Displaying items by tag: Contact centre

Growing from a developer-first programmable telephony platform, Twilio products are now embedded in organisations big and small worldwide. About a third of the world's email goes through Twilio SendGrid, while companies like Electrolux have replaced their contact centres with Twilio Flex.

GUEST OPINION:  The rise of intelligent virtual assistants (IVAs) powered by Generative AI (GenAI) promises a significant evolution in the field of customer relationship management and contact centres. The technology promises to improve both the efficiency of agents and the quality of service they can deliver.

When it comes to customer experience, NICE says "almost" isn't good enough. That's why it's pivoted to make a platform that solidly puts customers at the heart of all it does.

COMPANY NEWS: Calabrio today announced their acquisition of Wysdom, the leading experts in AI and virtual agent performance solutions.

GUEST OPINION: In the past few years, both call and customer care centres have built digital walls between customers and agents. Customers often immediately hit an interactive voice response (IVR) system and are forced into an impenetrable maze of menu options designed to deflect them to cheaper automated transaction systems as often as possible.

COMPANY NEWS: Peak Insight, a Cisco collaboration, contact centre, connectivity specialist and Telstra partner, has announced that McKenzie Aged Care has deployed Webex by Cisco to support hybrid and flexible working, streamline project management, and coordinate team activities across the group.

Enghouse Interactive - that’s “Eng” as in Engineering - is hosting a free, customer-driven webinar on May 11 with genuine experiences in enabling Microsoft Teams for the contact centre. Here’s why that’s a big deal.

CentrePal was the first native contact centre solution for Microsoft Teams and is continuing to show its leadership in the field with its new next-level out-of-the-box integration with Microsoft Dynamics 365 that is already aiding CentrePal clients to reach new heights of customer service and efficiency.

Following the strong market response to the arrival of the world-first native contact centre solution for Microsoft Teams in Australia and the APAC region, CentrePal is set to make good on tremendous interest from the United Kingdom by establishing its first Azure data centre in the region.

If your call centre hardware or software isn't serving your business needs anymore, the good news is changing your platform is as easy as can be with no great effort or expense.

Courier aggregator Zoom2u's use of the Twilio cloud communications platform paid off when the pandemic hit.

Vocus today announced it has migrated its contact centre platform to Amazon Connect, a scalable cloud contact centre on AWS. This allows it to deliver a more personalised digital experience for customers. The move took less than eight weeks and supports more than 5,000 customers 24x7.

GUEST OPINION by Daniel Harding, MaxContact’s Director – Australia Operations: Webchat, SMS and email can enable you to deliver better customer service but only if you invest time and resources to implement them smartly.

Financial services provider Suncorp is using Genesys Contact Centre to deliver personalised experiences to its ANZ customers.

Guest opinion by Daniel Harding, Director – Australia Operations at MaxContact; "Every business running a modern, cloud based contact centre has access to a wealth of data and it makes sense to exploit it to the full,"

Whether you’re a small business, a huge enterprise or somewhere in between, Bitrix24 delivers an incredibly integrated online workspace with all the tools you need in one online suite, accessible from any device, with a virtual office, video calls, tasks and projects, a CRM, contact centre, website and online store builder, and more!

Whether you’re a small business, a huge enterprise or somewhere in between, Bitrix24 delivers an incredibly integrated online workspace with all the tools you need in one online suite, accessible from any device, with a virtual office, video calls, tasks and projects, a CRM, contact centre, website and online store builder, and more!

Telco SIngtel Optus has announced the creation of a "Community of Experts" which will result in every customer being moved to a dedicated team within six months.

The COVID crisis has demonstrated the viability of mass remote working and embracing the practice long term has significant advantages, writes Shad Mortazavi, Founder and Managing Director, OpenIQ

GUEST OPINION by Shad Mortazavi, Founder and Managing Director, OpenIQ: Did your company’s contact centre make a sudden shift to remote working when the COVID crisis struck? If so, you’re in good company. In the wake of government shutdown announcements in March 2020, scores of Australian organisations equipped their agents with mobile devices and dispatched them home to work.

GUEST OPINION by Daniel Harding, Director – Australia Operations, MaxContact:  An omni-channel contact centre can help your business service its customers more effectively but rolling one out is not without its pitfalls.