Displaying items by tag: Contact centre

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.

UK-based cloud contact centre provider MaxContact has expanded its Australian channel partner program with the appointment of Melbourne-headquartered cloud, voice and data services wholesaler CommsChannel as a managed services partner.

NBN Co has warned that scammers are increasing their efforts to use the NBN brand to steal people’s personal or financial details, with over 180,000 people contacting the builder of the National Broadband Network to report a scam over the six months to December 2019.

Solar, gas and electric hot water systems company Rheem Australia has commenced deployment of Nintex Promapp - the visual process mapping and management capability of Nintex - to improve Rheem’s customer experience and overall customer satisfaction.

By Sreeni Raghavan, CEO, TeleApps

For years, deploying a business telephony solution involved installing phone systems in comms rooms, dedihonycated cabling and handsets on desks. Controlled by a PBX in larger firms or operating as a key system for SMBs, this infrastructure delivered all that was required to support day-to-day activity.

Cloud communications and customer engagement systems provider 8x8 has launched X Series, its new system that combines call, collaboration, conferencing and contact centre functionality

In a world where your call is important to us, one cloud-enabled platform claims full programmability for its contact centre smarts that can save the world with instant deployment.

Auckland, 10 August 2017 – Staff scheduling and forecasting tools have been shown to reduce labour costs in the contact centre by up to 46%, and yet over half (57%) of all businesses don’t use tools to schedule workers.

LogMeIn's Bold360 allows organisations to combine omnichannel messaging for customer support, with CRM and other systems to support automation and to provide agents with easy access to the information they need when interacting with customers.

iiNet has been hit by an outage to its email and voice services across the country, according to information available at the ISP's service status page.

Melbourne local government body, Brimbank City Council, has deployed a ShoreTel Connect unified communications (UC) platform to replace its current telephony and contact centre infrastructure.

Telstra has announced a ‘strategic relationship’ with US contact centre vendor Genesys.