Contact Centre stories - Page 9
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.
IBM supports Lenovo Data Center Group with blockchain-powered customer service
Mon, 29th Apr 2019
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crm
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datacentre infrastructure
Lenovo Data Center Group will now leverage IBM's blockchain and cognitive services to improve its customer care.
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.
'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.
IBM opens up Watson to run on anything, anywhere
Wed, 13th Feb 2019
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uc
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public cloud
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martech
IBM opens up Watson AI across any cloud, championing industry-wide transformation by breaking data silos and offering seamless AI integration.
IBM wins multi-million dollar cloud deal
Fri, 8th Feb 2019
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uc
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private cloud
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public cloud
IBM will use its cloud infrastructure to support Smart Energy Water in a multi-year, multi-million USD deal aimed at transforming global utilities.
Gartner: Infrastructure services moving beyond the edge
Tue, 4th Dec 2018
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uc
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network infrastructure
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hyperscale
Gartner reports infrastructure service providers must expand beyond edge computing, embracing digital touchpoints to meet evolving customer demands.
simPRO launches VoIP solution in NZ
Fri, 30th Nov 2018
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uc
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voip
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contact centre
Job management company simPRO has rolled out a new VoIP phone solution for New Zealand trade service businesses.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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uc
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
AWS offers inside look at its work with the public sector
Thu, 29th Nov 2018
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uc
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hyperscale
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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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uc
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martech
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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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uc
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digital transformation
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martech
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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uc
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hyperscale
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dc
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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uc
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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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crm
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uc
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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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uc
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partner programmes
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contact centre
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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uc
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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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uc
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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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uc
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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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uc
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martech
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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.