Contact Centre stories - Page 97
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.
Kiwi VoIP specialist Conversant hits ISP market
Mon, 29th Sep 2014
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conversant
Conversant launches C-Net, a business-grade broadband for VoIP, offering seamless cloud communication for New Zealand businesses.
Kiwi company dials up global market
Mon, 29th Sep 2014
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uc
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devops
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apm
Comworth Group targets the US and Europe with its innovative Virsae software, aiming to become a global leader in unified communications.
Comworth founder steps down as group managing director to retire
Tue, 23rd Sep 2014
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uc
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devops
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apm
David Charlesworth retires as Comworth Group's MD after 31 years, heralding a new era and leadership structure for the tech firm.
Yealink “revitalises” VoIP market… heads to NZ
Fri, 19th Sep 2014
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uc
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connector systems
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voip
Yealink shakes up the VoIP industry, introducing affordable, high-quality solutions to New Zealand, ending the monopoly of big names.
'End-to-end' is hot right now... But what does it mean?
Tue, 16th Sep 2014
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uc
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encryption
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business analyst
'End-to-end' is hot right now. But what does it mean, and how do you implement an E2E process? Jayesh Jain has the answers.
Lync-ing up... Expert views on Microsoft's unified comms contender
Thu, 4th Sep 2014
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microsoft
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contact centre
Microsoft's unified communications offering, Lync, is gaining traction but struggling with competition from other vendors.
Youi Insurance: Using tech to take on the big boys
Tue, 26th Aug 2014
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data analytics
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martech
Despite being the self-proclaimed new kids on the insurance block in New Zealand, Youi Insurance is bucking the industry trend when it comes to techno.
Android App Review: AT Public Transport
Mon, 25th Aug 2014
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smartphones
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gaming
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uc
Auckland’s public transport has gone through a few changes over the last few years, at least some of them for the better.
Resellers... Don’t fight VoIP, embrace it!
Fri, 22nd Aug 2014
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voip
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conversant
Many resellers of traditional, on-premise PABX hardware systems seem reluctant to add VoIP to their portfolio of services.
CIOs start to taste the meringue and unload those pesky humans...
Thu, 21st Aug 2014
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cloud services
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Cloud apps are usually available 99.9+%. Robots are available all but 4000+ hours per year. Human are unavailable 6,880 hours of every 8,760 hours.
Kiwi demand for TV shopping on the rise...
Wed, 20th Aug 2014
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gaming
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digital entertainment
New Zealand consumer demand for TV shopping is on the rise with one shopping channel reporting increases of more than 1,000 new customers per month.
UC and the intelligent contact centre
Tue, 12th Aug 2014
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martech
It may not be designed for contact centres, but Zeacom's John Cray says well-integrated Lync contact centres are disruptive for the industry.
Where has all the Social gone...?
Mon, 11th Aug 2014
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social media
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contact centre
Do you wonder where all the interest in social went? Once the hottest trend since sliced bread, interest in social definitely dissipated.
Seek: Canterbury on show as talent demand grows...
Fri, 8th Aug 2014
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contact centre
Canterbury's talent market booms, seeing a 16% increase in job ads, with sectors like HR and marketing leading growth post-2011 earthquake rebuild.
Microsoft breaks language barrier with Skype demo
Fri, 18th Jul 2014
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digital entertainment
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microsoft
In a few simple exchanges, the Skype Translator app threatens to quite literally change the world we live in and how we interact with one another.
UXC Connect: Outsourcing versus offshoring...
Wed, 9th Jul 2014
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uxc connect
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contact centre
UXC Connect's Ian Poole discusses the fine line between outsourcing and offshoring ICT, urging businesses to weigh options for optimal ROI.
Industry veteran heads up Interactive Intelligence's ANZ IT deployment push
Tue, 8th Jul 2014
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it industry
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contact centre
Paul Crump brings over 25 years' IT expertise to Interactive Intelligence as Territory Manager, ANZ, focusing on business process automation from Melbourne.
Is NZ a contact centre nearshore alternative for Oz?
Thu, 3rd Jul 2014
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crm
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martech
Asia-Pacific's nearshore outsourcing concept is least mature but will become important due to consumer market development, says Ovum.
Building a bridge between the office and contact centre...
Wed, 2nd Jul 2014
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martech
Paddy Neill shares how merging back office and contact centre enhances customer service, bridging the dreaded 'I'll call you back' gap.
2talk: Benefits of VoIP contact centre
Tue, 1st Jul 2014
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crm
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martech
2talk's Julian Rivers-Smith details how VoIP revolutionises contact centres, from cost savings to remote working flexibility.