Salmat Virtual Agent reduces costs and improves the productivity of the contact centre, ultimately creating better quality customer service
Once upon a time the organisational unit responsible for customer interactions was the call centre. That was when the telephone was the only means of customer communication other than snail-mail. With the proliferation of customer interaction technologies the call centre has morphed into the contact centre, but today, it seems, even that term is no longer adequate.
Eastman Kodak Company (NYSE: EK) has selected RightNow (NASDAQ: RNOW) as their standard platform for customer service and support across Kodak.com for its business to business operations. Kodak will standardise on the RightNow CX customer experience suite to deliver superior experiences across all customer and partner interaction points, including web, social networks and contact centre.
3D Networks (Australia), a part of the Planet One group of companies, was last week presented with the Avaya Aura Contact Centre APAC Partner of the Year award, in recognition of its implementations in Australia.
TELUS International, the global contact centre outsourcing arm of TELUS, says that 80 percent of contact centre employees are Gen Ys or millennials (22 - 33 years old) and that contact centre operators have failed to recognise and take advantage of this fact.
Cyara Signs Nuance Network Speech Value Added Reseller Agreement for Australia and New Zealand; Agreement Aimed at Increasing Success of Speech and Voice Biometrics Deployments through Cyara’s Innovative Approach to Application Simulation, Testing and Monitoring.
Deal is Expected to Expand Margins, Accelerate Growth, and be Accretive in the First Year
Exit surveys - giving customers some pre-recorded questions to answer after they have completed an interaction with a call centre agent - are a popular way of gaining customer feedback. The problem is they provide no information on the history of the customer’s interaction so give little indication as to the underlying cause of the customer’s responses.
IPscape, Australia’s true cloud-based contact centre technology provider, has received an $825,000 grant in the latest round of Commercialisation Australia funding.
Cyara Solutions today announced that the New Zealand’s Ministry of Social Development (MSD) has adopted its Pulse product to automatically test the operations of its call centers, removing the need for daily manual testing.