Contact Centre stories - Page 101
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.
![Story image](../../../../../uploads/story/2014/12/05/preview_2talk_logo.webp)
2talk launches VDSL offering
Tue, 21st May 2013
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uc
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voip
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2talk
2talk slashes VDSL rates in NZ, outpacing competitors after Chorus' pricing revamp. Plans now start from $60+GST, benefiting current and new customers.
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SNAP offering national VoIP solution for corporates
Mon, 6th May 2013
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uc
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cloud services
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snap
SNAP redefines corporate communication with a robust, cost-effective national VoIP solution, promising unparalleled resilience and flexibility.
![Story image](../../../../../uploads/story/2014/12/05/preview_voIPsecure.webp)
Seven tips for avoiding VoIP Toll Fraud
Thu, 2nd May 2013
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uc
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software development
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voip
VoIP tech offers cost savings for businesses, but opens doors to toll fraud. Discover how to shield your telephony from hackers with seven key tips.
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Will contactless payments help Kiwis jump queues?
Wed, 1st May 2013
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uc
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martech
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commerce systems
New innovations such as contactless payment technology will speed up every day shopping and cut down the time people spend queuing.
![Story image](../../../../../uploads/story/2014/12/05/preview_153236375.webp)
Sure thing ShoreTel appoints new marketing chief
Tue, 23rd Apr 2013
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uc
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contact centre
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shoretel
ShoreTel ramps up APAC strategy with Emma McCormack as new marketing chief, aiming to enhance brand and support channel partners.
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Hacked off? Telecom says RELAX
Wed, 10th Apr 2013
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uc
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telco
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contact centre
Telecom projects a sense of calm following latest Yahoo Xtra email security breach, telling users what to do….
![Story image](../../../../../uploads/story/2014/12/05/preview_call_centre.webp)
Datacom sells Asian call centres in A$20M deal
Fri, 5th Apr 2013
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uc
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contact centre
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datacom
Datacom is selling its Asian call centres to Convergys for $A20 million, with 1,000 employees joining Convergys.
![Story image](../../../../../uploads/story/2014/12/05/preview_windows-skype.webp)
Skype hits two billion minutes per day
Thu, 4th Apr 2013
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uc
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microsoft
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voip
Skype surges to two billion daily minutes, showcasing its growing role as a global communications hub. #SkypeMilestone.
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InIn acquires customer base from NZ reseller Amtel
Thu, 4th Apr 2013
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uc
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contact centre
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interactive intelligence
Acquisition increases the company’s presence in the region, paving the way for a cloud-based communications services launch in New Zealand.
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Interactive Intelligence expands ANZ team
Fri, 8th Mar 2013
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uc
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contact centre
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interactive intelligence
Interactive Intelligence boosts its ANZ team with Lee Cole and Andrew Lee to enhance project management and pre-sales engineering in Sydney and Melbourne.
![Story image](../../../../../uploads/story/2014/12/05/preview_skype-microsoft-messenger-merge.webp)
Skype upgrade approaching for Messenger customers
Wed, 20th Feb 2013
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uc
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microsoft
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messenger
Starting April 8, Messenger users will begin the transition to Skype, with Microsoft promising a seamless migration of contacts and services.
![Story image](../../../../../uploads/story/2014/12/05/preview_134203590.webp)
Safety first: Change those passwords
Tue, 19th Feb 2013
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uc
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unisys
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telco
In wake of the Yahoo Xtra breach, experts call for NZ users to urgently refresh passwords, amid fears of widespread ID thefts.
![Story image](../../../../../uploads/story/2014/12/05/preview_63139-keep-calm-and-carry-on.webp)
Keep calm and carry on? Or switch internet provider?
Mon, 18th Feb 2013
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uc
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telco
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contact centre
Yahoo Xtra attack worse than first feared, with around 60,000 passwords cancelled by Telecom in a desperate bid to halt the breach.
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Intelligent move for Interactive?
Fri, 8th Feb 2013
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uc
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contact centre
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interactive intelligence
Interactive Intelligence appoints Mervyn Gomez to fuel communications-as-a-service sales, marking a major shift towards cloud solutions in ANZ.
![Story image](../../../../../uploads/story/2014/12/05/preview_sap-logo-1.webp)
DB implements latest SAP technology
Mon, 21st Jan 2013
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uc
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sap
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contact centre
DB Breweries leads Asia Pacific with its new customer web shop, powered by SAP's advanced tech, enhancing service and efficiency.
![Story image](../../../../../uploads/story/2014/12/05/preview_Skype.webp)
Skype to replace Messenger by March 15
Mon, 14th Jan 2013
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uc
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microsoft
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messenger
Microsoft bids farewell to Messenger, switching to Skype by March 15 for enhanced chat and video calls, excluding China.
![Story image](../../../../../uploads/story/2014/12/05/preview_MitelContactCenter_lg.webp)
What does the future contact centre look like?
Fri, 11th Jan 2013
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crm
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uc
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martech
The days are gone of customer satisfaction being achieved by having a good product at a good price with good service.
![Story image](../../../../../uploads/story/2014/12/05/preview_call_centre_operators.webp)
Getting bang for contact centre buck
Tue, 8th Jan 2013
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crm
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uc
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martech
Innovation should be driven by the ability to demonstrate gains in productivity, delivering improved service and satisfying customer interactions.
![Story image](../../../../../uploads/story/2014/12/05/preview_call_centre_1.webp)
Unified communications and the contact centre
Mon, 7th Jan 2013
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crm
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uc
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martech
Unified communications revolutionise contact centres, enhancing quick resolutions and transforming customer service in the digital age.
![Story image](../../../../../uploads/story/2014/12/05/preview_124813147_1.webp)
Contact centres: Room for innovation
Wed, 26th Dec 2012
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crm
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uc
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martech
Contact centres are spoilt for choice in terms of their ability to add more channels and more convenience to the customers they serve.