Contact Centre stories - Page 7
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.
Hootsuite 2021 Impact Report shows workforce more diverse
Wed, 4th May 2022
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uc
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clean technologies
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voip
Hootsuite's 2021 Impact Report reveals its efforts in social impact, diversity, equity, inclusion, and corporate responsibility.
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.
Global adoption of 8x8 Voice for Microsoft Teams surpasses 100,000 users
Tue, 28th Sep 2021
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uc
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microsoft
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voip
8x8's voice solution for Microsoft Teams exceeds 100,000 business users globally with call recording and presence sync enhancements.
DDoS attacks plateau in second quarter - Kaspersky
Wed, 4th Aug 2021
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uc
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ddos
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email security
DDoS attacks have decreased by 38.8% compared to Q2 2020, with China leading in SSH attacks but losing ground overall, says Kaspersky.
8x8 adds new business messaging features to Microsoft Teams
Tue, 11th May 2021
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uc
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microsoft
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voip
8x8 has announced its new 8x8 Voice for Microsoft Teams app has now added SMS, MMS, and fax capabilities to extend the teams experience for users.
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.
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.
Cloud wins big in Q1 2020 as remote work drives record demand
Fri, 1st May 2020
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uc
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hyperscale
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public cloud
Research released today by Canalys reveals cloud infrastructure services spending grew 34% in Q1 2020, hitting US$31 billion in the quarter.
Boomi highlights four customers leading in digital transformation
Wed, 5th Feb 2020
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uc
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cx
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martech
Boomi has revealed the winners of its annual customer awards, celebrating transformative projects on the Boomi Platform.
M&A deals drop nearly 50% in one month, GlobalData report shows
Tue, 4th Feb 2020
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uc
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partner programmes
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contact centre
Merger and Acquisition (M&A) deals have totalled $17.03 billion globally in December 2019, according to new research from GlobalData.
2020 Prediction: The rise of meaningful communication
Fri, 13th Dec 2019
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uc
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martech
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ai
Influential technologies in 2020 include the evolution of bots, real-time engagement, cybersecurity, AI sales, trust, and 5G.
Auckland tech firm Aider creates buzz in the United States
Thu, 25th Jul 2019
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uc
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martech
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ai
Auckland-based tech firm Aider is making waves in the US and Canada with the launch of its digital assistant, which integrates with popular platforms.
Microsoft comments on recent tech support scam crackdowns
Fri, 30th Nov 2018
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uc
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endpoint protection
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email security
Despite the crackdowns, Microsoft warns that these scams persist and target everyone, no matter their age or location.
LogMeIn takes aim at UCC market with $342 million acquisition
Fri, 9th Feb 2018
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uc
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collaboration
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contact centre
The company will acquire UCaaS provider Jive Communications in a bid to bolster their collaboration portfolio.
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.
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.
JCurve Solutions covers ERP cloud bases with six new strategic partnerships
Fri, 30th Sep 2016
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uc
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fintech
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financial systems
JCurve's ERP cloud landscape grows with strategic deals in eCommerce, banking and more, boosting SMB efficiency across ANZ.
Meet SkipRoaming: 'Like WhatsApp on steroids'
Tue, 26th May 2015
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uc
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messenger
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voip
UK tech firm SkipRoaming has launched an app that aims to reduce the cost of mobile international and roaming calls.
VoIP and IMS market hits $1.3bn
Mon, 25th May 2015
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uc
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wireless networks
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cloud services
The carrier VoIP market is off to a strong start in 2015 and shows no signs of letting down, with more providers expanding their offerings.
Onshoring is the new offshoring
Thu, 1st Sep 2011
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uc
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contact centre
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outsourcing
NZ firms ditch offshoring for homegrown contact centres, boosting customer delight and loyalty while debunking cost myths.