Contact Centre stories - Page 16
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.
AI go-to investment for financial services sector, spend increases to US$4.29bn
Wed, 30th Dec 2020
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uc
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fintech
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martech
AI spending in Asia/Pacific's financial services sector is set to reach $4.29bn by 2024, with a CAGR of 22.1% from 2019-2024, according to IDC.
Artificial intelligence key to NZ's economic future - report
Fri, 18th Sep 2020
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uc
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martech
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supply chain
AI adoption vital for New Zealand's economic future, says Accenture. Employee adoption remains a key barrier to scaling the technology.
APAC network-attached storage revenue to reach $8.9 billion
Fri, 18th Sep 2020
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storage
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uc
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data analytics
Network attached storage has emerged as a viable alternative to the traditional storage mechanism in the Asia Pacific.
Hybrid way of working the new normal - Microsoft
Thu, 30th Jul 2020
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hybrid & remote work
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microsoft
Hybrid working will be the new normal in Asia Pacific, says Microsoft. Remote work has accelerated technology adoption.
Cloud-based products 'outshining' traditional IT offerings in APAC
Tue, 9th Jun 2020
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uc
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hyperscale
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public cloud
Cloud-based products are outshining traditional products as the demand for resilient business continuity surges in the APAC region, according to GlobalData.
IT services industry to have a 'dismal' 2020
Mon, 11th May 2020
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uc
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hybrid & remote work
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it services
New research from GlobalData suggests the impact of COVID-19 and the great shift to remote working does not bode well for the industry.
Familiar face returns to Microsoft NZ as enterprise director
Tue, 5th May 2020
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uc
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microsoft
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voip
No stranger to Microsoft, Bain spent seven years at the tech giant working with both enterprise customers and partners.
Increased digital adoption is silver lining for vendors during pandemic
Thu, 23rd Apr 2020
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uc
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martech
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iot
APAC IT vendors have a significant revenue growth opportunity in digital transformation post-COVID-19, says GlobalData. Increased digital adoption expected.
Contact centre resiliency vital during COVID-19 crisis
Tue, 21st Apr 2020
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crm
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martech
As COVID-19 strains Asia-Pacific B2C sectors, resilient contact centres become essential, says GlobalData. Experts highlight cloud and AI solutions.
Vodafone NZ update: demand for internet remains 'incredibly high'
Fri, 17th Apr 2020
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uc
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hybrid & remote work
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voip
Vodafone NZ reports a 60% rise in voice calls and a 688% increase in video conferencing tool usage amid New Zealand's level 4 lockdown.
AI revenue in APAC to hit almost USD$30 billion by 2024 - report
Wed, 15th Apr 2020
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martech
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ai
GlobalData has today revealed that the revenue of AI platforms will grow at a compound annual growth rate (CAGR) of 26.8% between 2019 and 2024.
Research: ANZ AI market to grow nearly 30% by 2024
Wed, 15th Apr 2020
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uc
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martech
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ai
Analyst firm GlobalData says that revenue across APAC will grow to US$29.3 billion by the same year, driven by growing government acceptance.
Deep learning seeing widespread adoption in APAC region
Fri, 27th Mar 2020
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uc
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martech
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ai
Deep learning is driving AI growth in the APAC region, with the market expected to account for 30% of global AI revenue, USD $97.5 billion by 2024.
Vodafone urges customers to go digital, expects call times to increase
Tue, 24th Mar 2020
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crm
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uc
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martech
Vodafone NZ advises customers to use digital customer service methods to reduce reliance on call centres during COVID-19 pandemic.
APAC business process outsourcing market set to grow
Wed, 11th Dec 2019
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uc
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contact centre
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outsourcing
The APAC business process outsourcing market is projected to grow at a 10% CAGR from 2018 to 2023, reaching USD $120.4 billion, according to GlobalData.
Asia shines at Frost & Sullivan Asia-Pacific Best Practices Awards
Wed, 20th Nov 2019
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uc
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healthtech
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contact centre
Award recipients have consistently demonstrated outstanding achievement and superior performance amidst the changing business landscape.
Frost & Sullivan, DMG recognise Verint for APAC market share
Tue, 15th Oct 2019
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crm
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martech
Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Contact centre market to see 14.6% CAGR over next five years
Fri, 12th Jul 2019
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crm
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uc
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martech
The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
Are AI assistants teaching girls to be servants?
Thu, 23rd May 2019
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uc
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martech
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agentic ai
AI assistants with female voices reinforce harmful gender stereotypes, according to a UN study. Biases in tech could widen the digital skills gap for women.
Novum Networks & Tollring bring call analytics to APAC
Tue, 23rd Apr 2019
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uc
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data analytics
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martech
Australian firm Novum Networks teams with Tollring to offer powerful call analytics via iCall Suite in APAC, enhancing BroadSoft VoIP capabilities for users.