Industry insider news for New Zealand's technology resellers
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Managing customer experience with a work-from-anywhere workforce
According to a survey of 797 contact centre decision-makers conducted in April 2020, 70% are planning to keep more agents working from home after the outbreak, and 66% are planning to accelerate their move to the cloud.
Blue Prism launches Service Assist to empower contact centres
Blue Prism Service Assist is designed to improve customer contact centres and call centre agent productivity, by delivering real-time 360-degree view of all customer interactions.
New AI speech technology for contact centres lands in A/NZ
The contact centre enhancement, Oration, combines an artificial intelligence language interpreter with advanced speech recognition.
OpenIQ brings MaxContact contact centre solution to Oz
The combination will help Australian telephony vendors and resellers make an easy and cost-effective transition to cloud telephony.
Vodafone NZ brings AI into contact centre solutions with new partnership
Vodafone NZ has signed a new partnership agreement with intelligent contact centre solutions firm Convai, as it looks to bring artificial intelligence into contact centres.
Unity4 and Daisee partner to automate CX quality management
Offers 100% customer interaction coverage even in a work from home environment and provides an automated report on a programmable scorecard.
Forrester Research highlights top cloud contact centre solution
“This recognition from Forrester Research is, in our opinion, a testament to our ongoing dedication to delivering agility and seamless customer experiences for contact centres of all sizes.”
The limitations of Microsoft Teams telephony - and the solution
With lockdowns returning on both sides of the Tasman, the need to integrate a quality telephony solution with Teams is greater than ever. 8x8’s Voice for Microsoft Teams is the answer for any organisation coming to the realisation that Teams’ voice capabilities just aren’t enough.
Securing work-from-anywhere contact centres
Using a cloud-based infrastructure makes systems and processes available to all staff members as they work from anywhere, but it can also create a security risk if not properly protected, writes NICE president of Asia Pacific Darren Rushworth.
Genesys launches multi-cloud architecture for contact centres
Enables Genesys Engage customers to select private or public cloud, on-premises or hybrid deployments with Genesys Cloud or third-party providers.
MaxContact expands Aus channel presence with new MSP
The appointment of CommsChannel enables it to extend the provision of sales, service and support for the range of MaxContact solutions.
AWS Contact Lens for Connect set to arrive in A/NZ
The contact centre service adds machine learning capabilities that identify customer issues and trends in near-real time and enable call transcript search.
Video: 10 Minute IT Jams – Who is MaxContact?
In this interview, we speak with MaxContact's director of Australian operations, Daniel Harding, about the role of the contact centre in today's modern cloud environment.
C9 Communications & MaxContact deploy contact centre solution for Thomas Direct
Thomas Direct previously had a 120-seat contact centre, however it found that its legacy technology wasn’t able to scale with the business.
Rising to the contact centre security challenge in the era of COVID-19
Cloud based contact centres have enabled Australian organisations to keep on working through the coronavirus pandemic but, in a climate of heightened risk, ensuring the security of your solutions and customer data is a critical imperative.
Vodafone rolls out contact centre solution powered by AWS
The solution is designed to support organisations with their customer experience strategies, as well as customer contact and engagements.
How to implement a cloud contact centre that boosts efficiency & customer experience
If you're considering an overhaul of your contact centre, a strategic approach and meticulous planning will help you get maximum return on your investment
NICE inContact integrates Teams, Dynamics into contact centre suite
Microsoft Teams is now integrated with NICE inContact CXone, which will allow contact centre agents to collaborate with others in order to close a case faster.
Thai call center achieves business continuity with cloud solution
Tikal Call Center, the provider of the cloud-based service, has allowed for Teleinfo Media PLC to continue uninterrupted and high-quality service as a majority of technicians answer calls from their homes.
10 best practices for work-from-home contact centres
Any comprehensive transition plan must consider the human factors that play a key role in supporting a successful contact centre of remote agents and supervisors.
NEC enters comms-aaS market with new partnership
In partnership with Intermedia, NEC is set to launch new UCaaS and contact-centre-aaS solutions globally.
Avaya recognised for UC excellence by TMC
Avaya’s OneCloud ReadyNow private cloud platform won the Unified Communications Excellence Award.
NICE inContact expands access workforce engagement solution
“Contact centre leaders are looking for continuity and the ability to serve their customers in a very dynamic environment in their day to day operations."
Contact centre resiliency vital during COVID-19 crisis
Several legacy contact centres are not architected to cope with COVID-19 scenarios.