Contact Centre stories - Page 50
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.
CommsChoice expands routing capability to support UC future
Thu, 12th Mar 2020
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uc
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hybrid & remote work
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microsoft
The company focused on expanding its Session Border Controller (SBC) network in several locations: Sydney, Singapore, London, Frankfurt, San Jose and Virginia.
Google Cloud’s plan to corner telecom market
Tue, 10th Mar 2020
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crm
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uc
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data analytics
Google Cloud unveils new telecom strategy, targeting 5G monetisation, data-driven customer experience & efficiency.
Spark launches uncapped wireless broadband, a Kiwi first
Wed, 4th Mar 2020
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uc
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telco
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contact centre
Business Flexible Broadband offers companies uncapped data for wireless broadband, which is not only a first for Spark but a first for the country.
Transforming the future of work, one conversation at a time
Tue, 3rd Mar 2020
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uc
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hybrid & remote work
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telco
As technology enables seamless communication, the work from anywhere concept is reshaping corporate landscapes, enhancing productivity, and reducing costs.
The tech on the frontlines of the fight against COVID-19
Mon, 2nd Mar 2020
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robots
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uc
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drones
GlobalData explains how emerging technologies are being deployed to help keep the spread of the virus in check.
MNF Enterprise and AARNet announce cloud calling partnership
Mon, 24th Feb 2020
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edutech
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uc
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datacentre infrastructure
Together, the two companies will provide voice communications solutions to the country’s education and research sector.
Organisations must tear down the walls between IT and CX
Fri, 21st Feb 2020
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crm
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uc
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cx
Organisations need to look at their customers in a completely new way as individuals that have unique needs and preferences.
Tritium transforms global communications with RingCentral Australia
Thu, 20th Feb 2020
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uc
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productivity
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contact centre
Tritium has chosen RingCentral Australia as its global communications solution as it looks to support rapid growth and enhance employee productivity.
Avaya brings Google Cloud AI capabilities to ANZ contact centres
Thu, 20th Feb 2020
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crm
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uc
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cx
Avaya partners with Google Cloud to infuse AI into contact centres across Australia and New Zealand, enhancing CX with cutting-edge automation and analytics.
Datacom extends UC portfolio through 8x8 partnership
Tue, 18th Feb 2020
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uc
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firewalls
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network infrastructure
Datacom will offer 8x8’s platform alongside other UC vendors, particularly as the market towards Unified Communications as-a-Service (UCaaS) solutions.
Avaya looks to the future of collaboration with new Spaces features
Fri, 14th Feb 2020
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uc
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cloud services
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collaboration
Avaya Spaces brings multi-experience to CX and team collaboration with new capabilities, providing an easy way to work in the cloud.
University of Auckland utilises AWS to improve student experience
Fri, 14th Feb 2020
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uc
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hyperscale
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public cloud
The University of Auckland has upgraded its student experience with enhanced communication capability utilising Consegna and Amazon Web Services.
NZ Police trials digital assistant 'Ella', built by Soul Machines
Thu, 13th Feb 2020
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uc
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martech
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ai
The New Zealand Police are trialling 'Ella', a digital assistant developed by Soul Machines, to assist visitors at their National Headquarters.
RingCentral reveals strong financial results for Q4
Tue, 11th Feb 2020
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uc
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contact centre
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ringcentral
RingCentral reports a robust Q4 with total revenue surging 34% to USD $253 million, as mid-market and enterprise efforts fuel significant growth.
Gartner: The six tech trends HR should be ready for
Mon, 10th Feb 2020
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uc
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data analytics
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martech
Data security, number of people with disabilities in workforce to triple, the push for transparency, and everything automated.
Why creating an eco-system of interconnected apps can make your business stronger
Mon, 10th Feb 2020
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crm
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uc
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cx
Creating a unified eco-system of interconnected apps can give businesses a competitive edge by enhancing data aggregation and improving customer experience.
Jabra reveals new distie partnership
Wed, 5th Feb 2020
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crm
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uc
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martech
Driven by high demand for enterprise audio products, the partnership aims to support the continuous adoption of soft phones and headsets in the local market.
Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
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uc
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cx
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martech
Boomi has revealed the winners of its annual customer awards, celebrating transformative projects on the Boomi Platform.
M&A deals drop nearly 50% in one month, GlobalData report shows
Tue, 4th Feb 2020
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uc
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partner programmes
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contact centre
Merger and Acquisition (M&A) deals have totalled $17.03 billion globally in December 2019, according to new research from GlobalData.
Telstra signs with Dubber for call recording and data capture
Tue, 4th Feb 2020
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uc
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hyperscale
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ai
Certain Telstra customers will have access to Dubber’s Call Recording and Data Capture Platform for business telephony and mobile.