Contact Centre stories - Page 27
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.
Broken brand promises cost businesses customers in ANZ
Wed, 16th Feb 2022
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edutech
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crm
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uc
New research by Qualtrics shows making sure the customer experience matches consumer expectations will be vital to retaining customers in 2022.
Neat announces new channel developments in ANZ to meet growing demand
Tue, 15th Feb 2022
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uc
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partner programmes
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digital entertainment
UK video device company Neat has partnered with Dicker Data to meet the growing demand for its Zoom enabled solutions in the ANZ region.
Access4 announces strategic global partnership with UJET
Tue, 15th Feb 2022
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crm
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cx
Access4 will now offer UJET's cloud contact centre solutions to assist in unifying and enhancing the customer experience.
Alcatel-Lucent teams up with Uplinx for new opportunities in public sector
Fri, 11th Feb 2022
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uc
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converged infrastructure
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partner programmes
Alcatel-Lucent Enterprise partners with Uplinx Advanced Services to target new opportunities in the public sector.
Organisations fail to deliver on growing customer demands
Thu, 10th Feb 2022
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edutech
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crm
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uc
Over half of customer service agents struggle with accurately recording customer requests, leading to frustration, according to a study by Pegasystems.
NZ's first year for Diploma in Cyber Security a success
Thu, 10th Feb 2022
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edutech
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uc
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cybersecurity
In response to the growing demand for skilled cybersecurity specialists, the Ara Institute of Canterbury established the Diploma in Cyber Security.
NICE expands its strategic partnership with Google
Wed, 9th Feb 2022
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crm
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uc
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data analytics
NICE has announced the expansion of its partnership with Google and the optimisation of CXone, its cloud native customer experience platform, for Chrome OS.
TechCollect NZ, Warehouse Stationery offer e-waste recycling in handful of stores
Wed, 9th Feb 2022
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uc
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noel leeming
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voip
While it's a step in the right direction towards managing NZ's e-waste, the lack of accessible locations means that many Kiwis miss out.
Logitech focuses on work meetings with AI powered RightSight 2
Wed, 9th Feb 2022
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uc
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ai
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hybrid & remote work
The Logitech RightSight 2 uses audio and video AI to detect people's placement in the room and the location of their voices.
Business to business: Top tips for becoming a trusted eCommerce supplier in 2022
Tue, 8th Feb 2022
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uc
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martech
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e-commerce
Clocking up fewer sales calls and booking more business via your company website these days? You and just about every other B2B business owner in Australia.
'Robo-advice' a low-cost option for financial planning
Tue, 8th Feb 2022
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uc
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fintech
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martech
Only two firms offer low-cost computer-generated financial advice in New Zealand, despite it being available for four years.
HireVue announces new CEO as former takes on new role
Tue, 8th Feb 2022
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uc
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martech
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ai
As Kevin Parker retires, taking on a new role, video interviewing, assessment, and text-enabled recruitment company, HireVue, has shared news of its new CEO.
LogMeIn changes name to GoTo; releases new product portfolio
Thu, 3rd Feb 2022
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smb
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contact centre
LogMeIn rebrands as GoTo, specializing in IT services for SMBs. New product portfolio includes GoTo Resolve and GoTo Connect. New partner network also launched.
Martello launches Vantage DX on Microsoft Azure Marketplace
Wed, 2nd Feb 2022
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uc
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public cloud
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hybrid & remote work
Martello Technologies Group has announced its Vantage DX solution is now available in the Microsoft Azure Marketplace.
Keeping automation human centric
Mon, 31st Jan 2022
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crm
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uc
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martech
No matter where businesses are in their digital transformation, sooner or later, implementing automation processes will become a daily activity.
Matterport brings on new managing director for APAC
Fri, 28th Jan 2022
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uc
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martech
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digital twins
Real estate technology company Matterport has hired Ben Corser as its new managing director for Asia-Pacific, as it looks to expand in the region.
Verloop.io and Vonage partner to deliver conversational AI
Wed, 19th Jan 2022
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crm
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uc
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martech
Verloop.io partners with Vonage to expand conversational AI applications across multiple channels, including WhatsApp and Facebook Messenger.
Analysis: AI the way of the future for modern contact centres
Tue, 18th Jan 2022
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crm
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uc
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data analytics
AI technology is set to revolutionize contact centres, says NICE. Companies that don't embrace it risk falling behind.
How to achieve a successful Microsoft Teams migration
Thu, 13th Jan 2022
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uc
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migration
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data analytics
Migrating to Microsoft Teams can be complex and difficult, leading to tenant sprawl and content chaos, causing headaches for IT pros.
Chatbots a major player in business growth according to new research
Mon, 10th Jan 2022
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uc
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martech
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open source
UK chatbot market set to boom, with spending on AI systems predicted to reach $77.6bn in 2022, according to Chatbot Trends Report 2021.