Contact Centre stories - Page 46
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.
ASC launches Microsoft Teams communication recording app
Wed, 27th May 2020
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public cloud
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cloud services
ASC has launched the Recording Insights app for Microsoft Teams, enabling recording, archiving, and compliance management for online meetings and chats.
New East Asia and Pacific vice president named for Avaya
Thu, 21st May 2020
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uc
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contact centre
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avaya
Sami Ammous has been named as the new vice president for Avaya's East Asia and Pacific business, including Australia and New Zealand.
Content learning hub hits its stride during COVID-19, raises US$40m
Wed, 20th May 2020
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uc
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edutech
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e-learning
GO1.com secures USD $40m Series C funding to expand in North America, driven by soaring demand for online learning during COVID-19.
Lucidworks develops deep learning solution to make chatbots smarter
Tue, 19th May 2020
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cx
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martech
The company recently launched Smart Answers for chatbots and virtual assistants to avoid poor CX and long waiting times.
CRM, website building, project management - all in 1 free solution
Tue, 19th May 2020
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crm
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dr
Amid the pandemic, Bitrix24 offers a comprehensive, free solution integrating CRM, project management, and website building, easing transitions to remote work.
8x8 ditches AWS for Oracle for video
Thu, 14th May 2020
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hyperscale
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uc
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public cloud
8x8 moves its video meetings hosting from AWS to Oracle Cloud for a 25% performance boost per node and 80% savings on network costs.
AWS launches Amazon Kendra, its machine learning search service
Wed, 13th May 2020
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hyperscale
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uc
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public cloud
Amazon Web Services launches Amazon Kendra, an ML-powered enterprise search tool designed to provide precise results for natural language queries.
NZ-made virtual vet nurse launches to help struggling vets
Tue, 12th May 2020
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uc
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martech
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ai agents
A New Zealand-made virtual vet nurse named Sophie, developed by tech firm Ambit, launches free of charge to support struggling vet clinics amidst COVID-19.
ASC launches compliance recording solution for Teams
Tue, 12th May 2020
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public cloud
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uc
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risk & compliance
Records, transcribes and analyses all communications through MS Team to ensure compliance, storing it all in the cloud.
IT services industry to have a 'dismal' 2020
Mon, 11th May 2020
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hybrid & remote work
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contact centre
New research from GlobalData suggests the impact of COVID-19 and the great shift to remote working does not bode well for the industry.
Quest Software launches NetVault, its newest backup solution
Fri, 8th May 2020
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uc
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voip
Quest Software unveils NetVault, a robust backup and recovery solution enhancing data protection for Office 365 Teams and cloud environments.
Business as usual during COVID-19 for Aus company SafetyCulture
Thu, 7th May 2020
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uc
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hybrid & remote work
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wfh
SafetyCulture, an Australian safety software firm, maintains normal operations during COVID-19 using 8x8 cloud platforms, supporting its 350 global staff.
10 best practices for work-from-home contact centres
Wed, 6th May 2020
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crm
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dr
NICE outlines 10 best practices for effective work-from-home contact centres, focusing on infrastructure, tools, dynamic schedules, and AI-driven support.
AI is powering a shift in digital customer engagement
Wed, 6th May 2020
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crm
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martech
AI-driven digital employees are revolutionising customer engagement as companies adapt to post-pandemic demands, cutting costs and boosting satisfaction.
Familiar face returns to Microsoft NZ as enterprise director
Tue, 5th May 2020
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uc
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voip
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microsoft
No stranger to Microsoft, Bain spent seven years at the tech giant working with both enterprise customers and partners.
Cloud wins big in Q1 2020 as remote work drives record demand
Fri, 1st May 2020
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hyperscale
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uc
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public cloud
Research released today by Canalys reveals cloud infrastructure services spending grew 34% in Q1 2020, hitting US$31 billion in the quarter.
Jamf rolls out telehealth support for healthcare firms
Thu, 30th Apr 2020
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mdm
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uc
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healthtech
Jamf has introduced a new telehealth system to help healthcare workers and those on the front lines interact with patients without putting themselves at risk.
McAfee unveils new Microsoft Teams encryption update
Fri, 24th Apr 2020
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uc
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encryption
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casb
McAfee has introduced an MVISION Cloud update enhancing encryption in Microsoft Teams, boosting secure data sharing and collaboration as remote work surges.
Increased digital adoption is silver lining for vendors during pandemic
Thu, 23rd Apr 2020
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uc
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martech
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iot
APAC IT vendors have a significant revenue growth opportunity in digital transformation post-COVID-19, says GlobalData. Increased digital adoption expected.
Microsoft to monetise huge Windows 10 userbase
Thu, 23rd Apr 2020
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uc
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hybrid & remote work
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voip
Microsoft aims to leverage its one billion Windows 10 devices by rebranding Office 365 to Microsoft 365, adding new features and focusing on subscriptions.