Contact Centre stories - Page 54
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.
Five ways robotic process automation is improving the public sector – FTS Data & AI
Tue, 17th Sep 2019
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cx
Robotic Process Automation (RPA) is revolutionising the public sector, streamlining services and reducing costs while improving efficiency and service quality.
Vodafone pumps $10m into dedicated customer service team
Tue, 10th Sep 2019
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crm
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cx
Vodafone’s ‘X Squad’ will kick off in October, and will continue to scale up over the remainder of this calendar year.
Do ANZ companies care about AI ethics as much as they should?
Tue, 10th Sep 2019
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ai
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contact centre
A new study by Genesys reveals that while 80% of ANZ employers plan to integrate AI, over half lack written policies on its ethical use, raising concerns.
Cricket Australia forges new bonds through Microsoft Teams
Thu, 5th Sep 2019
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uc
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microsoft
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collaboration
It started with a rollout in Cricket Australia’s national technology team, leading to the establishment of 40 Teams across the technology group.
Avaya to showcase latest AI-powered applications at GITEX 2019
Tue, 3rd Sep 2019
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uc
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ai
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avaya
Avaya will unveil their latest AI-powered applications, highlighting cutting-edge advancements in AI and collaboration tech, at GITEX Technology Week 2019.
Are they listening? Kiwis wary of smart devices
Mon, 2nd Sep 2019
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uc
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martech
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digital entertainment
While talking aloud, a voice-activated, home-based smart speaker asked for more info - even though it was not turned it on.
Aussie organisations lack understanding of AI, report finds
Thu, 29th Aug 2019
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uc
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martech
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Although the report exposes the shortcomings of local enterprises, the research revealed there are positive signs ahead.
Why embracing cloud-based communication applications can give retailers a boost – 8x8
Wed, 28th Aug 2019
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contact centre
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8x8
For the Australian retail sector, finding ways to cut costs and improve productivity has never been more important.
VMware announces new features on Workspace ONE platform
Tue, 27th Aug 2019
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virtualisation
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network infrastructure
VMware introduces enhanced security, multi-cloud VDI features, and concierge services for its Workspace ONE platform, aiming to boost productivity.
OutSystems gains new certifications for cloud security compliance
Wed, 21st Aug 2019
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uc
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cloud security
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martech
These certifications demonstrate the level of commitment OutSystems has to ensuring the privacy and protection of its customers’ data in the cloud.
Sennheiser's business ceiling microphone certified for Microsoft Teams
Tue, 20th Aug 2019
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uc
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microsoft
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video conferencing
Sennheiser’s ceiling microphone the TeamConnect Ceiling 2 is now part of the official Microsoft Teams Rooms offer.
Moving to a low-code content future - Hyland
Tue, 20th Aug 2019
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uc
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digital transformation
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martech
What was once a case of ‘build once, update seldom’ has changed to the point where constant pressure requires software to continuously evolve.
Kiwi employees embracing a future of AI
Fri, 16th Aug 2019
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robots
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ai
A multinational survey by Genesys reveals New Zealand employees lead in embracing AI in the workplace, showcasing unparalleled confidence and ethical trust.
RingCentral Australia signs with Mia Distribution
Mon, 12th Aug 2019
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martech
Specialist unified communications distributor automates local hardware fulfilment and provisioning for RingCentral partners and customers.
Knock technology off its pedestal, expert says
Thu, 8th Aug 2019
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martech
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hybrid & remote work
New Zealand tech expert says it's time to prioritize people over technology in the workplace, as face-to-face communication is crucial for productivity.
Aussie company launches new chatbot service for homeless youth
Wed, 7th Aug 2019
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crm
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martech
Set to launch in March 2020, the chatbot is currently in design and testing and is the biggest change to the Ask Izzy platform since 2016.
Why Microsoft's Slack beater is winning hearts and market share
Fri, 2nd Aug 2019
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uc
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healthtech
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microsoft
Microsoft Teams soars as the heart of workspace productivity, now used daily by over 13 million in 181 countries.
Alibaba Cloud and SACEOS set sights on Singapore’s hospitality industry
Thu, 1st Aug 2019
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uc
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martech
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At SMF 2019 the pair signed a MOU to promote upskilling and technology collaborations to keep Singapore as top MICE destination in Asia.
Facebook faces new frontiers with real time brain-to-text research
Thu, 1st Aug 2019
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martech
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ar, vr & metaverse
Facebook and UCSF are pioneering brain-computer interfaces to develop AR glasses enabling hands-free, real-time brain-to-text communication.
Cloud brings billions of dollars to Australia, says AWS
Tue, 30th Jul 2019
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uc
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hyperscale
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public cloud
New research quantifies the productivity gains, job growth, and increased global business opportunities driven by cloud computing.