Contact Centre stories - Page 28
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.
Why the future of customer experience is both human and machine
Fri, 2nd Feb 2018
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crm
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uc
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cx
Touchpoint's CEO says when it comes to customer experience don't believe the 'robot revolution' will happen overnight.
Kiwi company takes UC security to a multi-billion dollar toll fraud problem
Wed, 31st Jan 2018
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uc
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cybersecurity
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avaya
A local Auckland company is vowing to put a dent in the billions of dollars lost to toll fraud across unified communications (UC) networks.
Cybersecurity experts offer critical advice on eve of Data Protection Day
Sat, 27th Jan 2018
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uc
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data protection
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data privacy
The day is about raising awareness and promoting privacy and data protection - we have 5 experts providing insights, with GDPR a strong factor.
New to VR? Here's how you can use it in the workplace
Mon, 22nd Jan 2018
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uc
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martech
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it automation
Virtual reality isn't just for gamers; it's transforming workplaces by enhancing team building, customer experience, and remote collaboration. Here's how.
Kiwi institution picks up major Australian Govt. contract
Wed, 10th Jan 2018
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crm
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uc
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martech
Datacom has secured a three-year contract with the Australian Department of Home Affairs to provide client inquiry services.
Businesses MUST prepare: World's cybersecurity big guns forecast 2018
Mon, 11th Dec 2017
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malware
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uc
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ransomware
What will 2018 bring? We've brought together a line-up of cybersecurity heavyweights to provide their opinions on various topics for the year ahead.
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.
Five core principles for developing AI for business
Mon, 4th Dec 2017
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uc
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martech
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ai
Kriti Sharma, Sage VP of bots and AI talks about the fundamentals of AI today and where it's headed in the future.
Microsoft teams up with TomTom to launch Azure Location Based Services
Fri, 1st Dec 2017
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uc
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public cloud
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iot
Microsoft is launching a new Azure service that aims to meet the geospatial needs enterprise customers that use location data.
Interview: Humans vs. Machines - the importance of knowing who is better at what
Tue, 28th Nov 2017
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uc
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hybrid cloud
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data analytics
Qlik's Josh Good discusses blending human intuition with AI for better data analytics in an exclusive interview.
Meg Whitman to leave HPE CEO position early next year
Wed, 22nd Nov 2017
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uc
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contact centre
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hpe
Meg Whitman will step down as HPE CEO early next year, with President Antonio Neri to assume the role from 1st February 2018. Whitman remains on the board.
IoT, AI and mobile gaming in the spotlight at startup festival
Thu, 16th Nov 2017
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gaming
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uc
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martech
Over the next three days, more than 300 startups will congregate in Taiwan's capital for three days full of innovation, networking, and fun.
How telcos can win the CX race
Wed, 1st Nov 2017
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crm
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uc
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cx
Maintaining a high standard of CX is now the key differentiating factor between industry leaders and laggards.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Tue, 24th Oct 2017
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crm
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uc
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martech
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco's collaboration offerings.
Nouveau Labs aims to reinvent AI, analytics and automation
Tue, 17th Oct 2017
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robots
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uc
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data analytics
Bangalore-based Nouveau Labs sets course to lead in AI with a new centre for robotic automation, bolstering its analytics and cognitive tech operations.
Oracle - making the cloud more intelligent & autonomous
Tue, 10th Oct 2017
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uc
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datacentre infrastructure
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hyperscale
Oracle's AI-driven cloud aims to cut costs and complexity, heralding a new era for enterprise IT efficiency and autonomy.
How to restore customer loyalty after a data breach
Fri, 6th Oct 2017
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crm
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uc
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cx
Businesses must elevate their customer experience to regain trust after data breaches, with transparency and automation key to loyalty.
Microsoft unveils new 365, Dynamics and Azure features at Ignite
Tue, 26th Sep 2017
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virtualisation
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edutech
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uc
The company talked about it's aiming to enable customers to harness data, AI, hybrid and cloud technologies to evolve business process.
Bot services market worth US$1,783.9m by 2022 – APAC the driver
Wed, 20th Sep 2017
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uc
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hyperscale
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public cloud
A new research report from MarketsandMarkets has forecast very positive times ahead for the bot services market, with APAC leading the way.
Microsoft rolls out guest access feature for Teams
Wed, 13th Sep 2017
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uc
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public cloud
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microsoft
The feature was designed with the principles of teamwork, security & compliance, and IT manageability in mind.