Industry insider news for Australia's technology resellers
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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.
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.