The Comprehensive Guide to UCaaS for Analytics and Customer Insights in New Zealand It’s clear to anyone who has taken a call on Microsoft Teams or Zoom in the [...]

Unlock the Power of Your Contact Centre Data with AI Analytics Yes — another story about artificial intelligence (AI) — but this one isn’t so much about abstract possibilities, and [...]

The Game-Changing Paradigm Shift That Can Transform Your CX and Boost Your Bottom Line In the digitally-jolted landscape we find ourselves in, customers have quickly come to expect more [...]

AI and Workflow Automation Are Here to Stay — But So Are PeopleDepending on who you talk to, the buzz around AI seems to swing between extreme optimism to heralding [...]

The Future of CX: 5 Reasons to Invest in Immersive Experiences for Your Customers Think about it — your customers are bouncing from Netflix to YouTube, scrolling through Instagram, and [...]

The Critical Role of New Zealand Infrastructure and Support in UCaaS Success A cloud is a cloud, correct? Surely, the killer selling point of cloud solutions remains the same — [...]

Discover the Benefits of UCaaS Phone and Voice: Why Your Business Needs it Even as the world went mobile, the essence of the phone call has effectively stayed the same [...]

Top 5 Ways Speech AI is Helping Agent Engagement: A Guide for Contact Centre Managers In past articles, we've highlighted the indispensable human touch in contact centres, because, despite the [...]

Why is an Immersive Customer Experience so Important and How To Make it Happen We get it – “Immersive customer experience” absolutely sounds like yet another term made up [...]

Maximise Your UCaaS Adoption: How to Get the Most Out of Your Solution Introduction There's no longer any debate: Unified Communications as a Service (UCaaS) has become essential to [...]

Transforming Your Contact Centre with the CX Accelerator Lab: Discovering New Service Channels and Technology Tools Welcome back to our ongoing series focused on "Transforming Your Contact Centre into [...]

What Does a Truly AI-Centric Contact Centre Look Like? In the past, we’ve talked a lot about integrating AI into existing contact centres. But what happens when you flip [...]

Digital Island Exclusive Pt 4: How to Balance on the Tightrope of Cost Management and Quality Service Welcome back to our series on insights from the exclusive executive luncheon [...]

Digital Island Exclusive Pt 3: The Raw Truth About Contact Centre CX and Engagement Welcome back to part three of our series covering the exclusive scoops given to us by [...]

Inside the Digital Island CX Workshop: Farm Source's Transformative Journey We’ve spoken at length about the tangible benefits of our Customer Service (CX) Accelerator Lab in the past, but we’ve [...]

Digital Island Exclusive Pt 2: Technology Integration in NZ Contact Centres with Brad Cleveland Welcome back to part two of our series on the insights gained from Digital Island's Business [...]

Digital Island Exclusive Pt1: Insights from World-Leading Contact Centre Expert Brad Cleveland On May 22, Digital Island hosted an incredible Business Executive Luncheon, bringing together senior contact centre experts from [...]

Your quick introduction to UCaaS for Analytics and Customer Insights in New Zealand It’s clear to anyone who has taken a call on Microsoft Teams or Zoom in the last [...]

How Do Your Human Interactions Stack Up in the Age of AI? In our previous articles, we've talked a lot about the advancements of AI and advanced analytics  in contact [...]

How AI Can Boost Your Contact Centre’s Efficiency Right Now Let's be honest — AI is everywhere in the news. Everyone's talking about it, throwing around jargon and grandiose predictions, [...]

Digital Island & AWS Shine Together in Gartner's 'Magic Quadrant for CCaaS' Recognition It's a great day for us at Digital Island and, more importantly, our clients. Our commitment to [...]

Digital Island launches Customer Experience Accelerator Lab to help businesses optimise contact centre operations Amidst low business confidence and ongoing operational challenges, Digital Island, a leading Contact Centre solutions company, [...]

Empower Your Contact Centre Agents with AI Training Customers have always expected swift, efficient, and personalised support. However — the ongoing arms race of artificial intelligence (AI) means providing exceptional [...]

The Future of Customer Service: An Overview of Contact Centre AI Our feed (and probably yours) has been abuzz in the last few months with talk of ChatGPT - both [...]

Integrate Your Contact Centre with Omnichannel for a Seamless Customer Experience We all know someone who would rather have a lengthy chat on the phone to discuss a problem when [...]

"Have you tried that ChatGPT thing?" must have echoed off watercoolers millions of times in the last few months. It reached 1 million users in only five days, which was [...]

Elevate Customer Service with Chatbot Integration in Your Contact Centre We're used to having our questions answered almost immediately — whether it's to settle an argument on Google or order [...]

Why Digital Humans Are About to Make Things Very Interesting This isn't your Nana's chatbot — digital humans are very much set to disrupt the customer service industry, and will [...]

Media release December 19 2022 Digital Island Achieves the AWS Service Delivery Designation for Amazon Connect Auckland – Digital Island, the cloud communication specialist within Spark Business Group, announced today [...]

If you’ve ever interacted with a company's customer service channels, chances are you’ve been in touch with either a call centre or contact centre. But what’s the difference between the [...]

What is UCaaS and How Can it Benefit Your Business? We're very sorry to do this to you, but we have another acronym to add to your boardroom bingo — [...]

7 Ways Microsoft Teams Helps You Achieve More Microsoft Teams is the fastest-growing app in Microsoft’s history, and for good reason. By leveraging unified communications as a service's (UCaaS) capabilities, [...]

4 Ways Financial Services Are Ahead of the Customer Experience Game Financial Services have an extremely close relationship with two things: money, and data. With enough data, you can do [...]

Chatbots, Empathy, and the Need to Rethink Contact Centre KPIs As we all slid into our comfiest trackies at the beginning of the pandemic, the novelty of working away from [...]

6 reasons for SMEs why your contact centre should already be using VoIP We're quite deliberate when we say "contact centre" instead of "call centre" in the title of this [...]

Constructive Conversations With Robots — How Conversational AI Will Help Contact Centre Agents Movies will make you believe artificial intelligence (AI) is about machines that can replicate or replace human [...]

It’s not you, it’s me — why your contact centre agents are leaving "We are experiencing higher than expected call volumes at this time" might just be one of the [...]

5 ways the average healthcare call centre is losing customers In a post-pandemic commerce world, call centres are the lifeblood of the customer experience for the healthcare industry. Even older [...]

Boost your bottom line by taking care of your call centre agents Customer experience (CX) isn't just a buzzword or a nice-to-have; it's a business strategy that can make or [...]

It’s always a delight to talk about happy clients. Especially when they, and their customers, realise high-value outcomes through implementing leading contact centre technology. When a customer like LANtech, a [...]

Statement on vaccination compliance from Digital Island 06 December 2021 Kia ora, We would like to inform you about our Health and Safety Risk Assessment which identified where there is [...]

How much bandwidth do I need, to conduct online meetings? Let’s look at some scenarios With the pandemic, we’ve seen the rise of the online virtual meeting and one [...]

Digital Island makes the Reseller News Innovation Awards 2021 finals! The Reseller News Innovations Awards are a big deal. They’re (in their words) ‘the market-leading awards program for celebrating ecosystem [...]

Words are cheap. 5 reasons why you need to be able to read more into every contact centre call with sentiment analysis.  Can your contact centre conversations tell you how [...]

Media release 12 April 2021 Digital Island helps businesses unlock superior customer experiences with Amazon Connect Spark Business Group company Digital Island, which offers cloud communication and collaboration services to [...]

Customer Experience (CX) is a key metric for every business and the way agents interact with customers plays a critical role when it comes to providing a good one. Yet [...]

Retail and service sectors x 5G Retail and service sectors are ideal environments for the next generation technology of 5G. Dynamic and fast moving, innovation opportunities are vast and can [...]

Over the holiday period, companies often close or run on limited schedules. For those that have a night service / after-hours message set in place, this will play on the [...]

As of 23 September, Spark New Zealand owned Cloud Telco business, Digital Island, has acquired the telecommunications unit of Outsource Communications Ltd (OCL), which has been providing PABX and Telco [...]

Spark has secured the exclusive rights to more sports events which it plans to make available through a new subscription platform launching next year. The New Zealand telecommunications giant has [...]

Mitel announces a new integration with Google Cloud Contact Center AI Mitel powers Digital Island's Telepo Cloud PBX platform and we have been partnering with Mitel since March 2013. We’re [...]