Contact Centre stories - Page 59
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.
Avaya expands integration with Google Cloud AI
Thu, 21st Mar 2019
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This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
Silver Peak solution thwarts VoIP call dropouts
Wed, 20th Mar 2019
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uc
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network infrastructure
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sd-wan
Silver Peak's Unity EdgeConnect solution significantly reduces VoIP call dropouts, ensuring high-quality communications even over consumer-grade broadband.
VoiP new-comer upgraded and ready to take on NZ
Tue, 19th Mar 2019
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UFONE is an Auckland-based VoIP provider that has just completed a massive upgrade of its back-end and is ready to take on the market.
8x8 announces Google Cloud contact centre AI integration
Wed, 13th Mar 2019
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8x8 integrates its contact centre with Google Cloud's contact centre AI to improve customer service and productivity.
Why there’s a high demand for IT professionals in NZ
Tue, 12th Mar 2019
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uc
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devops
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hcm
DevOps and HR professionals are among the top skill shortages in New Zealand for the first half of 2019, according to Hays.
Hire company deepens equipment visibility with IoT
Mon, 11th Mar 2019
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uc
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spacetech
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public cloud
Kennards Hire has worked with Microsoft to develop an intelligent edge IoT system that will allow detailed monitoring and reporting across their assets.
How companies deploy AI to enhance the customer journey
Mon, 11th Mar 2019
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Customer-centric brands using advanced AI benefit from increased efficiency, loyalty, and revenue, according to a report sponsored by Genesys.
Nuance aims to reinvent agent AI for the contact centre
Thu, 7th Mar 2019
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contact centre
Nuance Communications unveils a new technology bundle to revamp Agent AI, merging human agents and AI for an enhanced customer experience in contact centres.
Optus Business to offer Cisco Meraki managed cloud networking
Thu, 7th Mar 2019
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partner programmes
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cisco
Cisco and Optus Business extend partnership to deliver managed cloud networking support through Cisco's Meraki system.
Cisco Live Melbourne: ‘Building the bridge to possible’
Wed, 6th Mar 2019
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uc
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network infrastructure
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digital transformation
This week Cisco is building ‘the bridge to possible’ to more than 8000 people expected to attend the Cisco Live 2019 conference in Melbourne.
8x8 bolsters ANZ channel momentum with four new hires
Wed, 6th Mar 2019
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uc
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partner programmes
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contact centre
8x8 strengthens its cloud communications presence in Australia and New Zealand with four new hires to boost support for resellers and channel partners.
Optus Business to offer UC platform powered by Cisco
Wed, 6th Mar 2019
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uc
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cisco
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contact centre
Optus is currently the first and only tier one telco in Australia to deploy the BroadCloud platform as a complete cloud-based solution.
The future of insurance in Aotearoa
Thu, 28th Feb 2019
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martech
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ai
The insurance industry in New Zealand is on the brink of transformation with AI, machine learning, and IoT, promising faster, more transparent services.
Why 87% of APAC SMBs are moving to the cloud
Wed, 27th Feb 2019
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open source
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cloud services
A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.
Can UCaaS services eliminate the need for investment in infrastructure?
Tue, 26th Feb 2019
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uc
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datacentre infrastructure
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hyperscale
UCaaS is one of the fastest growing markets and is experiencing extensive pressure to evolve and keep up with the latest collaboration trends.
Ribbon’s Microsoft-certified SBC powers Pure IP’s new direct routing offer
Mon, 25th Feb 2019
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uc
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microsoft
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voip
Pure IP has added the SBC 5400 to its suite of Ribbon products in order to offer Microsoft Direct Routing to its enterprise customers.
How AI benefits customer service
Mon, 25th Feb 2019
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martech
Advanced analytics techniques for customer care are finally moving from the lab to production, using machine learning and AI to find context in customer data.
Atlas Gentech snags Jabra distribution deal
Thu, 21st Feb 2019
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martech
Jabra appoints Atlas Gentech as its official New Zealand distributor for contact centre and enterprise audio products, boosting UC deployment capabilities.
‘Digital twins’ entering mainstream use sooner than expected
Wed, 20th Feb 2019
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uc
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datacentre infrastructure
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martech
The term ‘digital twin’ may sound foreign to some, but Gartner says it is rapidly becoming established among modern organisations.
Exclusive: Ping Identity on security risk mitigation
Tue, 19th Feb 2019
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uc
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mfa
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multi-cloud
As data breaches surge, Richard Bird of Ping Identity discusses how organisations can tailor security measures to mitigate unique cyber risks in the cloud era.