Contact Centre stories - Page 8
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.
Datagate and NetSapiens partner to empower MSPs
Wed, 28th Jul 2021
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uc
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partner programmes
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risk & compliance
Datagate Innovation has partnered with NetSapiens to help managed service providers better understand their operations and grow their businesses.
EXCLUSIVE: The right to repair & why NZ must rethink the e-waste problem
Fri, 11th Jun 2021
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uc
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supply chain
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apple
What if there was a way to extend the lifespan of products before they end up in landfill? Device repairability seems like a logical step.
Dell unveils hybrid client to support evolving IT and user needs
Fri, 12th Mar 2021
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uc
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network infrastructure
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microsoft
Dell Technologies launches Dell Hybrid Client, a centrally managed client software solution for mobile and desktop devices.
AvePoint continues channel investment with new hire
Wed, 10th Feb 2021
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uc
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partner programmes
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microsoft
AvePoint appoints Jason Beal as SVP of Global Channel and Partner Ecosystems to expand relationships with service providers and integrators.
SMX partners with Microsoft to deliver email security solution for Office 365
Tue, 15th Dec 2020
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uc
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partner programmes
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email security
Email security provider SMX has launched its second co-sell solution since joining Microsoft's key partner programme.
Kroll expands data breach notification support for AU businesses
Fri, 13th Nov 2020
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uc
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breach prevention
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cybersecurity
Risk solutions provider Kroll has expanded its breach notification services to assist Australian organisations with data breaches.
Genesys 'Leader' in Magic Quadrant for contact centre-aaS
Thu, 12th Nov 2020
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crm
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uc
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martech
Genesys named a Leader for completeness of vision in the 2020 Gartner Magic Quadrant for Contact Centre as a Service.
Microsoft to launch cloud service for healthcare firms
Mon, 28th Sep 2020
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uc
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healthtech
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microsoft
Microsoft is launching a dedicated cloud service for healthcare, aiming to improve connectedness for healthcare firms and patients.
IDC: Worldwide spending on AI to double over next four years
Thu, 27th Aug 2020
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uc
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martech
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supply chain
Global spending on artificial intelligence (AI) is set to double by 2024, reaching $110 billion, according to research firm IDC.
Genesys launches multi-cloud architecture for contact centres
Wed, 19th Aug 2020
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crm
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uc
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public cloud
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
Microsoft spruces up Teams platform with several new features
Thu, 16th Jul 2020
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uc
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hybrid & remote work
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microsoft
A new set of features to help virtual interactions become more engaging as the world pivots towards a stronger combination of remote and in-office working.
Kiwis and Aussies among most concerned globally about data privacy
Mon, 29th Jun 2020
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uc
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data protection
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data privacy
New research from Genesys finds the two neighbours value their data privacy more than other regions - but, as always, there are key differences of opinions too.
Expansion adds on-prem access to Acronis Cyber Protect solution
Tue, 16th Jun 2020
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malware
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uc
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cybersecurity
Acronis expands its Cyber Protect product to on-premise, enabling IT teams to test a new beta solution that addresses remote work cybersecurity needs.
How SD-WAN can relieve home office networking pains
Wed, 10th Jun 2020
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uc
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vpns
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network infrastructure
Remote working has tested how well every organisation's remote connectivity can scale, particularly in areas such as VPN infrastructure and connection quality.
AWS and Slack enter strategic partnership
Fri, 5th Jun 2020
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uc
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hyperscale
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public cloud
Amazon Web Services and Slack unveil a multi-year partnership to enhance enterprise collaboration, integrating AWS's cloud tools directly into Slack's platform.
RingCentral launches new partner programme
Thu, 4th Jun 2020
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uc
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partner programmes
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contact centre
Enables qualifying partners to manage the sales process end-to-end for opportunities for organisations of up to 400 employees.
Businesses must understand the link between empathy and personalisation
Mon, 1st Jun 2020
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crm
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uc
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data analytics
A Genesys survey reveals a key relationship between empathy and personalisation in customer service, highlighting gaps where businesses can improve.
Business as usual during COVID-19 for Aus company SafetyCulture
Thu, 7th May 2020
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uc
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hybrid & remote work
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contact centre
SafetyCulture, an Australian safety software firm, maintains normal operations during COVID-19 using 8x8 cloud platforms, supporting its 350 global staff.
Cloud wins big in Q1 2020 as remote work drives record demand
Fri, 1st May 2020
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uc
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hyperscale
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public cloud
Research released today by Canalys reveals cloud infrastructure services spending grew 34% in Q1 2020, hitting US$31 billion in the quarter.
NEC enters comms-aaS market with new partnership
Thu, 23rd Apr 2020
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crm
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uc
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digital signage
NEC teams up with Intermedia to launch new cloud-based unified communications and contact centre solutions, expanding their global reach and market presence.