Contact Centre stories - Page 76
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.
Exclusive interview: Simona Turin on Air New Zealand's digital transformation
Fri, 9th Jun 2017
#
uc
#
digital transformation
#
hyperscale
I’m still trying to figure out what is stopping girls from reaching technology because I love technology, it’s a creative process.
Pegasystems announces AWS integration in customer service solution
Thu, 8th Jun 2017
#
crm
#
uc
#
hyperscale
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Bluewolf announces new AI telco Salesforce solution to deliver better CX
Wed, 7th Jun 2017
#
uc
#
data analytics
#
cx
Bluewolf integrates IBM Watson APIs, Vlocity and Salesforce Einstein to improve experiences for telecommunication agents and customers.
Separating fintech noise from reality - Gartner
Wed, 7th Jun 2017
#
uc
#
fintech
#
contact centre
Gartner demystifies the fintech buzz, aiding banks to sift the hype from transformative potential in finance tech.
Photo gallery: Vodafone, Telstra, Vocus among Broadsoft ANZ achievers
Mon, 29th May 2017
#
uc
#
contact centre
#
telstra
Vodafone New Zealand, Telstra and UCaaS provider Access4 are among the winners at Broadsoft's Annual Australasian Achievement Awards.
Optimizing interconnection for hybrid apps is the key to greater customer experience
Wed, 24th May 2017
#
crm
#
uc
#
datacentre infrastructure
The future of application design is not dependent solely on serverless, containers, microservices, bots or some completely new technology.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Wed, 24th May 2017
#
crm
#
uc
#
martech
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
Virtual digital assistants to overtake world population by 2021
Tue, 23rd May 2017
#
uc
#
martech
#
ai
Ovum has released on the AI digital assistant market, revealing partnerships to be key differentiators in the years head.
Imagination at work – e-waste into school lunches
Mon, 22nd May 2017
#
uc
#
voip
#
contact centre
In 2016 the NZ Child Poverty Monitor reported that 48,000 children in New Zealand were living in material hardship, often going without life’s basics.
Enterprise competition drags Optus revenue and profit down
Fri, 19th May 2017
#
uc
#
contact centre
#
optus
Optus has reported revenue and profit drops for the latest financial year as heightened competition in the enterprise market bites.
ServiceNow invests and acquires to make headway in automation
Fri, 19th May 2017
#
uc
#
martech
#
ai
ServiceNow has made a string of investments to enhance user experiences and process automation using virtual agent technologies across various workflows.
New product integration from Genesys to benefit cloud users - and partners
Thu, 18th May 2017
#
uc
#
cloud services
#
contact centre
Genesys and its global partners will resell eMite dashboards and analytics for the PureCloud by Genesys solution as a bundled offering.
Math trail sets Waikato on learning journey with bot buddy
Tue, 16th May 2017
#
uc
#
martech
#
ai agents
New educational trail enables people to recognise and be intrigued by the mathematics all around them. Opening their eyes to maths and its usefulness.
Tata Communications reports healthy profit as data business grows
Tue, 16th May 2017
#
uc
#
contact centre
#
financial results
Tata Communications reported S$268.3 million in its latest financial results. A large part of that growth has come from its data business.
Students can tell Wagbot about their problems at school
Tue, 16th May 2017
#
uc
#
martech
#
ai agents
A new chatbot, Wagbot, has been launched to help students and parents in New Zealand with school problems. The bot uses AI to learn and provide advice.
Insurance systems provider EIS partners with Microsoft Bot Framework
Fri, 12th May 2017
#
crm
#
uc
#
martech
The move is the latest in the trend of companies leveraging the power of AI and machine-learning in their knowledge management.
Christchurch's Ravensdown ramps up CX with new digital approach
Fri, 12th May 2017
#
crm
#
uc
#
cx
Ravensdown embraces digital transformation for competitive edge in agricultural market, partnering with Genesys for end-to-end solutions.
The importance of integration in enterprise applications
Tue, 9th May 2017
#
uc
#
digital transformation
#
martech
Tech's evolution ushers in the era where seamless integration is vital for enterprise success; firms race to adapt.
EXCLUSIVE: Trends in the UC industry and how resellers can capitalise on them
Mon, 8th May 2017
#
uc
#
martech
#
ai
Recently we spoke with tech stalwart Randy McGraw on trends in the unified communications industry and just how the channel can capitalise on them.
Netscout: How to measure availability and performance of cloud apps
Mon, 1st May 2017
#
uc
#
apps
#
cloud services
Netscout champions proactive IT management, stressing the need for swift resolution to cloud app and VoIP delays to appease ever-impatient users.