Contact Centre stories - Page 78
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.
Genesys G-Summit global event comes to New Zealand
Fri, 17th Jul 2015
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cx
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martech
The Genesys global G-Summit event series is making its way to New Zealand, and will showcase this year's theme of 'Next-Generation CX'.
Head to Soft Solutions' Grandstream seminars, taking place this week
Fri, 17th Jul 2015
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uc
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voip
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contact centre
This week Soft Solutions and Grandstream are presenting an in-depth exploration of Grandstream's range of VoIP solutions.
Sonus to demonstrate Skype for Business solution at Microsoft conference
Thu, 16th Jul 2015
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microsoft
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Sonus Networks to showcase NaaS IQ network controller platform at Microsoft conference, promising lower network costs and improved QoE.
VoIP vulnerable to cyber attacks
Thu, 16th Jul 2015
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uc
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cybersecurity
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voip
New research by Nettitude reveals VoIP infrastructure is increasingly vulnerable to cyber attacks, with 88% of them occurring out of office hours.
Kiwi UC firm Cogent enters strategic partnership with Nectar Services Corp
Thu, 16th Jul 2015
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uc
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cisco
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avaya
New Zealand's Cogent has partnered with Nectar to offer comprehensive monitoring and diagnostic software for UC services.
Agile Integration goes platinum with Avaya
Thu, 16th Jul 2015
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uc
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avaya
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contact centre
Agile Integration has become the first Kiwi company to earn Avaya Platinum Partner status, but its 'business as usual' for the system integrator.
Avaya's dirty little networking secret uncovered
Wed, 15th Jul 2015
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uc
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avaya
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contact centre
When most of us think Avaya, we think telephony. But there's more to the company than that, with Network Solutions a growing offering for the vendor.
Internal promotion nets new Avaya ANZ boss
Wed, 15th Jul 2015
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uc
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avaya
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contact centre
Avaya has found its new ANZ managing director from within, with Jeff Sheard, previously enterprise and government director, stepping into the top job.
The evolution of telephony
Mon, 13th Jul 2015
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uc
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voip
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contact centre
From smoke signals to Voice over IP, telephony has evolved from primitive methods to sophisticated digital communications, transforming global connectivity.
Kiwi firm Think I.T signs on as 3CX reseller
Fri, 10th Jul 2015
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uc
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cx
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martech
Kiwi IT specialist Think I.T champions telephony innovation, seals reseller deal with 3CX, promising cutting-edge features for SMEs.
Sonus helps enterprises migrate to Skype for Business
Fri, 10th Jul 2015
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uc
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microsoft
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voip
Sonus Networks updates software to aid enterprise migration to Skype for Business; includes presence reporting and interworking features.
A guide to interconnection for small VoIP providers
Wed, 8th Jul 2015
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uc
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datacentre infrastructure
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voip
IP-to-IP interconnections are more convenient for VoIP startups as it is enough to have a VoIP softswitch without any additional gateways or cards.
SIP trunks – what is the adoption in NZ?
Wed, 8th Jul 2015
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uc
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voip
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contact centre
SIP trunks have been around for a number of years but you could say that New Zealand has been slow to get going with SIP.
Automation drives uptake of wireless devices
Fri, 3rd Jul 2015
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uc
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apm
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software development
Wireless automation in industrial processes set to grow at 16.19% over next 5 years, says Research and Markets.
Why VoIP resellers become service providers
Fri, 3rd Jul 2015
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uc
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voip
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contact centre
Being a provider allows full control of a business which can bring higher revenue, but at the same time, there are additional responsibility and risks.
Technical preview for Skype for Business has arrived
Thu, 2nd Jul 2015
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uc
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microsoft
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voip
Microsoft has released a technical preview for Skype for Business, offering new features for Office 365 enterprise customers.
Portable devices fuelling VoIP growth
Wed, 1st Jul 2015
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uc
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voip
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contact centre
The VoIP services market is set to grow at a CAGR of 9.7% and reach a value of $136.76bn by 2020, says Transparency Market Research.
CX solutions key to digital transformation
Fri, 26th Jun 2015
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cx
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martech
New research by reveals link between investment in customer experience and increase in profitability, revenue growth and customer retention.
It won't be cloud that kills the PBX sales model
Fri, 26th Jun 2015
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uc
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cloud services
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contact centre
Think it's cloud that will do away with the traditional PBX system? Think again. Alcatel-Lucent Enterprise has another option...
What the VoIP market looks like today
Fri, 26th Jun 2015
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uc
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wireless networks
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cloud services
The network advancement in emerging economies offers tremendous opportunities for the VoIP service provider to widen their subscriber base.