Contact Centre stories - Page 23
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.
LoopUp appoints Leigh Henderson as director of consulting for Australia
Thu, 28th Jan 2021
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uc
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microsoft
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voip
As part of his new role, Henderson will oversee the execution of Microsoft Teams cloud telephony deployments, from initial planning to project delivery.
Phishing email attacks targeting remote workers on the rise
Mon, 25th Jan 2021
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uc
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phishing
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email security
Work from home-related phishing email attacks are increasing, with subjects like corporate policy changes becoming more popular, according to KnowBe4.
Why remote IT operations teams need a virtualised network operations centre
Fri, 22nd Jan 2021
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virtualisation
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uc
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devops
Virtualising the network operations centre (NOC) is essential for remote IT teams to work effectively, using tools such as group chat and automation.
Veeam Backup for Office 365 adds Microsoft Teams protection
Thu, 10th Dec 2020
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virtualisation
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uc
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dr
Veeam's latest version of Veeam Backup for Microsoft Office 365 adds purpose-built backup and recovery for Microsoft Teams.
ManageEngine recognised by Forrester for PIM and Chatbots
Thu, 3rd Dec 2020
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uc
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pam
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martech
Forrester Research has recognized ManageEngine as one of the top providers in privileged identity management (PIM) and chatbots for IT operations.
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.
Amelio Health takes out two gold awards for digital innovation
Wed, 21st Oct 2020
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uc
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martech
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healthtech
An Australian nurse has won two awards for her digital tech startup that aims to ease the stress of people living with persistent and chronic pain.
BlackBerry, Microsoft enter partnership for Teams integration
Tue, 13th Oct 2020
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uc
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partner programmes
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healthtech
BlackBerry integrates its critical event management platform, BlackBerry AtHoc, with Microsoft Teams for secure communication during crises.
Transform your home office tech to look and sound like a pro
Wed, 30th Sep 2020
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uc
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smart home
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digital entertainment
Boost your home office with pro-grade tech! Discover AVerMedia's Live Streamer CAM 313 and AM310 USB Microphone, both available for AU$149 each.
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.
Acronis announces new security endpoint solution
Fri, 11th Sep 2020
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malware
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uc
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ddos
Acronis launches new integrated solution, Acronis Cyber Protect 15, combining data protection and cybersecurity.
Unity4 and Daisee partner to automate CX quality management
Mon, 31st Aug 2020
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crm
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uc
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cx
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
Q&A: UiPath's Andrew Phillips decodes RPA for the modern business
Wed, 19th Aug 2020
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uc
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it automation
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rpa
Robotic process automation (RPA) is simplifying organizations' manual processes through digitization and automation, according to UiPath ANZ VP Andrew Phillips.
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.
Banks, government and health providers 'most trusted' with personal data
Wed, 22nd Jul 2020
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uc
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healthtech
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contact centre
Australians and New Zealanders trust banks, government agencies, and healthcare providers the most with their personal data, Genesys research reveals.
How technology is driving a better way to work
Fri, 17th Jul 2020
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uc
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martech
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it automation
Technology has long been feared as a job-stealer, but new tech like AI and automation can actually improve work conditions for employees.
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.
Vodafone NZ moves forward on digital reinvention with appointment of strategy officer
Tue, 7th Jul 2020
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uc
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contact centre
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recruitment
Mooney will be tasked with helping to guide the business through its ongoing reinvention towards becoming a more digitally focused business.
Oracle combines cloud automation with comms security in new solution
Thu, 18th Jun 2020
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uc
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cloud security
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it automation
Oracle's new AI-powered Communications Security Shield Cloud proactively shields enterprises from network threats, ensuring safer, real-time communications.
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.