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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.
Nuance utilises AI to solve contact centre woes
As COVID-19 has dramatically changed the way in which business is done, users and customers have flocked to the contact centres of organisations around the world, which have subsequently and understandably buckled under the pressure.
Improving contact centre performance during times of peak demand
Extremely high call volumes are resulting in longer than normal wait times and frustrated customers. Firms risk taking a hit to their reputation if the situation doesn’t improve.
Genesys releases Rapid Response to support businesses during COVID-19
The offering is designed to give organisations access to Genesys Cloud within 48 hours so they can provide mission critical support and enable remote teams at speed.
Genesys awards QPC APAC Partner of the Year 2019
Genesys makes contact centre software free for 90 days and QPC offers free services to support implementation to help customers transition to remote.
Avaya brings Google Cloud AI capabilities to A/NZ contact centres
Avaya has launched Google Cloud AI-powered contact centre capabilities in Australia, enabling Australian and New Zealand organisations to deliver automated and assisted customer experiences (CX) for real time intelligence.
Jabra reveals new distie partnership
Driven by high demand for enterprise audio products, the partnership aims to support the continuous adoption of soft phones and headsets in the local market.
Interview: Avaya’s A/NZ managing director on regional growth factors
Peter Chidiac talks about growth in the region, what sets the Australian market apart, and why it’s important to the Avaya business as a whole.
Genesys promotes two senior executives in APAC
Genesys has promoted its former Australia and New Zealand (A/NZ) vice president to the new role of senior vice president of Asia Pacific.
RingCentral deploys IT solutions for Sydney's BridgeClimb
BridgeClimb deployed RingCentral Office and RingCentral Contact Centre Solutions across its entire staff in October 2019 – a rollout that took just seven weeks.
Jabra updates partner programme
Two partnership levels, improved incentives and greater training resources for solution providers across Australia and New Zealand.
Zendesk fuses AI into customer services with Amazon Connect integration
The new services are designed to improve contact centre agent efficiency, while reducing the time that end users spend interacting with customer service.
Frost & Sullivan, DMG recognise Verint for APAC market share
Verint was found to a market share 30% higher than its closest competitor across all contact centre technologies.
Avaya launches UC and CC subscription program
Avaya IX Subscription gives customers the flexibility to scale consumption of Avaya’s contact center and unified communications solutions based on their needs.
Avaya makes contact-centre-as-a-service solution available on Azure
The service will launch in the first half of 2020, initially covering the Gulf Cooperation Council (GCC) Countries before general worldwide availability.
Cisco outlines future of Webex & contact centre solutions
"More and more AI and ML will be integrated into our solutions over the coming months as we work to offer phenomenal customer experiences that lead and define this industry."
RingCentral Australia signs with Mia Distribution
Specialist unified communications distributor automates local hardware fulfilment and provisioning for RingCentral partners and customers.
8x8 appoints channel partner to cover WA, SA
Scope Logic will take the role of providing 8x8’s voice, chat and contact centre solutions across Western and Southern Australia.
Contact centre market to see 14.6% CAGR over next five years
The rise in omnichannel communication will be a large contributor to this growth, says Fortune Business Insights.
How EdgeVerve aims to redefine the contact centre experience
According to CCW Digital research, only 18% of customers are 'very satisfied' with their typical customer service experiences.