Technology news for Asia's CFOs and financial decision-makers
Contact Centre stories
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Google Cloud releases range of retail solutions
The solutions aim to capture the growing trend of cloud in retail, offering solutions for eCommerce, inventory management, and more.
How Mitsubishi Australia aim to build better customer relationships
“We understand that our customers expect us to be able to handle their queries quickly and expertly."
8x8 launches X series contact centre cloud solution in A/NZ
“With X Series, organisations throughout Australia and New Zealand can now integrate all of their employee communications and contact centre solutions on one cloud platform.”
Avaya expands integration with Google Cloud AI
This includes embedding Google’s machine learning within conversation services for the contact centre, enabling integration of AI capabilities.
8x8 announces Google Cloud contact centre AI integration
“Contact centre AI empowers enterprises to use AI to augment and improve their contact centres."
Atlas Gentech snags Jabra distribution deal
The partnership between Jabra and Atlas Gentech underpins a strategic decision by Jabra to broaden and strengthen its national distribution platform in the New Zealand market.
Twilio acquires contact centre software company Ytica to push workforce optimisation
Cloud communication platform Twilio now has another notch under its belt, after the successful acquisition of contact centre software company Ytica.
8x8 accelerates APAC expansion, appointing first ever NZ Regional Manager
“It’s very energising to join 8x8 with its passionate community of channel partners and customer advocates."
EXCLUSIVE: Ingram NZ adds disruptive 8x8 solutions
"The addition of the 8x8 brand broadens our offering in the platform space and enables our partners to create tailored UC solutions.”
Avaya named Leader in Contact Centre Infrastructure Magic Quadrant
“Companies that prioritise the Customer Experience generally demonstrate a higher rate of revenue growth,” says Avaya president and CEO Jim Chirico.
How speech analytics can improve outcomes in the contact centre
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
The future of contact centres - 4 key trends identified
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
Bye bye bankruptcy: Avaya acquires contact centre as a service provider
It was only late last year when Avaya was cleared of bankruptcy, but the communications vendor is wasting no time in growing its business.
Kiwi institution picks up major Australian Govt. contract
This contract builds on Datacom Connect’s successful customer care operations for other significant government clients.”
Kiwi brands need to step up their game when it comes to digital experience
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Contact centre software company wins four major contracts
PureCloud is built on a microservices framework that delivers customer engagement and employee collaboration functionality.
Exclusive: Amazon bringing massive CX opportunities for local channel
Amazon is coming – and it’s bringing with it a ‘massive’ opportunity for the local IT reseller community, Frost & Sullivan says.
Avaya expands Edge channel program to empower partners
In light of growing demand, Avaya has expanded its channel program to enable partners to offer UCaaS and CCaS.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco’s collaboration offerings.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
Could voice biometrics in contact centres be the next hot trend?
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
Australian-based Quality Connex inks five year deal with MyRepublic
"The term length of the agreement shows the commitment that MyRepublic has to the Australian market."
AU contact centre spend surpasses $500m in 2016
Recent research has revealed huge growth in the contact centre market in Australia - including the service providers showing the most potential.
TCN inks exclusive partnership with Japan-based reseller
The cloud-based call center tech company has experienced steady growth in APAC over the last four years.