Contact Centre stories - Page 29
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.
Adobe and Microsoft expand cloud productivity partnership
Fri, 8th Sep 2017
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uc
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public cloud
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martech
Adobe Sign is now Microsoft's preferred e-signature solution; Microsoft Teams now preferred chat-based workspace across Adobe Cloud Services.
Learn how to learn, find global opportunities - Xero CEO
Mon, 28th Aug 2017
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uc
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fintech
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financial systems
Xero CEO Rod Drury inspires Hawke's Bay youths with tales of tech hub potential and the power of continuous learning.
Gartner hype cycle outlines the technologies for workforce digital dexterity
Mon, 21st Aug 2017
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uc
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digital signage
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data analytics
Augmented data discovery, personal analytics, conversational UI and virtual assistants - welcome to the digital workplace of the - near - future.
Tech connects Skype users with non-Skype users - earns Microsoft certification
Thu, 3rd Aug 2017
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uc
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public cloud
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microsoft
Pexip Infinity Fusion allows Skype for Business meetings and calls to be joined by non-Skype users using video teleconferencing.
Surging demand among businesses for more interactive enterprise messaging
Tue, 25th Jul 2017
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uc
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martech
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agentic ai
Ovum's survey explored the rapidly-evolving business-to-consumer communications market with some interesting findings.
Seven pieces of the IOT puzzle from Microsoft
Fri, 14th Jul 2017
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uc
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public cloud
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iot
Microsoft unveils an expansive IOT toolkit, poised to revolutionise business, healthcare, and government operations.
Going rogue: The challenges of AI in customer service
Tue, 27th Jun 2017
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crm
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uc
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cx
AI technologies are becoming increasingly sophisticated, and can add immense value to organisations — but they are by no means foolproof.
Sennheiser: 'Why your unified communications solution needs us'
Thu, 15th Jun 2017
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uc
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headsets
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contact centre
So you deployed your world class, award winning, enterprise transforming, non-covfefe unified communication solution….but something's not quite right.
Pegasystems announces AWS integration in customer service solution
Thu, 8th Jun 2017
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crm
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uc
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hyperscale
Pega clients can now embed the Amazon Connect experience directly into Pega Customer Service to provide agents with full customer context.
Trustwave exposes backdoor in DblTek devices; vendor issues poor patch & goes silent
Mon, 6th Mar 2017
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uc
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voip
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contact centre
DblTek left vulnerabilities in its IoT devices, tried to hide the vulnerability, issued shoddy patches and cut off all contact with Trustwave.
The biggest tech & digital trends we're getting excited about this year
Mon, 20th Feb 2017
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uc
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data analytics
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martech
We're at a huge moment in time for the digital and technology world. With new ideas testing the boundaries, we're entering an exciting new phase.
IBM Watson has a new job: Cognitive cybersecurity expert
Wed, 15th Feb 2017
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uc
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martech
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cybersecurity
Watson has spent the past year training in cybersecurity language from more than one million security documents, and is now being integrated into SOC.
The chatbot comeback – is your business ready?
Thu, 19th Jan 2017
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uc
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martech
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agentic ai
Despite being born in 2011, it has only been in the last couple of years that businesses have begun to realise how valuable chatbots could be.
Why becoming part of the 'Republic of Digital' will increase your profitability
Mon, 16th Jan 2017
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uc
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contact centre
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cognizant
The global impact of digital transformation is estimated at $20 trillion, creating the 'Republic of Digital' valued at $6.6 trillion.
Your brand needs something else before it has a digital transformation
Mon, 14th Nov 2016
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uc
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digital transformation
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cx
Customer experience management helps your brand to understand the digital and real-world touchpoints your customer values.
Microsoft Teams - a workspace for those who 'don't do email'
Mon, 7th Nov 2016
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uc
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microsoft
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cisco
Transforming the way that work gets done means shifting from legacy industrial norms to modern digital processes and workflows.
Snapchat and Skype not up to scratch with user privacy
Tue, 25th Oct 2016
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uc
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data privacy
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snap
Snapchat and Skype amongst apps not protecting user privacy, according to Amnesty International. Only 3 of 11 tech firms provide end-to-end encryption.
Are chatbots just a fad? One app developer shares his thoughts
Mon, 10th Oct 2016
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uc
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martech
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ai
Based on a computer program that mimics conversations with people using artificial intelligence, chatbots can transform the way people interact.
Ignite 2016: Move your business communication to Skype
Thu, 29th Sep 2016
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uc
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microsoft
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voip
Over the past year we've been working on making the best experience for communicating with others, across all the devices you use for work.
The incredible system that every IT department needs
Sat, 24th Sep 2016
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uc
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network infrastructure
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sdn
Discover Netscout, the hidden gem revolutionising IT monitoring with InfiniStream, the 'big data device' essential for any tech department.