Contact Centre stories - Page 33
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.
Poor service quality costing companies significant revenue
Fri, 21st May 2021
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crm
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cx
Businesses risk losing customers due to inconsistencies in the efficiency and quality of service across channels.
Microsoft NZ launches new Teams features
Fri, 21st May 2021
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uc
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microsoft
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voip
Microsoft personal features on Teams are now available in New Zealand, allowing users to connect, plan, and organise things in one place.
AVer launches new video conferencing camera & accessory range
Thu, 20th May 2021
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e-learning
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hybrid & remote work
The range includes a camera designed especially for distance learning, as well as four USB plug-and-play cameras, and a collaboration controller panel.
Interview: The intersection of technology and infrastructure amidst COVID-19
Tue, 18th May 2021
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uc
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digital transformation
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software development
TechDay spoke to Bentley Systems executives Mark Coates and Phil Christensen, who discuss how technology has changed within the infrastructure industry.
Skykick announces upgrade to address over 2000 hours of lost time for ITSPs
Fri, 14th May 2021
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helpdesk
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cloud services
Information technology service providers are losing thousands of hours every year due to needless cloud administration, according to SkyKick.
Why continuous digital transformation should be top of mind for government agencies
Fri, 14th May 2021
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uc
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digital transformation
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contact centre
Australian government accelerates digital transformation efforts, embracing cloud-based platforms & continuous transformation strategy.
New Bluetooth headsets announced by Poly
Wed, 12th May 2021
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hybrid & remote work
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bluetooth
Poly introduces new Voyager Focus 2 headsets with next-gen Acoustic Fence tech and Digital Hybrid ANC. Designed to reduce distractions while working.
Dicker Data secures distribution rights for Zoom across ANZ
Wed, 12th May 2021
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voip
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dicker data
The partnership extends the Zoom product range to all IT resellers, and also expands Dicker Data’s professional AV portfolio.
8x8 adds new business messaging features to Microsoft Teams
Tue, 11th May 2021
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voip
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microsoft
8x8 has announced its new 8x8 Voice for Microsoft Teams app has now added SMS, MMS, and fax capabilities to extend the teams experience for users.
Why the Government should encourage contact centres to call Australia home
Fri, 7th May 2021
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martech
Locally based contact centres are good for the country and better for business, writes MaxContact director of operations for Australia Daniel Harding.
8x8 announces updates to its cloud communications platform
Fri, 7th May 2021
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data analytics
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public cloud
Cloud communications platform provider 8x8 has announced upgrades to its contact centre, voice communications, chat and meetings.
Artificial intelligence top priority for organisations, but challenges remain
Mon, 3rd May 2021
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uc
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crm
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martech
Organisations in the Asia Pacific region are leading in the adoption of artificial intelligence, according to a survey by Juniper Networks.
University of Auckland selects AWS as strategic cloud provider
Fri, 30th Apr 2021
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digital transformation
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hyperscale
The University of Auckland has chosen Amazon Web Services as its strategic cloud provider for digital transformation.
Voyager launches customer experience squad for flagship VoIP solution
Thu, 29th Apr 2021
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martech
The updated solution will focus on improving customer interactions, behind the scenes operations, and system improvements.
Jabra announces two new additions to PanaCast camera range
Thu, 29th Apr 2021
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hybrid & remote work
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jabra
The new lineup includes the PanaCast 50 intelligent video bar and the PanaCast 20 intelligent personal camera.
How 7 Eleven responded to COVID-19 using technology
Wed, 28th Apr 2021
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devops
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martech
7 Eleven in Australia accelerates digital transformation amidst the pandemic with six key innovations, including a new loyalty app and online delivery service.
Why the rise of containers has created a vulnerability crisis
Tue, 27th Apr 2021
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firewalls
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uc
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network infrastructure
The rapid adoption of cloud services has brought new cyber threats. Read how Sophos' Cloud Optix tackles container vulnerabilities.
VIQ Solutions resolves COVID-19 meeting transcription issues for accounting body
Tue, 27th Apr 2021
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uc
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fintech
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financial systems
VIQ Solutions enhances timeliness and accuracy for one of the world's largest accounting bodies with high-tech recording and transcription services.
NICE releases an AI-powered self-service platform
Fri, 23rd Apr 2021
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crm
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data analytics
NICE launches AI-powered self-service platform CXone Expert to improve customer experience and reduce frustration.
The sky’s the limit: Serko & Booking.com bring corporate travel to life
Thu, 22nd Apr 2021
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public cloud
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cloud services
With travel comes the requirement for flights, rental cars, and hotels. Behind all of that is a Kiwi success story by the name of Serko.