Contact Centre stories - Page 14
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.
Symbio Holdings announce partnership with Microsoft Teams
Fri, 26th May 2023
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Symbio Holdings announces the launch of its Operator Connect for Microsoft Teams solution in Australia, New Zealand, and Singapore.
Are your communications just good enough or great?
Thu, 25th May 2023
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Collaboration solutions may not be good enough for customer communications, but RingCentral for Microsoft Teams is.
Alcatel-Lucent Enterprise brings together ANZ partners at Connex23
Fri, 12th May 2023
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network infrastructure
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partner programmes
Building on the successes of past ALE Connex flagship events, this year, Connex23 brought together more than 50 partner organisations from the ANZ region.
M-Files enhances integration with Microsoft Teams, Outlook
Wed, 10th May 2023
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microsoft
The new offerings provide knowledge workers with improved collaboration experiences to empower connected workforces.
Digital Island’s new workshop for superior contact centres
Tue, 9th May 2023
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martech
Digital Island has launched Customer Experience Accelerator Lab to help businesses get the most out of their contact centre operations.
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Amelia Adds Two Senior Sales & Channel Alliances appointments in ANZ
Tue, 9th May 2023
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nz
Amelia, an enterprise AI leader, has appointed Brendan Maree as Senior Sales Director and Samuel La Macchia as Director of Partners and Alliances.
NICE comes out on top of QKS's workforce engagement management report
Thu, 4th May 2023
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NICE has announced that it has been recognised as the Technology Leader in the Quadrant Knowledge Solutions 2022 SPARK Matrix: WEM report.
Yellow.ai launches generative AI driven DAP and rebrand
Thu, 27th Apr 2023
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Yellow.ai launches its Dynamic Automation Platform with generative AI, reducing operational costs by 60%. Rebranding includes new logo and website design.
CPaaS market set to reach $60 billion by 2032 - FMI
Thu, 27th Apr 2023
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financial results
Future Market Insights expects sales in the Communications Platform as a Service market to reach USD $60 billion by 2032.
Khoros appoints Travis Mason as VP & Country Manager for ANZ
Fri, 21st Apr 2023
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contact centre
Khoros appoints Travis Mason as VP and Country Manager for Australia and NZ, signaling the company's commitment to regional expansion and digital-first CX.
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Ramco Systems appoints senior leaders for its Global Payroll Business
Fri, 21st Apr 2023
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surveillance
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Ramco Systems has appointed Paul Nikhil Prasad as Business Head of Managed Payroll Services to contribute to its HR and Payroll business growth.
Gartner names NICE Customers Choice in 2023 Peer Insights
Thu, 20th Apr 2023
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Gartner has named NICE a Customers Choice in the 2023 Peer Insights Voice of the Customer for Contact Centre as a Service.
Ingram Micro introduces conversational AI specialist, Streebo, to NZ
Tue, 18th Apr 2023
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Ingram Micro partners with Streebo to distribute conversational AI solutions in New Zealand, aiming to improve chatbot performance.
Regional Contact Centre established for Ukraine refugees
Fri, 14th Apr 2023
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contact centre
According to UNHCR, more than 8 million Ukrainian refugees were recorded across Europe by the end of February 2023, a year after the war began.
Vonage named Leader for conversational cloud by Opus
Tue, 11th Apr 2023
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digital transformation
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Vonage named Leader by Opus Research in Conversational Cloud report for its comprehensive cloud communications solutions.
NICE announces the spring 2023 release of AI-powered CXone
Tue, 4th Apr 2023
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cx
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martech
NICE delivers AI-powered CX to accelerate smart self-service adoption while improving employee engagement and efficiency with the new release of CXone.
Forrester names NICE Contact Centre as a Service Leader
Wed, 29th Mar 2023
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forrester research
Forrester has named NICE a Leader in Contact Centre as a Service (CCaaS) in a new report for the first quarter of 2023.
Latest NICE offering using OpenAI for customer experience
Tue, 28th Mar 2023
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NICE launches Enlighten Actions, an AI offering that enables businesses to create smart and humanised customer experiences.
RingCentral: Celebrating Five Great Years in Australia
Tue, 28th Mar 2023
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Five years ago in March, we established RingCentral in Australia, and the UCaaS landscape was very different to where we are today.
Espria and Five9 to provide cloud contact centre solutions
Wed, 22nd Mar 2023
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martech
The collaboration will extend the delivery of engaging and unified customer journeys across digital and voice channels and between virtual and live agents.