Contact Centre stories - Page 68
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.
How IT service desk admin jobs will be transformed by smart automation
Tue, 19th Jun 2018
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uc
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martech
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it automation
Developments in AI technologies like ML and natural language processing will strengthen the connection between IT teams and their organisation.
Insurtech a win-win for insurers and customers, expert says
Tue, 19th Jun 2018
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uc
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fintech
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martech
The insurance market is benefitting from new technology, with traditional firms embracing advanced technologies.
Aspect Software appoints new regional VP for ANZ
Tue, 19th Jun 2018
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uc
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contact centre
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aspect software
In his new role, Karunakar will lead Aspect Software’s sales and strategy in what is a fast-evolving and very important market for the company.
EXCLUSIVE: Ingram NZ adds disruptive 8x8 solutions
Mon, 18th Jun 2018
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crm
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uc
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martech
Ingram NZ teams up with 8x8 to bring cutting-edge cloud-based unified communications, collaboration, and contact centre solutions to the NZ market.
How businesses can prepare their contact centre for a bot/AI environment
Fri, 15th Jun 2018
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uc
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martech
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ai
As AI and bots revolutionise customer service, businesses must update infrastructures and train staff to harness this tech effectively. Here's how.
CX perception gap means opportunities for channel
Thu, 7th Jun 2018
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crm
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uc
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cx
A new survey from Mitel shows that businesses’ customer experience isn’t as good as they think - but tech could be a big part of the solution.
SAP boosts offerings with AI, ML and blockchain solutions
Thu, 7th Jun 2018
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uc
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hyperscale
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public cloud
SAP has released a range of new products for the future of the enterprise, including expanding its cloud offerings and a new blockchain-aaS solution.
Verint named in second Gartner Magic Quadrant this year
Wed, 6th Jun 2018
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uc
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cx
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martech
Verint is the only company recognised in both 2018 Magic Quadrants for the CRM Customer Engagement Centre and Workforce Engagement Management.
Jabra sets NZ expansion in sights with new BDM
Wed, 30th May 2018
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uc
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jabra
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contact centre
The UC solutions provider has appointed an Auckland-based BDM with the intention of expanding their presence in the NZ channel.
CHANNEL SUCCESS: NEC taps Baycom as its best kiwi UC partner
Tue, 29th May 2018
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uc
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partner programmes
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contact centre
The recognition follows the establishment of NEC Australia's official partner program for New Zealand in 2017.
IM Showcase 18: VMware takes King of the Show!
Tue, 29th May 2018
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virtualisation
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uc
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it automation
A quick photo tour of just some of the exhibitions on display at the Auckland edition of Showcase, including King of the Show - VMware.
IM Showcase 2018 keynotes - Staring into NZ’s future
Tue, 29th May 2018
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uc
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digital transformation
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blockchain
Ingram Micro’s 2018 Showcase invited some of the most forward-thinking minds from the IT industry to talk, and the future they painted is fascinating.
AWS adds new smart scheduling functionality to Alexa
Mon, 28th May 2018
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uc
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hyperscale
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public cloud
The ‘Alexa Smart Scheduling Assistant’ is designed to help users schedule 1:1 meetings with multiple participants.
Avaya named Leader in Contact Centre Infrastructure Magic Quadrant
Fri, 25th May 2018
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crm
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uc
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cx
Avaya has been recognized as a Leader in the 2018 Gartner Magic Quadrant for Contact Centre Infrastructure for the 17th time.
No - you don't need to replace all your infrastructure
Mon, 21st May 2018
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uc
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personal computing devices
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pc hardware
Facing end-of-life for your hardware? Interactive offers a no-upgrade-needed solution, ensuring continued support with rapid, local engineer response.
Microsoft perfects remote team collaboration with Surface Hub 2 launch
Mon, 21st May 2018
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uc
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hybrid & remote work
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microsoft
Microsoft unveils Surface Hub 2, revolutionising remote teamwork with a sleek 4K+ multi-touch display and cutting-edge collaboration tools.
Zendesk launches omnichannel suite for integrated customer experience
Mon, 21st May 2018
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crm
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uc
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cx
In conjunction with the launch of The Zendesk Suite, Zendesk also unveiled Connect - a new product for proactive customer communication.
The AI difference: How chatbots gain and retain customers
Thu, 17th May 2018
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uc
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martech
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ai
Customers become emotionally invested and more loyal with brands that engage with them – but not all engagement methods are created equal.
Now you see me, now you don’t: Security beyond the physical network
Wed, 16th May 2018
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uc
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vpns
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verizon
A big shift in the way people work means organisations can no longer rely on the same legacy security models they have been using to date.
Is your business ready to talk chatbots?
Mon, 14th May 2018
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uc
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digital signage
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hyperscale
Is your business ready for chatbots? CIOs must embrace these virtual assistants, with more than 50% of enterprises projected to invest heavily by 2021.