Contact Centre stories - Page 72
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.
Cybersecurity experts offer critical advice on eve of Data Protection Day
Sat, 27th Jan 2018
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data protection
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data privacy
The day is about raising awareness and promoting privacy and data protection - we have 5 experts providing insights, with GDPR a strong factor.
IPFX announces inclusion on NZ Government’s TaaS panel
Fri, 26th Jan 2018
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uc
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government
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contact centre
Independent Kiwi company joins the panel that intends to improve the state of the Government’s telecommunication without disrupting daily operation.
Exclusive interview: Chatbot 101 with Tim McNamara, founder of The Hut34 Project
Thu, 25th Jan 2018
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blockchain
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The Hut34 Project, founded by Tim McNamara and Peter Godbolt, aims to connect AI engines, IoT devices, and digital services.
New to VR? Here’s how you can use it in the workplace
Mon, 22nd Jan 2018
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uc
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martech
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it automation
Virtual reality isn't just for gamers; it's transforming workplaces by enhancing team building, customer experience, and remote collaboration. Here's how.
Air New Zealand launching as a skill on Amazon Alexa
Mon, 22nd Jan 2018
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martech
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ai
Air New Zealand is pioneering in Australasia with an Alexa skill, letting customers check flight statuses hands-free. It launches in early February.
Dell launches environmentally sustainable jewellery line
Wed, 17th Jan 2018
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uc
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network infrastructure
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supply chain
Dell partners with actress Nikki Reed to launch a jewellery line using recycled gold from computer motherboards, blending sustainability with fashion.
How smaller Kiwi telcos are gaining market share
Wed, 17th Jan 2018
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uc
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commerce commission
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kordia
But why are we seeing an increase in market share by the smaller telcos at a time where fewer and fewer exist?.
75% using collaboration technologies: Polycom reveals key trends for 2018
Mon, 15th Jan 2018
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hybrid & remote work
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cloud services
Polycom has revealed findings from its latest research that shows collaboration technologies to be transforming business in 2018.
Top digital opportunities for Kiwi SMBs going into 2018
Mon, 15th Jan 2018
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martech
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iot
New Zealand businesses urged to embrace technology as digital opportunities arise in 2018 - Spark #technology #digitalopportunities.
The new normal: Robots, hyper-collaboration and smart meetings
Fri, 12th Jan 2018
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hybrid & remote work
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cloud services
With 75% of employees using collaboration tech, Polycom's research forecasts an exponential growth in smart meetings, cloud integration, and AI-driven tools.
Genesys appoints Tony Winterbottom to lead its government division
Fri, 12th Jan 2018
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crm
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cx
The former Teradata executive will help the customer experience provider grow its presence within the ANZ public sector.
Exclusive interview: Chatbot 101 with Tim McNamara, founder of Hut34
Thu, 11th Jan 2018
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blockchain
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martech
Tim McNamara, founder of Hut34, shares insights on chatbots, IoT integration, and tackling Australia's blockchain talent drought in our exclusive interview.
Kiwi institution picks up major Australian Govt. contract
Wed, 10th Jan 2018
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crm
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martech
Datacom has secured a three-year contract with the Australian Department of Home Affairs to provide client inquiry services.
How to regain customers' trust after a CX failure
Tue, 9th Jan 2018
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crm
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cx
After a year rife with Customer Experience (CX) failures, Australian companies must repair consumer trust through transparency and reliable service delivery.
Polycom announces acquisition of Obihai Technology
Mon, 8th Jan 2018
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hybrid & remote work
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voip
The combination is expected to expand the markets available to Polycom solutions for its worldwide network of channel partners.
5 predictions for 2018 from channel insiders
Thu, 14th Dec 2017
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virtualisation
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predictions
ChannelLife has gathered information from several insiders and come up with five predictions for the ANZ channel in 2018.
Only 20% of e-waste is recycled - and this needs to change, says United Nations
Thu, 14th Dec 2017
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cleantech
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personal computing devices
A new report reveals that e-waste is a growing crisis, with 44.7 million metric tonnes generated in 2016, and a further increase predicted for 2021.
Businesses MUST prepare: World's cybersecurity big guns forecast 2018
Mon, 11th Dec 2017
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malware
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uc
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ransomware
What will 2018 bring? We’ve brought together a line-up of cybersecurity heavyweights to provide their opinions on various topics for the year ahead.
Canberra Data Centres, NextDC, Datacom...Frost & Sullivan names Australia's top companies
Fri, 8th Dec 2017
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ddos
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digital transformation
One of the big winners of the night was Metronode, who was named Australia’s Data Center Service Provider of The Year.
AI causing consumer concern about data privacy: 61% say govt should take action
Fri, 8th Dec 2017
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data protection
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martech
Artificial intelligence is causing concern among consumers worldwide because it could potentially infringe on their privacy.