Contact Centre stories - Page 53
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.
Kiwis more accepting of chatbots and digital humans
Thu, 7th Nov 2019
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uc
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martech
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ai agents
Chatbots and digital employees are now an established part of communication between New Zealand businesses and customers.
Australia’s digital transformation: Can’t sweat it? Don’t sweat it
Tue, 5th Nov 2019
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uc
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hybrid cloud
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public cloud
Australia embraces cloud computing as a pragmatic solution amid forecasted economic challenges, with the market poised to touch AU$6.5 billion by year-end.
8x8, Poly and ScanSource join forces for cloud UC
Tue, 5th Nov 2019
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uc
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hybrid & remote work
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plantronics
The joint programme, CloudFuel, will help organisations move to cloud technology for unified communications, collaboration and contact centre.
The future of CX: How to make chatbots work effectively in your organisation
Sun, 3rd Nov 2019
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crm
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uc
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cx
The secret to deploying virtual assistants successfully lies in implementing them in a way where everyone is a winner.
Gartner’s nine UX trends for 2020
Wed, 30th Oct 2019
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uc
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surveillance
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biometrics
These digital experience trends fall within two broad categories – how digital technology is experienced and how digital experiences will be built.
Gartner: Top digital experience trends for 2020
Wed, 30th Oct 2019
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uc
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surveillance
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biometrics
Gartner predicts that facial recognition payments, interfaceless machines, and a UX research renaissance will be top digital experience trends in 2020.
How cloud technologies are shaping the data-driven contact centre
Wed, 23rd Oct 2019
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uc
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data analytics
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martech
According to a global Ecosystm cloud study, more than half (53%) of organisations have increased work processes and efficiency as a result of using the cloud.
AI to benefit New Zealand healthcare system
Tue, 22nd Oct 2019
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uc
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martech
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ai
AI could save the New Zealand health system over $700m per year by 2026, according to the AI Forum of New Zealand.
Frost & Sullivan, DMG recognise Verint for APAC market share
Tue, 15th Oct 2019
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crm
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uc
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martech
Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Millions wasted on poor knowledge management solutions
Mon, 14th Oct 2019
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uc
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data analytics
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martech
A survey by Ecosystm has revealed that businesses are spending over US$600,000 on average on solutions that are adding little to no value.
Lack of access to information affecting Australian productivity
Fri, 11th Oct 2019
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uc
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productivity
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contact centre
Australian productivity is suffering due to employees' struggles to access accurate information, a survey by 8x8 reveals, impacting customer service quality.
TrueConf makes it into Magic Quadrant for Meeting Solutions
Thu, 10th Oct 2019
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uc
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healthtech
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video conferencing
TrueConf enters Gartner's 2019 Magic Quadrant as a Niche Player, highlighting its robust video conferencing offering but noting gaps in innovation.
Nuance announces updates to biometric fraud detection offering
Thu, 10th Oct 2019
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uc
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biometrics
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ai
Nuance unveils upgrades to their biometric solution, enhancing fraud detection and customer authentication with AI-driven features and cloud-native scalability.
Avaya launches UC and CC subscription program
Wed, 9th Oct 2019
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saas
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crm
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uc
Avaya IX Subscription gives customers the flexibility to scale consumption of Avaya’s contact center and unified communications solutions based on their needs.
Avaya previews new capabilities in UC portfolio
Tue, 8th Oct 2019
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gaming
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uc
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reviews
Avaya introduces Avaya IX Onespace, enhancing its UC portfolio with a unified, intelligent workspace aimed at boosting enterprise productivity and efficiency.
Batelco and Avaya bring cloud solutions to Bahrain’s SMBs
Mon, 7th Oct 2019
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uc
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avaya
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telco
The regional telecoms operator will offer Avaya Contact Centre and Unified Communications solutions in the cloud with Avaya IP Office PoweredBy.
8x8 wins Cloud/SaaS Gold in Golden Bridge Awards
Mon, 7th Oct 2019
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saas
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uc
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awards
It also received Silver in the Unified Communications (Service) Innovations category in the 2019 11th annual awards.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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saas
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crm
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uc
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Gartner: Top 10 government tech trends
Fri, 4th Oct 2019
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uc
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devops
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data analytics
Governments must prioritize technology to improve business outcomes, says Gartner's new research on government CIOs.
Blue Prism brings new automation capabilities to online community
Wed, 2nd Oct 2019
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uc
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martech
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rpa
Blue Prism expands its Digital Exchange marketplace with new automation capabilities, teaming up with INVOKE, SRI Infotech, and ZyGen to enhance RPA features.