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Technology news for Australia's largest enterprises

Call centre news stories

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Remote Working
Q&A: Behavioural Cues discuss what's next for voice analytics
Voice analytics has many familiar and established applications. One example is sentiment analysis used to improve customer service and call center operations.
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Customer experience
Digital insight through UCaaS to improve customer experience - RingCentral
One of the most quoted adages in business is "if you can't measure it, you can't manage it" this has been a long-held problem in telephony and customer service.
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Amazon Web Services / AWS
Vodafone partnering with Consegna to harness AWS expertise
Vodafone has announced a partnership with Consegna to utilise joint Amazon Web Services (AWS) expertise to address the cloud needs of New Zealand companies.
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Data analytics
How leveraging AI-driven analytics can increase customer satisfaction in the contact centre
Failing to provide competitive, high-quality customer service at every touchpoint can lead to low levels of customer satisfaction, which can have detrimental impacts on a business.
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Uniphore
Video: 10 Minute IT Jams - An update from Uniphore
This week, we spoke to Uniphore co-founder and president (APAC) Ravi Saraogi, who shared some insight into how conversational automation technology is shaping the way call centres and enterprises conduct business.
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Digital Transformation
NICE CXone selected to digitally transform Aussie education provider contact centre
NICE CXone has been selected by vocational education and training provider Wodonga TAFE, located in northeast Victoria, as the centrepiece of its contact centre.
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Enghouse Interactive
Microsoft & Enghouse Interactive bring the best of Teams to the contact centre
Enterprise collaboration environments are now powerhouses of efficiency designed to make business communication seamless and simple in today’s busy environment.
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Enghouse Interactive
How contact centres can realise the benefits of Microsoft Teams
At the time of writing, Teams has upwards of 250 million daily active users, all of whom are making the most of the benefits.
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Headset
Poly hones in on privacy & clarity through new headset range
According to Poly Australia and New Zealand managing director Andy Hurt, the company wanted to address the need for privacy and security ‘head on’.
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Contact Centre
Thai call center achieves business continuity with cloud solution
Tikal Call Center, the provider of the cloud-based service, has allowed for Teleinfo Media PLC to continue uninterrupted and high-quality service as a majority of technicians answer calls from their homes. 
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Customer experience
How organisations can capture lost revenue by eliminating missed calls
Customers who call tend to be the most valuable to any business. They also place a high value on positive phone call interactions, particularly when justifying big purchases or important decisions.
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Contact Centre
Improving contact centre performance during times of peak demand
Extremely high call volumes are resulting in longer than normal wait times and frustrated customers. Firms risk taking a hit to their reputation if the situation doesn’t improve.
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Customer service
Vodafone urges customers to go digital, expects call times to increase
"Due to precautionary measures in New Zealand and internationally, our customer care teams are managing the impacts of COVID-19 while dealing with higher call volumes."
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Big Data
How cloud technologies are shaping the data-driven contact centre
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.
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Artificial Intelligence
Avaya extends AI integration with Google Cloud
Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.
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Robotic Process Automation / RPA
Why contact centre operators need to take advantage of intelligent automation
The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.
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Call centre
Two major BPOs form joint venture – open new delivery hub in Malaysia
According to Everise the agreement with UBASE aligns two unique BPO companies to provide an unparalleled global service experience.
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Mobile Security
Grumpy tech guy: Welcome to Transylvanian tech support hell
At one point Chuck exclaimed something that sounded suspiciously like “My hovercraft is full of eels”. Perhaps he was a Monty Python fan!
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Dimension Data
Adapt your customer service strategies, or die.
The digital customer engagement revolution is here, and is forcing organisations to adapt their customer service strategies, or die.
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Telecommunications
Vodafone fibre cut, call centres down around the country
Vodafone is experiencing an unexpected fibre cut in Auckland, Penrose, and says this is impacting Vodafone call centres nationwide.
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Origin IT
Kiwi IT solutions provider to grow revenue by 200%
Outsourcing IT support to the lowest cost provider overseas is not a viable model for New Zealand companies who are trying to develop new markets and satellite operations globally.
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Innovation
Leading with innovation
Innovation does not need to be about the latest bells and whistles
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Zeacom
Call Centre innovation
The days of call centres being simply a centralised traffic zone for directing telephony are long gone. They are increasingly the nerve centre of any enterprise and decision makers ignore them at their peril.
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Ovum
Are offshore call centres worth the risk?
"Enterprises feel that the reduced prices simply don’t compensate for the potential to lose customers in these tough economic times.”