Contact Centre stories - Page 29
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.
How contact centres can realise the benefits of Microsoft Teams
Thu, 14th Oct 2021
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martech
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
Understanding the primary approaches to call recording in Microsoft Teams
Wed, 13th Oct 2021
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martech
Enghouse Interactive explains the benefits of integrating call recording with Microsoft Teams for contact centres.
OutSystems' OSDC 2021 event puts development at the forefront of IT - exactly where it should be
Wed, 13th Oct 2021
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uc
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martech
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apm
The Outsystems Developer Conference (OSDC) 2021 event is coming on 17 & 18 November, promising something for every developer.
Vonage launches AI Virtual Assistant for better unified comms
Tue, 12th Oct 2021
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open source
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ai
Vonage launches AI Virtual Assistant for its unified communications solution, improving customer engagement through conversational AI.
Genesys looks to humanise customer experiences with latest release
Fri, 8th Oct 2021
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cx
Genesys launches eLearning program BeyondCX to help contact centre staff improve empathy skills and deliver personalised experiences.
Gartner reveals Govt uncertainty around artificial intelligence
Thu, 7th Oct 2021
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martech
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ai
Government employees are concerned about the impact of AI, according to Gartner. 36% plan to invest more in AI in 2021.
Microsoft begins Windows 11 rollout, but there's wait for Android apps
Wed, 6th Oct 2021
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microsoft
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windows
Microsoft launches Windows 11, the first major update in six years, with a phased and measured rollout to eligible devices.
Telstra now provides direct connection to Microsoft Azure Peering Service and Teams
Tue, 5th Oct 2021
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public cloud
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microsoft
Telstra is selected as a carrier for the Microsoft Azure Peering Service, a service enhancing customer connectivity, and Operator Connect for Microsoft Teams.
The importance of anticipatory design in mobile banking
Fri, 1st Oct 2021
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fintech
Applying technology allows banks to anticipate their customer needs, create value and exceed customer expectations.
Microsoft renews schools agreement, focus on boosting cybersecurity
Thu, 30th Sep 2021
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edutech
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uc
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cybersecurity
Microsoft New Zealand renews three-year agreement with Ministry of Education, providing schools with free cybersecurity tools.
NTT strengthens strategic alliance with Microsoft
Thu, 30th Sep 2021
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voip
NTT has announced the next phase of its strategic alliance with Microsoft, helping bring carrier-grade telephony and support to 39 countries.
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Quiz reveals awareness of the growing e-waste problem worldwide
Thu, 30th Sep 2021
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uc
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voip
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contact centre
Almost all consumers are aware that e-waste poses a danger to human health, according to a global quiz ahead of International E-Waste Day.
8x8 brings receptionist role into the future with latest offering
Wed, 29th Sep 2021
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martech
8x8 introduces 8x8 Frontdesk, a new XCaaS solution for high-volume call handling, aiming to enhance the receptionist role in a hybrid work environment.
Global adoption of 8x8 Voice for Microsoft Teams surpasses 100,000 users
Tue, 28th Sep 2021
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microsoft
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voip
8x8's voice solution for Microsoft Teams exceeds 100,000 business users globally with call recording and presence sync enhancements.
AWS improves contact centre productivity with new Amazon Connect features
Tue, 28th Sep 2021
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hyperscale
AWS has shared new business momentum milestones and announced three new capabilities for , improving contact centre agent productivity.
Transforming contact centres with a digital-first customer experience strategy
Fri, 24th Sep 2021
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data analytics
Taking a genuinely digital-first approach to CX means organisations must understand how customers access services and how they are supported.
How to choose an omnichannel marketing platform for your enterprise brand
Fri, 24th Sep 2021
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cx
A quality omnichannel marketing platform has seven key indicators that enterprise brands need to ensure a seamless customer experience.
Microsoft unveils new Surface devices and PC accessories
Thu, 23rd Sep 2021
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microsoft
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voip
Microsoft has unveiled new Surface devices and accessories, bringing a major update to its Surface portfolio ahead of Windows 11.
Maintaining a customer-centric organisation in an increasingly digital world
Wed, 22nd Sep 2021
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cx
The shift to digital channels and remote collaboration is creating challenges for organisations. Key questions and solutions are explored in this article.
Telstra, Dicker Data, Spark NZ and Ingram Micro NZ win big at Poly ANZ awards
Wed, 22nd Sep 2021
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uc
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partner programmes
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hybrid & remote work
Poly honours exceptional channel partners at the Poly ANZ Partner Awards, recognising success in leadership, innovation, and resilience.