New Opportunities for Zeacom as it becomes Enghouse Interactive
Tue, 8th Dec 2015
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uc
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zeacom
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contact centre
International acquisitions of Kiwi companies often spell the beginning of the end for the local operations, but for Zeacom it's a different story.
Cogent chosen as primary NZ reseller of Aspect Software
Fri, 4th Dec 2015
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uc
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partner programmes
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contact centre
Cogent has signed a channel partner and reseller agreement with Aspect Software, a global vendor in the customer contact management space.
Auckland school kicks off Microsoft's worldwide Skype-a-Thon
Fri, 4th Dec 2015
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edutech
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uc
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microsoft
Yesterday New Zealand led the world into the global Microsoft Skype-a-Thon, a 48-hour long event designed to connect schools around the world.
Enghouse Interactive seeking local channel expansion in 2016
Fri, 4th Dec 2015
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uc
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contact centre
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enghouse interactive
Enghouse Interactive has appointed Kath Murphy as ANZ sales manager, with plans for channel expansion in 2016.
Victoria city council chooses ShoreTel to begin major upgrade
Tue, 1st Dec 2015
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uc
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council
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contact centre
Brimbank City Council in Victoria has announced ShoreTel is its chosen vendor for a new unified communications (UC) solution.
Microsoft hosts nationwide Skype and education event
Fri, 27th Nov 2015
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edutech
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uc
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microsoft
According to Microsoft, the event is designed to connecting classrooms around the world and showcase how technology can be used to enhance learning.
Security, big data, smart machines to shape tech sector in 2016
Wed, 25th Nov 2015
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uc
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semiconductors
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iot
It's a given that technology will be ubiquitous in every aspect of business, but how it will be used and the impact it will have is up for discussion.
Communication key for business
Wed, 25th Nov 2015
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uc
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voip
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contact centre
Advancements in technology is changing the business landscape, and organisations need to take advantage to ensure they don't get left behind.
Datacom scores Tier 1 Microsoft CSP status
Wed, 18th Nov 2015
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uc
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iaas
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microsoft
Datacom has joined nine other companies in gaining Tier 1 status in the Microsoft Cloud Solution Provider program.