Contact Centre stories - Page 10
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.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
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public cloud
The company's Public Sector Partner Program grew almost 40% this year, with more than 800 partners now on board.
Park Place opening EMEA ops centre in Cork, jobs up for grabs
Tue, 27th Nov 2018
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uc
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hyperscale
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dc
The world's largest post-warranty data centre maintenance organisation has announced that it will be opening its new EMEA Operations Centre in Cork, Ireland.
Soul Machines on a hot streak as more firms invest
Mon, 29th Oct 2018
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agentic ai
Soul Machines gains US$2M from parent firm UniServices, boosting a US$15M drive. The Auckland AI company collaborates with Daimler on digital human tech.
Exclusive: An inside look at Lenovo's AI initiatives
Wed, 29th Aug 2018
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digital transformation
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Lenovo's AI initiatives include the launch of Lenovo Intelligent Computing Orchestration (LiCO) to simplify AI model development. #AI #Lenovo.
PON market on track to hit US$7b in under 5 years
Tue, 31st Jul 2018
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Dell'Oro's Broadband Access 5-Year Forecast Report examines how the passive optical network will grow in the near future.
Opinion: Why data centres are migrating from the suburbs to the CBD
Thu, 12th Jul 2018
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hybrid cloud
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hyperscale
Data centre operators used to desire large plots on the fringes of city metros, but AU-based Charles Fortin says this ideal is beginning to change.
CX perception gap means opportunities for channel
Thu, 7th Jun 2018
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cx
A new survey from Mitel shows that businesses' customer experience isn't as good as they think - but tech could be a big part of the solution.
CHANNEL SUCCESS: NEC taps Baycom as its best kiwi UC partner
Tue, 29th May 2018
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partner programmes
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The recognition follows the establishment of NEC Australia's official partner program for New Zealand in 2017.
Interview: Unravelling the myths of chatbot security and identity theft in banking
Mon, 5th Mar 2018
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mfa
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martech
Banks in Australia are embracing artificial intelligence chatbots for customer service, but face security risks.
AI causing consumer concern about data privacy: 61% say govt should take action
Fri, 8th Dec 2017
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data protection
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martech
Artificial intelligence is causing concern among consumers worldwide because it could potentially infringe on their privacy.
Ever wanted to know how Xero does incident management?
Wed, 4th Oct 2017
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devops
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fintech
DevOpsDays Auckland commenced yesterday, featuring a packed schedule of talks on incident management and the use of chatbots.
Exclusive: Frost & Sullivan outlines the 'massive' AI opportunity for resellers
Mon, 21st Aug 2017
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supply chain
Local integrators and resellers are yet to fully capitalise on the AI opportunity - and it's a 'massive' opportunity says Frost & Sullivan.
Talend: The reality of the artificial intelligence revolution
Wed, 26th Apr 2017
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martech
Talend's Jason Bissell demystifies AI, citing its growth in Asia and promising advancements in both daily life and scientific discovery.
Bankrupt Avaya enters asset purchase agreement - ANZ MD assures partners
Wed, 8th Mar 2017
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network infrastructure
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Avaya earlier this year filed for bankruptcy and has now announced it has entered into an asset purchase agreement with Extreme Networks.
Enghouse offering local resellers new hosting opportunity
Thu, 23rd Feb 2017
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enghouse interactive
Enghouse Interactive is about to launch a new self service IVR platform locally and it's on the hunt for resellers to provide hosted versions.
Avaya files for bankruptcy, looks for a new path
Fri, 20th Jan 2017
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network infrastructure
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sdn
Networking giant Avaya seeks revival with Chapter 11 filing, aiming to slash debt and refocus business strategy.
Big Data and business analytics a $200 billion industry
Wed, 5th Oct 2016
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data analytics
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martech
Global market for big data and business analytics set to exceed $203bn by 2020, says IDC forecast. Banking and manufacturing driving growth.
JCurve Solutions covers ERP cloud bases with six new strategic partnerships
Fri, 30th Sep 2016
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fintech
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financial systems
JCurve's ERP cloud landscape grows with strategic deals in eCommerce, banking and more, boosting SMB efficiency across ANZ.
Ignite 2016: Move your business communication to Skype
Thu, 29th Sep 2016
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microsoft
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voip
Over the past year we've been working on making the best experience for communicating with others, across all the devices you use for work.
ShoreTel snaps up Aussie VoIP provider
Fri, 6th Nov 2015
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voip
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contact centre
ShoreTel snaps up Aussie hosted VoIP specialist M5 Networks in a move designed to bring a ShoreTel hosted voice solution to the region.