Contact Centre stories - Page 79
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: Behind the scenes with Enghouse CTO
Fri, 18th Mar 2016
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uc
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contact centre
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enghouse interactive
The secret to success in the IT Industry? It all comes down to what you can learn from other people according to Enghouse's CTO.
Interactive Intelligence named AWS Advanced Technology Partner
Thu, 17th Mar 2016
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uc
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hyperscale
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public cloud
Interactive Intelligence gains elite AWS Advanced Tech Partner status, bolstering their innovative PureCloud platform for customer engagement.
Zendesk rolls out Basic Voice, a phone support service for any business
Thu, 17th Mar 2016
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crm
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martech
Zendesk launches Basic Voice offering reliable phone support for companies of any size as part of its omnichannel support strategy.
Video collaboration the way of the future, according to Polycom and Microsoft
Fri, 11th Mar 2016
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uc
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hybrid & remote work
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microsoft
Polycom and Microsoft have extended their 12-year partnership to roll out video collaboration solutions for Office 365 and Skype for Business.
Vodafone brings Telecommunications-as-a-Service to Govt
Mon, 7th Mar 2016
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uc
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government
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contact centre
Careers New Zealand has entered into a partnership agreement with Vodafone, becoming one of the first government agencies to adopt TaaS.
Predictions for Big Data Analytics in 2016
Mon, 7th Mar 2016
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uc
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data analytics
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martech
The collaborative hybrid of human and machine - five ways big data will shape the future of business as we know it.
Victim Support turns to tech to help those in need
Thu, 3rd Mar 2016
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uc
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dimension data
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contact centre
A new IT solution is helping Victim Support keep up with increasing demand for its services, while improving its business continuity and recovery.
Mobile technology is changing the healthcare game
Fri, 19th Feb 2016
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uc
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wearables
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healthtech
Technology is continuing to bridge the healthcare gap, with mHealth information services set to reach more than 150 million users by 2020.
All clear: Vodafone, Spark lines good to go following ChCh quake
Mon, 15th Feb 2016
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chorus
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contact centre
New Zealand's main telco companies scrambled yesterday to ensure network coverage was maintained following the earthquake in Christchurch yesterday.
Paul McCartney and Skype come together, all in the name of love
Fri, 12th Feb 2016
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uc
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digital entertainment
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voip
The former Beatle has partnered with Skype to celebrate Valentine's Day by composing music to accompany ten 'Love Mojis'. Yes, you read that right.
Avaya launches unified comms midmarket offering
Wed, 10th Feb 2016
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uc
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partner programmes
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cloud services
Avaya Midmarket Cloud Solutions is the latest in a series of Avaya programmes focusing on enabling channel partners and midsize companies evolve.
Threats new and old targeting financial organisations
Tue, 9th Feb 2016
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cybersecurity
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contact centre
Financial organisations are under attack from cybercriminals Carbanak 2.0, Metel, and GCMAN, according to Kaspersky Lab.
Digital banking: Balancing security & convenience – without getting creepy!
Tue, 2nd Feb 2016
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iot
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contact centre
Banks are constantly adopting new and innovative technologies, but what is the impact on security? Can personalisation become creepy?.
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UPDATED: Vodafone internet down around New Zealand, customers want answers
Thu, 28th Jan 2016
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wireless networks
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cloud services
Vodafone NZ internet is down around the country, and with no word from the company, customers have turned to Facebook to share their thoughts.
AI, mobility, IoT revolutionises customer experience
Tue, 26th Jan 2016
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cx
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martech
Customer experience is the top priority for companies as technology revolutionizes engagement, according to Interactive Intelligence.
Three ways to meet consumer demand this year
Wed, 20th Jan 2016
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cx
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martech
In 2023, staying ahead in retail means mastering omni-channel experiences and refining customer journey analytics, asserts Teradata.
Microsoft ramps up Skype for Business with Aussie tech buy
Thu, 14th Jan 2016
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microsoft
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voip
Microsoft has snapped up tech assets from Event Zero to help expand and improve Skype for Business' built-in management tools and analytics.
When should you price match?
Mon, 11th Jan 2016
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dts
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contact centre
Amid telecom cost wars, NZ ISPs ponder sustainable pricing, seeking a balance between matching rivals and keeping margins healthy.
Who's listening? VoIP systems vulnerable to hacking
Fri, 18th Dec 2015
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voip
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contact centre
Businesses need to ensure they have the appropriate security measures in place to avoid being targeted by cyber criminals hacking into their systems.
Spark commits to better customer service, launches online outage map
Wed, 16th Dec 2015
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martech
As part of the campaign is Spark's new Outage Map, which gives a real-time view of any problems on Spark's mobile broadband or landline networks.