Contact Centre stories - Page 26
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.
Leveraging technology in contact centres to reduce attrition rates
Fri, 27th May 2022
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crm
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uc
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data analytics
Many organisations worldwide have accelerated DX to better respond to changing market drivers and business environments after the disruption of the pandemic.
Symbio consolidates TNZI business to support APAC expansion
Fri, 27th May 2022
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uc
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contact centre
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tnzi
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
Skills shortages hold orgs back from capitalising on cloud 2.0
Wed, 25th May 2022
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uc
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martech
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multi-cloud
Organisations are becoming more comfortable with sophisticated 'cloud 2.0' technologies, even as they confront difficulties in hiring and retaining IT talent.
Frost & Sullivan recognises Genesys as leader in new reports
Mon, 23rd May 2022
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uc
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data analytics
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martech
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Shortening the click-to-customer cycle through smart technologies
Mon, 23rd May 2022
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crm
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uc
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cx
The race to shorten click-to-customer cycle times is the biggest challenge for retailers in an omnichannel world.
New Relic enters multi-year partnership with Microsoft Azure
Fri, 20th May 2022
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uc
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devops
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public cloud
New Relic has announced a strategic partnership with Microsoft to help enterprises accelerate cloud migration and multi-cloud initiatives.
9/10 Aussies to stop spending if personal data compromised
Tue, 17th May 2022
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uc
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data analytics
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martech
Nine out of ten Australians would stop spending with a company if their personal data is compromised, a new report has found.
IT teams deploy powerful technologies to enable remote work
Tue, 17th May 2022
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uc
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martech
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ai
Freshworks' annual benchmark report shows a 23% improvement in IT ticket resolution speed as remote work increased.
Microsoft unveils adaptive accessories for disability access
Fri, 13th May 2022
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uc
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microsoft
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software
Microsoft launches Inclusive Tech Lab to improve access to technology for people with disabilities, and introduces adaptive accessories.
Avaya expands Microsoft partnership to deliver OneCloud on Azure
Thu, 12th May 2022
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uc
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public cloud
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partner programmes
The joint technology and go to market agreement will help customers accelerate their digital transformation initiatives in the cloud.
Avaya OneCloud sees 118% ARR growth for second quarter 2022
Thu, 12th May 2022
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uc
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partner programmes
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microsoft
Avaya Holdings has reported $750 million annual recurring revenue (ARR) for its OneCloud offering, up 21% sequentially and 118% from the same period last year.
Poly introduces new smart devices and announces Amazon e-store in Australia
Thu, 12th May 2022
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uc
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partner programmes
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hybrid & remote work
Poly is introducing two new pro-grade devices to the market and announcing its first official Australian e-store on Amazon.
Digital insight through UCaaS to improve customer experience - RingCentral
Wed, 11th May 2022
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crm
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uc
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cx
The introduction of UCaaS is revolutionizing customer service, providing greater visibility and reporting on call status and metrics.
SecureCo and IBM partner to deliver Intelligent Voice Platform
Mon, 9th May 2022
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uc
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cx
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martech
The partnership addresses the growing number of businesses seeking to digitally transform, by enabling operational optimisation and adaptive CX.
NICE CXone platform integration implemented with Regional Bank Australia
Mon, 9th May 2022
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uc
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data analytics
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fintech
NICE's CXone platform is successfully implemented by Regional Bank Australia, streamlining contact centre operations and supporting branches.
Direct routing calling on Microsoft Teams made easier in APAC
Mon, 9th May 2022
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uc
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microsoft
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cloud services
Symbio Holdings' Telcoinabox launches Unite Calling, a Microsoft Teams direct routing solution designed to simplify cloud calling for SMEs.
Versa Networks recognised as SASE leader in Govie Awards
Fri, 6th May 2022
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uc
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casb
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sase
Versa Networks has announced its SASE offering has been recognised in The Govies Government Security Awards competition by Security Today magazine.
Laybuy launches new AI chatbot Hugo using Ambit tech
Fri, 6th May 2022
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uc
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martech
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ai
Laybuy partners with fellow New Zealand company Ambit to launch conversational AI in a bid to support its international growth.
TechDay launches TelcoNews sites to meet growing demand
Thu, 5th May 2022
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uc
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network infrastructure
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contact centre
TechDay has launched three new TelcoNews sites to cater to our enterprise telecommunication technology audiences across Asia, Australia, and New Zealand.
Hootsuite 2021 Impact Report shows workforce more diverse
Wed, 4th May 2022
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uc
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clean technologies
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voip
Hootsuite's 2021 Impact Report reveals its efforts in social impact, diversity, equity, inclusion, and corporate responsibility.