Contact Centre stories - Page 9
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.
8x8 video conference usage up 1000%
Sat, 4th Apr 2020
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uc
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hybrid & remote work
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video conferencing
8x8 Video Meetings platform sees monthly active users reach nearly 4.5 million worldwide, as video conferencing adoption accelerates.
Data traffic soars as world turns to internet for work & play
Mon, 23rd Mar 2020
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uc
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network infrastructure
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datacentre infrastructure
Internet traffic surges as global communities turn to digital platforms for work, communication, and entertainment amid coronavirus lockdowns.
CommsChoice expands routing capability to support UC future
Thu, 12th Mar 2020
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uc
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hybrid & remote work
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microsoft
The company focused on expanding its Session Border Controller (SBC) network in several locations: Sydney, Singapore, London, Frankfurt, San Jose and Virginia.
Tritium transforms global communications with RingCentral Australia
Thu, 20th Feb 2020
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uc
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productivity
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contact centre
Tritium has chosen RingCentral Australia as its global communications solution as it looks to support rapid growth and enhance employee productivity.
Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
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uc
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cx
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martech
Boomi has revealed the winners of its annual customer awards, celebrating transformative projects on the Boomi Platform.
Customer service reps tired of not having the right tools - Pega
Tue, 10th Dec 2019
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crm
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uc
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martech
A global Pegasystems survey reveals 34% of customer service reps feel hampered by outdated software, highlighting a need for better tech solutions.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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crm
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uc
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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saas
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crm
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uc
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Auckland tech firm Aider creates buzz in the United States
Thu, 25th Jul 2019
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uc
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martech
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ai
Auckland-based tech firm Aider is making waves in the US and Canada with the launch of its digital assistant, which integrates with popular platforms.
ANZ employees open to next-gen tech in the workplace
Wed, 24th Jul 2019
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uc
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ai
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contact centre
45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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saas
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uc
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hybrid cloud
HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
Microsoft's biggest announcements from Build 2019
Tue, 7th May 2019
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uc
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devops
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data analytics
Microsoft Build 2019 introduces new innovations for Microsoft 365, including features like Microsoft Graph data connect and the Fluid Framework.
IBM supports Lenovo Data Center Group with blockchain-powered customer service
Mon, 29th Apr 2019
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crm
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uc
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datacentre infrastructure
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
Novum Networks & Tollring bring call analytics to APAC
Tue, 23rd Apr 2019
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uc
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data analytics
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martech
Australian firm Novum Networks teams with Tollring to offer powerful call analytics via iCall Suite in APAC, enhancing BroadSoft VoIP capabilities for users.
'Digital twins' entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term 'digital twin' may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
IBM wins multi-million dollar cloud deal
Fri, 8th Feb 2019
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uc
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private cloud
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public cloud
IBM will use its cloud infrastructure to support Smart Energy Water in a multi-year, multi-million USD deal aimed at transforming global utilities.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
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uc
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network infrastructure
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hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
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uc
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voip
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contact centre
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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uc
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.