Technology news for Australia's largest enterprises
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AWS Contact Lens for Connect set to arrive in A/NZ
The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.
Video: 10 Minute IT Jams – Who is MaxContact?
In this interview, we speak with MaxContact's director of Australian operations, Daniel Harding, about the role of the contact centre in today's modern cloud environment.
C9 Communications & MaxContact deploy contact centre solution for Thomas Direct
Thomas Direct previously had a 120-seat contact centre, however it found that its legacy technology wasn’t able to scale with the business.
Rising to the contact centre security challenge in the era of COVID-19
Cloud based contact centres have enabled Australian organisations to keep on working through the coronavirus pandemic but, in a climate of heightened risk, ensuring the security of your solutions and customer data is a critical imperative.
Vodafone rolls out contact centre solution powered by AWS
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
How to implement a cloud contact centre that boosts efficiency & customer experience
If you're considering an overhaul of your contact centre, a strategic approach and meticulous planning will help you get maximum return on your investment
NICE inContact integrates Teams, Dynamics into contact centre suite
Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
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.
10 best practices for work-from-home contact centres
Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.
NEC enters comms-aaS market with new partnership
In partnership with Intermedia, NEC is set to launch new UCaaS and contact-centre-aaS solutions globally.
Avaya recognised for UC excellence by TMC
Avaya’s OneCloud ReadyNow private cloud platform won the Unified Communications Excellence Award.
NICE inContact expands access workforce engagement solution
“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."
Contact centre resiliency vital during COVID-19 crisis
Several legacy contact centres are not architected to cope with COVID-19 scenarios.
Nuance utilises AI to solve contact centre woes
As COVID-19 has dramatically changed the way in which business is done, users and customers have flocked to the contact centres of organisations around the world, which have subsequently and understandably buckled under the pressure.
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.
Genesys releases Rapid Response to support businesses during COVID-19
The offering is designed to give organisations access to Genesys Cloud within 48 hours so they can provide mission critical support and enable remote teams at speed.
Genesys awards QPC APAC Partner of the Year 2019
Genesys makes contact centre software free for 90 days and QPC offers free services to support implementation to help customers transition to remote.
Avaya brings Google Cloud AI capabilities to A/NZ contact centres
Avaya has launched Google Cloud AI-powered contact centre capabilities in Australia, enabling Australian and New Zealand organisations to deliver automated and assisted customer experiences (CX) for real time intelligence.
Jabra reveals new distie partnership
Driven by high demand for enterprise audio products, the partnership aims to support the continuous adoption of soft phones and headsets in the local market.
Interview: Avaya’s A/NZ managing director on regional growth factors
Peter Chidiac talks about growth in the region, what sets the Australian market apart, and why it’s important to the Avaya business as a whole.
Genesys promotes two senior executives in APAC
Genesys has promoted its former Australia and New Zealand (A/NZ) vice president to the new role of senior vice president of Asia Pacific.
RingCentral deploys IT solutions for Sydney's BridgeClimb
BridgeClimb deployed RingCentral Office and RingCentral Contact Centre Solutions across its entire staff in October 2019 – a rollout that took just seven weeks.
Jabra updates partner programme
Two partnership levels, improved incentives and greater training resources for solution providers across Australia and New Zealand.
Zendesk fuses AI into customer services with Amazon Connect integration
The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.