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.
Vodafone urges customers to go digital, expects call times to increase
Tue, 24th Mar 2020
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Vodafone NZ advises customers to use digital customer service methods to reduce reliance on call centres during COVID-19 pandemic.
APAC business process outsourcing market set to grow
Wed, 11th Dec 2019
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outsourcing
The APAC business process outsourcing market is projected to grow at a 10% CAGR from 2018 to 2023, reaching USD $120.4 billion, according to GlobalData.
Asia shines at Frost & Sullivan Asia-Pacific Best Practices Awards
Wed, 20th Nov 2019
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Award recipients have consistently demonstrated outstanding achievement and superior performance amidst the changing business landscape.
Frost & Sullivan, DMG recognise Verint for APAC market share
Tue, 15th Oct 2019
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Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Contact centre market to see 14.6% CAGR over next five years
Fri, 12th Jul 2019
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The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
Are AI assistants teaching girls to be servants?
Thu, 23rd May 2019
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AI assistants with female voices reinforce harmful gender stereotypes, according to a UN study. Biases in tech could widen the digital skills gap for women.
Novum Networks & Tollring bring call analytics to APAC
Tue, 23rd Apr 2019
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Australian firm Novum Networks teams with Tollring to offer powerful call analytics via iCall Suite in APAC, enhancing BroadSoft VoIP capabilities for users.
ISPs take top honours at Genesys partner awards
Thu, 28th Mar 2019
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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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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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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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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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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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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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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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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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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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hyperscale
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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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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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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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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.