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.
Standard Chartered Bank moves to cloud-first future with Microsoft
Wed, 12th Aug 2020
#
uc
#
digital transformation
#
public cloud
Standard Chartered Bank has partnered with Microsoft to become a cloud-first bank, embracing virtual banking, open banking, and banking-as-a-service.
Alcatel-Lucent Enterprise and RingCentral launch co-branded cloud solution
Wed, 12th Aug 2020
#
uc
#
cloud services
#
alcatel-lucent enterprise
Alcatel-Lucent Enterprise and RingCentral partner to offer cloud communications services worldwide with new co-branded solution.
Video: 10 Minute IT Jams - Who is 8x8?
Tue, 11th Aug 2020
#
uc
#
hybrid & remote work
#
contact centre
TechDay launches 10 Minute IT Jams series, providing insights into technology companies in the Asia-Pacific region. 8x8 discussed in latest video.
Empired appointed to Microsoft Business Applications Inner Circle
Mon, 10th Aug 2020
#
uc
#
microsoft
#
voip
IT services provider Empired Group has been included in the Microsoft Business Applications Inner Circle for the third year running.
It’s not in the post: How an SMS document platform can streamline the contact centre
Fri, 7th Aug 2020
#
uc
#
cx
#
martech
Switching from traditional mail to an SMS document platform can save contact centres time and money, cutting costs by as much as AUD $275,000 monthly.
Jabra's Evolve2 range empowers shift towards UC tools
Fri, 7th Aug 2020
#
uc
#
collaboration
#
jabra
Jabra launches its Evolve2 range of headsets, designed for improved audio experiences in digital unified communications and collaborations.
Genesys recognises leaders in customer experience with latest awards
Wed, 5th Aug 2020
#
crm
#
uc
#
cx
Genesys has recognized trailblazing businesses in the ANZ region for their exceptional customer experiences. Winners include Homecare Medical and Microsoft.
Digital transformation has become 'unstoppable' and essential for retailers, study finds
Fri, 31st Jul 2020
#
uc
#
digital transformation
#
iot
Investing in digital transformation is crucial for retailers to survive, according to Fujitsu's global study. The majority see it as essential.
8x8 expands partner program to ANZ
Fri, 31st Jul 2020
#
uc
#
partner programmes
#
contact centre
8x8 expands Open Channel Program to include partners from New Zealand and Australia, enabling sales growth of its Open Communications Platform.
Hybrid way of working the new normal - Microsoft
Thu, 30th Jul 2020
#
uc
#
hybrid & remote work
#
microsoft
Hybrid working will be the new normal in Asia Pacific, says Microsoft. Remote work has accelerated technology adoption.
TechCollect NZ receives $320,000 from Govt to reduce e-waste
Wed, 29th Jul 2020
#
uc
#
voip
#
contact centre
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
#
crm
#
uc
#
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
#
uc
#
microsoft
#
collaboration
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
#
uc
#
martech
#
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
#
uc
#
healthtech
#
contact centre
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
#
uc
#
digital transformation
#
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
#
uc
#
martech
#
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
#
crm
#
uc
#
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
#
uc
#
martech
#
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
#
crm
#
uc
#
cx
People need to be able to work from anywhere without compromising productivity or security, and while delivering a consistent customer experience.