Contact Centre stories - Page 39
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.
Vodafone NZ to roll out Amazon Connect in contact centres
Fri, 20th Nov 2020
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crm
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uc
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hyperscale
The moves makes Vodafone New Zealand the first telecommunications provider in New Zealand to implement the solution.
Gartner names NICE inContact a cloud contact centre Leader
Mon, 16th Nov 2020
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crm
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uc
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data analytics
The company was positioned highest for Ability to Execute in the Leaders quadrant of the Gartner 2020 Magic Quadrant for Contact Centre-as-a-Service.
Kroll expands data breach notification support for AU businesses
Fri, 13th Nov 2020
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uc
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breach prevention
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cybersecurity
Risk solutions provider Kroll has expanded its breach notification services to assist Australian organisations with data breaches.
Genesys ‘Leader’ in Magic Quadrant for contact centre-aaS
Thu, 12th Nov 2020
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crm
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uc
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martech
Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.
Jabra Evolve range certified for Microsoft Teams
Thu, 12th Nov 2020
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uc
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jabra
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microsoft
Jabra's Evolve series is now certified for use with Microsoft Teams, and the company has issued a firmware update for compatibility.
Grandstream Networks adds camera endpoint to IPVideoTalk platform
Mon, 9th Nov 2020
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uc
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voip
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video conferencing
Grandstream Networks launches GVC3212, an HD videoconferencing endpoint for its IPVideoTalk Meetings platform. Comes with a price tag of $99.
Data#3 first in ANZ to gain Dell Cloud Platform certification
Thu, 5th Nov 2020
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uc
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network infrastructure
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voip
DTCP certification holders are accredited to implement and manage cloud and hyper-converged solutions across the Dell Technologies portfolio.
Genesys to deliver full EPOS product portfolio
Thu, 5th Nov 2020
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uc
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crm
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cx
Customer experience provider Genesys has partnered with audio brand EPOS to offer the full EPOS product range to its customers.
New report uncovers opportunities and challenges for ANZ businesses
Tue, 3rd Nov 2020
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uc
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martech
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ai
Cloud adoption in ANZ soars as businesses remain confident despite recent challenges, according to a report by Genesys.
Genesys: is ANZ ready for customer experience post-pandemic?
Tue, 3rd Nov 2020
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uc
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crm
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cx
The multi-region study shows the pandemic as an extraordinary catalyst for the adoption of cloud, automation, and greater digital engagement.
Twilio finalises US$3.2 billion acquisition of Segment
Tue, 3rd Nov 2020
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crm
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uc
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data analytics
Segment will become a division of Twilio and will continue to be led by Segment CEO and co-founder Peter Reinhardt, reporting to Lawson.
The intelligent workspace for Australian businesses returning to work
Tue, 27th Oct 2020
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uc
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firewalls
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network security
As Australian businesses return to work, Thomas Duryea Logicalis offers a smart workspace solution, powered by Cisco Meraki, to ensure safety and compliance.
Amelio Health takes out two gold awards for digital innovation
Wed, 21st Oct 2020
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uc
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martech
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healthtech
An Australian nurse has won two awards for her digital tech startup that aims to ease the stress of people living with persistent and chronic pain.
Proofpoint rolls out new Microsoft Teams integration with focus on compliance
Thu, 15th Oct 2020
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risk & compliance
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uc
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collaboration
Proofpoint has launched a content capture and archiving solution for Microsoft Teams to help regulated organizations maintain compliance while working remotely.
How cloud telephony can add so much more to Microsoft Teams
Wed, 14th Oct 2020
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uc
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partner programmes
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voip
Organisations that aim to set up cloud telephony functionality in Teams will need a helping hand, as the process can often be complex.
Hands-on review: Jabra Evolve2 65 Headset for business UC
Wed, 14th Oct 2020
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uc
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gaming
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reviews
Jabra offers solutions for remote working, with tools to keep you connected. Their blog offers insights into unified communications.
BlackBerry, Microsoft enter partnership for Teams integration
Tue, 13th Oct 2020
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smartphones
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uc
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partner programmes
BlackBerry integrates its critical event management platform, BlackBerry AtHoc, with Microsoft Teams for secure communication during crises.
BayCom partners with NICE inContact to offer cloud contact centre platform in NZ
Mon, 12th Oct 2020
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uc
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data analytics
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cx
BayCom Communications partners with NICE inContact to offer CXone cloud contact centre solution in New Zealand.
Dell’s new pro monitors and meeting system
Mon, 12th Oct 2020
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uc
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network infrastructure
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digital signage
The new range of monitors, meeting system and magnetic sound bar aims to provide solutions for hybrid workers.
Managing customer experience with a work-from-anywhere workforce
Fri, 9th Oct 2020
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crm
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uc
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data analytics
How can contact centres maintain customer experience with a work-from-anywhere workforce? Here are four best practices to follow.