Contact Centre stories - Page 98
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.
Kiwi firm rakes in 'million dollar' savings through BYOD...
Tue, 1st Jul 2014
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uc
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personal computing devices
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byod
Savings of $1 million a year – and happier staff to boot – have convinced Cogent boss Ray Noonan he's on to a winner with BYOD.
Analysing contact centres
Mon, 16th Jun 2014
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crm
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uc
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data analytics
Contact centres are pivoting from mere call handling to leveraging advanced analytics, tapping into vast data reserves to enhance service and efficiency.
More on me: Ray Jackson, 2Talk
Wed, 4th Jun 2014
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uc
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voip
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2talk
From CERN to CEO, Ray Jackson's journey through tech to launching 2Talk showcases a visionary path blending innovation with a love for New Zealand.
HP NZ asks... will your organisation be ready for UFB & RBI?
Wed, 28th May 2014
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uc
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government
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hp
New Zealand businesses urged to embrace remote working as country achieves major broadband milestone. #DigitalAge #Connectivity.
Samsung and Westpac NZ to develop digital banking innovation
Wed, 21st May 2014
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uc
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samsung
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westpac
Westpac New Zealand and Samsung Electronics New Zealand have signed a strategic collaboration agreement to develop world leading digital banking innovations.
UPDATED: Telecom: Over and Outage...
Tue, 20th May 2014
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uc
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telco
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contact centre
Telecom announces major service disruption largely resolved, yet not completely clear of issues following a significant hardware fault.
NZ CRM revenue increase lags global figures
Fri, 9th May 2014
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crm
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uc
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martech
New Zealand CRM software spend lags behind global growth, reaching $79m in 2013 compared to $20.4bn worldwide, according to Gartner.
New communications software for a changing communications story
Thu, 1st May 2014
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crm
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uc
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martech
Zeacom launches EICC version 8.0, transforming contact centres with its minimalist TouchPoint UI and multilingual support, redefining communication.
Japanese and NZ students to become virtual buddies
Thu, 10th Apr 2014
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uc
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digital signage
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displays & projectors
NZ and Japanese students swap cultures via NEC's virtual buddy scheme, fostering global connections and cross-cultural friendships.
Westcon NZ reinforces Unified Comms distie offering with AudioCodes
Wed, 2nd Apr 2014
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uc
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voip
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audiocodes
Westcon NZ bolsters its Unified Comms distribution with a strategic partnership with global VoIP leader AudioCodes, enhancing NZ's UC landscape.
NZ first as Gen-i and Interactive Intelligence partner to transform contact centres
Tue, 1st Apr 2014
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uc
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hyperscale
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dc
Gen-i and Interactive Intelligence's new partnership ushers in NZ's first fully managed cloud contact centre, revolutionising customer service.
Examining Lync Enterprise Voice and Conferencing...
Mon, 24th Mar 2014
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microsoft
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contact centre
A properly integrated Microsoft Lync deployment is wonderful, says Deanne Jessep, UCFX director of business development, but there are pitfalls to avoid.
Unified Communications: Dialling in mobility and video
Mon, 24th Mar 2014
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uc
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wireless networks
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microsoft
Demand for unified communications skyrockets in NZ, driven by mobility and work flexibility needs among employees, experts reveal.
Cisco sees service providers as key to new business
Thu, 20th Mar 2014
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uc
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partner programmes
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cisco
Cisco targets service providers for its new cloud and software-driven business ventures, emphasising partnerships in its evolution.
2Talk: Top VoIP sales tips...
Thu, 20th Mar 2014
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voip
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2talk
Julian Rivers-Smith, 2Talk senior VoIP engineer, offers some tips to get that customer over the sales finish line.
Skype update won't 'negatively affect' Android battery life
Thu, 20th Mar 2014
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smartphones
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gaming
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uc
Skype's new Android update pledges all-day app usage without draining your battery, addressing previous performance issues.
Industry turns out in force for Westcon's Unified Comms event...
Fri, 14th Mar 2014
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virtualisation
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uc
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datacentre infrastructure
Ten vendors, one very clear message for unified communications enablement at Westcon's Switched On event in Auckland last week.
Fortune 500 company delivers opportunities to Unitec
Wed, 12th Mar 2014
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edutech
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uc
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ibm
Concentrix partners with Auckland's Unitec, offering real-world experience to students and boosting local business innovation.
SnapperNet secures first deal of 2014 - Panasonic NZ on board
Thu, 20th Feb 2014
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uc
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voip
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contact centre
SnapperNet teams up with Panasonic NZ to distribute advanced SIP endpoint product range, targeting new channels.
Unified Comms secret start-up revealed...
Wed, 19th Feb 2014
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uc
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contact centre
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ucfx
After months of mystery, UCFX is unveiled as the go-to Microsoft Lync specialist in communications, with plans for global expansion.