Contact Centre stories - Page 17
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.
ISPs take top honours at Genesys partner awards
Thu, 28th Mar 2019
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uc
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partner programmes
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open source
NZ's Spark was named the Australia/New Zealand Partner of the Year, while Telstra took the top honour for APAC.
Why 87% of APAC SMBs are moving to the cloud
Wed, 27th Feb 2019
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uc
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open source
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cloud services
A Genesys report reveals 87% of APAC SMBs plan to shift to the cloud within five years to optimise the customer journey and tackle legacy challenges.
Marriott sets up call centres to answer questions on data breach
Mon, 17th Dec 2018
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uc
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breach prevention
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cybersecurity
Marriott has released an update on the breach of the Starwood guest reservation data breach which affected 500 million guests.
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.
Verint takes two Frost & Sullivan honours
Tue, 9th Oct 2018
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uc
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data analytics
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cx
In Frost & Sullivan's APAC contact centre app report, Verint led all vendors, ranking top among 40 companies included in the analysis.
Former Google exec joins HubSpot as APAC managing director
Thu, 16th Aug 2018
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crm
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uc
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data analytics
HubSpot appoints former Google Cloud leader Shahid Nizami as managing director for Asia Pacific. He will be based in Singapore.
IoT, AI and mobile gaming in the spotlight at startup festival
Thu, 16th Nov 2017
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gaming
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uc
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martech
Over the next three days, more than 300 startups will congregate in Taiwan's capital for three days full of innovation, networking, and fun.
Netmagic embraces automation at their data centers
Wed, 15th Nov 2017
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uc
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hyperscale
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martech
Netmagic has launched Ramco Systems' HCM Suite to automate HR processes at its data centres, enhancing efficiency and employee experience.
Nouveau Labs aims to reinvent AI, analytics and automation
Tue, 17th Oct 2017
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robots
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uc
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data analytics
Bangalore-based Nouveau Labs sets course to lead in AI with a new centre for robotic automation, bolstering its analytics and cognitive tech operations.
Bot services market worth US$1,783.9m by 2022 – APAC the driver
Wed, 20th Sep 2017
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uc
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hyperscale
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public cloud
A new research report from MarketsandMarkets has forecast very positive times ahead for the bot services market, with APAC leading the way.
Victorian Government signs $200m deal to upgrade fines system
Fri, 8th Sep 2017
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uc
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partner programmes
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contact centre
Civica will undertake a major recruitment of existing employees to support the introduction of the Fines Reform Act and the new VIEW system.
Freshworks acquires startup's chatbot-building platform
Mon, 24th Jul 2017
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uc
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martech
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healthtech
Joe Hukum's technology is powered by a robust decision tree framework that automates sales, service, and support workflows, across various channels.
Tata Communications reports healthy profit as data business grows
Tue, 16th May 2017
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contact centre
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financial results
Tata Communications reported S$268.3 million in its latest financial results. A large part of that growth has come from its data business.
Could voice biometrics in contact centres be the next hot trend?
Wed, 22nd Mar 2017
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crm
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uc
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data analytics
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
Genesys APAC Partner Conference – Dimension Data on top
Thu, 16th Mar 2017
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dimension data
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contact centre
Genesys recently recognised its top performing partners at its annual APAC Partner conference - here are this year's award recipients.
Avaya looks to drive digital transformation in India with new R&D team
Tue, 14th Feb 2017
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uc
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digital transformation
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avaya
Avaya recently announced a new leadership team to drive product innovation in its research and development (R&D) centers across Pune and Bangalore.
Avaya boss talks rumours, buy-outs, bankruptcy and the future of Avaya
Tue, 13th Dec 2016
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uc
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avaya
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contact centre
Avaya International boss Nidal Abou-Ltaif tells customers and partners the vendor is bullish and confident as it continues to forge a new path.
Avaya crowns local partner and customer winners
Mon, 12th Dec 2016
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uc
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supply chain
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avaya
Australia's CCNA and Macquarie Bank have picked up key Avaya awards, with a slew of Asia Pacific partners and customers also claiming glory.
Genesys expands business, swallows up Interactive Intelligence
Fri, 2nd Dec 2016
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uc
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cx
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martech
Genesys completes acquisition of call centre technology firm Interactive Intelligence, creating largest leader in customer experience.
New VoIP app takes on the telcos
Tue, 21st Jul 2015
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uc
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apps
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voip
Ringr, a new smartphone app, provides VoIP communications and aims to get people moving from telco providers to apps.