Contact Centre stories - Page 43
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.
TechCollect NZ receives $320,000 from Govt to reduce e-waste
Wed, 29th Jul 2020
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uc
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contact centre
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voip
The Waste Minimisation Fund has given TechCollect NZ $320,000 to expand its e-waste pilot programme across New Zealand.
AWS Contact Lens for Connect set to arrive in ANZ
Mon, 27th Jul 2020
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crm
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uc
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data analytics
The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.
Genesys announces native integration with Microsoft Teams
Wed, 22nd Jul 2020
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uc
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collaboration
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microsoft
Genesys expands partnership with Microsoft, integrating its native cloud solution with Microsoft Teams for enhanced collaboration in contact centres.
Microsoft 365 packed full of new features
Wed, 22nd Jul 2020
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uc
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martech
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ai agents
Microsoft Inspire kicks off with major announcements across Azure, Microsoft 365, business apps, security, enablement, and sustainability.
Banks, government and health providers 'most trusted' with personal data
Wed, 22nd Jul 2020
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uc
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contact centre
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genesys
Australians and New Zealanders trust banks, government agencies, and healthcare providers the most with their personal data, Genesys research reveals.
ANZ businesses still investing in AI, despite COVID-19
Tue, 21st Jul 2020
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uc
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digital transformation
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martech
Despite the COVID-19 pandemic, over 30% of Australian and New Zealand businesses plan to increase budgets for AI in 2020, says IDC report.
NZ enterprise ICT spending to drop 6.3%, says GlobalData
Tue, 21st Jul 2020
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uc
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martech
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ai agents
Almost all products/solutions categories are expected to witness reduced demand in 2020, as compared to the high growth projections before the outbreak.
Video: 10 Minute IT Jams – Who is MaxContact?
Mon, 20th Jul 2020
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crm
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martech
MaxContact, the specialist provider of contact centre solutions, discusses the role of the contact centre in the modern cloud environment.
How technology is driving a better way to work
Fri, 17th Jul 2020
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uc
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martech
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it automation
Technology has long been feared as a job-stealer, but new tech like AI and automation can actually improve work conditions for employees.
How cloud-based contact centres will ensure agents can work from anywhere
Fri, 17th Jul 2020
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uc
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crm
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cx
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.
Citrix and Microsoft expand partnership to accelerate 'workplace of the future'
Thu, 16th Jul 2020
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virtualisation
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uc
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daas
Citrix and Microsoft to collaborate on flexible working solutions to meet the demands of the post-COVID workplace.
Microsoft spruces up Teams platform with several new features
Thu, 16th Jul 2020
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hybrid & remote work
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uc
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video conferencing
A new set of features to help virtual interactions become more engaging as the world pivots towards a stronger combination of remote and in-office working.
Aussie-born telco services platform Carbon adds 100th partner
Wed, 15th Jul 2020
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uc
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paas
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iaas
It was built entirely in-house by Aussie Broadband’s development team, who also developed the award-winning MyAussie app for residential customers.
Vodafone New Zealand rolls out 800G technology with Ciena
Wed, 15th Jul 2020
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uc
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5g & beyond
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wireless networks
Vodafone New Zealand becomes the first provider in the country to deploy 800G technology, enabling high data capacity and faster speeds.
Colt extends collaboration with Microsoft for select Asian countries
Tue, 14th Jul 2020
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saas
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uc
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public cloud
Colt Technology Services offers Microsoft SaaS customers in Asia access to its IP Access service to support digital transformation.
OpenText expands on integration with Microsoft Teams
Mon, 13th Jul 2020
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uc
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opentext
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microsoft
OpenText integrates its Content Services solution with Microsoft Teams to enhance collaboration for remote workers.
Culture Amp announces new integrations with Microsoft Teams and Slack
Mon, 13th Jul 2020
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uc
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collaboration
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microsoft
Culture Amp integrates with Microsoft Teams and Slack to enhance remote work feedback. These tools aim to boost employee engagement and motivation.
Aryaka and 8x8 partner for UC over SD-WAN
Mon, 13th Jul 2020
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uc
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network infrastructure
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sd-wan
The expanded agreement will enable organisations to enhance cloud communications performance across the WAN for improved experience.
C9 Communications & MaxContact deploy contact centre solution for Thomas Direct
Fri, 10th Jul 2020
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uc
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crm
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martech
Thomas Direct previously had a 120-seat contact centre, however it found that its legacy technology wasn’t able to scale with the business.
Rising to the contact centre security challenge in the era of COVID-19
Fri, 10th Jul 2020
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uc
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crm
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martech
Amid the COVID-19 pandemic, Australian contact centres are adopting remote working arrangements, but experts warn of increased cyber attack risks.