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.
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.
8x8 video conference usage up 1000%
Sat, 4th Apr 2020
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uc
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hybrid & remote work
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video conferencing
8x8 Video Meetings platform sees monthly active users reach nearly 4.5 million worldwide, as video conferencing adoption accelerates.
Data traffic soars as world turns to internet for work & play
Mon, 23rd Mar 2020
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uc
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network infrastructure
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datacentre infrastructure
Internet traffic surges as global communities turn to digital platforms for work, communication, and entertainment amid coronavirus lockdowns.
CommsChoice expands routing capability to support UC future
Thu, 12th Mar 2020
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uc
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hybrid & remote work
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microsoft
The company focused on expanding its Session Border Controller (SBC) network in several locations: Sydney, Singapore, London, Frankfurt, San Jose and Virginia.
Tritium transforms global communications with RingCentral Australia
Thu, 20th Feb 2020
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uc
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productivity
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contact centre
Tritium has chosen RingCentral Australia as its global communications solution as it looks to support rapid growth and enhance employee productivity.
Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
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uc
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cx
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martech
Boomi has revealed the winners of its annual customer awards, celebrating transformative projects on the Boomi Platform.
Customer service reps tired of not having the right tools - Pega
Tue, 10th Dec 2019
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crm
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uc
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martech
A global Pegasystems survey reveals 34% of customer service reps feel hampered by outdated software, highlighting a need for better tech solutions.
26% of leaders still “support fax as a communication channel”
Tue, 26th Nov 2019
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crm
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uc
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martech
A new Pegasystems survey shows Customer service representatives want to help but are frustrated with inadequate and outdated software.
Avaya makes contact-centre-as-a-service solution available on Azure
Mon, 7th Oct 2019
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saas
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crm
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uc
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Auckland tech firm Aider creates buzz in the United States
Thu, 25th Jul 2019
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uc
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martech
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ai
Auckland-based tech firm Aider is making waves in the US and Canada with the launch of its digital assistant, which integrates with popular platforms.
ANZ employees open to next-gen tech in the workplace
Wed, 24th Jul 2019
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uc
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ai
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contact centre
45% of Australians and 49% of New Zealanders appreciated specific tools such as AI and bots, because they believe it enables them to focus on other things.
HPE to offer entire portfolio as-a-Service by 2022
Wed, 19th Jun 2019
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saas
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uc
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hybrid cloud
HPE GreenLake aims to reset the digital opportunity for customers by providing a robust as-a-Service portfolio.
Microsoft's biggest announcements from Build 2019
Tue, 7th May 2019
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uc
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devops
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data analytics
Microsoft Build 2019 introduces new innovations for Microsoft 365, including features like Microsoft Graph data connect and the Fluid Framework.