Contact Centre stories - Page 48
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 update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
Soul Machines launches Kiwi 'digital helper' in response to COVID-19 crisis
Fri, 17th Apr 2020
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uc
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martech
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healthtech
Soul Machines has unveiled Bella, a New Zealand-oriented digital helper to provide timely, accessible information during the COVID-19 crisis.
State of the nation: SEEK reports extreme impact on job market by COVID-19
Fri, 17th Apr 2020
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uc
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healthtech
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contact centre
Advertisements for new jobs have fallen drastically since the COVID-19 outbreak took hold, according to the latest employment snapshot from SEEK New Zealand.
Kaspersky addresses remote security gaps with new tool
Thu, 16th Apr 2020
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uc
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hybrid & remote work
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cybersecurity
Kaspersky unveils enhanced Endpoint Security Cloud to tackle remote work vulnerabilities, offering improved oversight on shadow IT and secure cloud services.
8x8 announces new video conferencing tool with emphasis on security
Thu, 16th Apr 2020
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uc
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open source
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hybrid & remote work
8x8 has unveiled Video MeetingsPro, a security-focused video conferencing tool powered by Jitsi and hosted on Oracle Cloud, amidst rising remote work demands.
Futuresource: A look into the new world of communication hardware
Thu, 16th Apr 2020
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uc
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headsets
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contact centre
Futuresource Consulting has released a detailed discussion of the way that the changing face of office communication is affecting the headset market.
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Jabra updates to Evolve2 with new headset range
Thu, 16th Apr 2020
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uc
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collaboration
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headsets
The Evolve2 aims to meet the new requirements that organisations have since the Evolve range first hit the market in 2014.
Microsoft partners with Brisbane startup GO1 for Teams integration
Wed, 15th Apr 2020
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edutech
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uc
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hybrid & remote work
Microsoft has partnered with Brisbane startup GO1 to launch the GO1 Microsoft Teams app, providing a seamless learning experience for users.
AI revenue in APAC to hit almost USD$30 billion by 2024 - report
Wed, 15th Apr 2020
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uc
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martech
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ai
GlobalData has today revealed that the revenue of AI platforms will grow at a compound annual growth rate (CAGR) of 26.8% between 2019 and 2024.
Research: ANZ AI market to grow nearly 30% by 2024
Wed, 15th Apr 2020
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uc
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martech
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ai
Analyst firm GlobalData says that revenue across APAC will grow to US$29.3 billion by the same year, driven by growing government acceptance.
Microsoft reveals new trends in remote working
Tue, 14th Apr 2020
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uc
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hybrid & remote work
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microsoft
Microsoft reports a video call surge and a lean towards flexible work hours as remote working cements its place.
Improving contact centre performance during times of peak demand
Mon, 13th Apr 2020
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crm
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uc
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data analytics
As virus-related uncertainty spreads, financial firms face surging calls to contact centres. Enhancing efficiency is vital to maintaining customer satisfaction.
Google Cloud launches COVID-19 rapid response programme
Thu, 9th Apr 2020
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crm
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uc
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hyperscale
Google Cloud has launched a Rapid Response Virtual Agent tool to help organisations manage a surge in customer queries amid COVID-19.
Microsoft Teams announces commitment to privacy in wake of Zoom woes
Wed, 8th Apr 2020
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uc
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hybrid & remote work
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microsoft
In response to Zoom's security woes, Microsoft Teams pledges to uphold robust privacy policies amidst rising demand for virtual meetings during the pandemic.
Genesys releases Rapid Response to support businesses during COVID-19
Tue, 7th Apr 2020
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crm
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uc
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martech
Genesys has launched Rapid Response, granting businesses access to its cloud services in 48 hours, easing remote transitions during COVID-19.
How voice solutions can help the transition to remote work
Mon, 6th Apr 2020
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uc
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hybrid & remote work
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voip
As remote work becomes essential, voice solutions like VoIP are proving crucial for seamless operations, offering flexibility, scalability, and low maintenance.
How to start your own business by leveraging the power of outsourcing
Mon, 6th Apr 2020
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uc
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devops
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martech
Outsourcing provides a very good opportunity to start your business from scratch, especially if you have a team of like-minded people.
8x8 video conference usage up 1000%
Sat, 4th Apr 2020
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uc
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hybrid & remote work
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video conferencing
8x8 Video Meetings platform sees monthly active users reach nearly 4.5 million worldwide, as video conferencing adoption accelerates.
Vodafone seeing traffic increasing up to 100% more than February
Fri, 3rd Apr 2020
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uc
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hybrid & remote work
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telco
Vodafone says it has added more capacity and has changed the way it manages voice and data traffic across the network.
New solution shines light on Dark Web credential trading
Thu, 2nd Apr 2020
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uc
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dr
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phishing
The Kaseya-owned Spanning Cloud Apps has released software that monitors the Dark Web for compromised Office 365 credentials.