Cost discounts of up to 30% are making New Zealand an increasingly attractive nearshore alternative for Australian enterprises looking to source contact centre services.
Unified communications and IT services provider Interactive Intelligence has appointed Oper8 as one of its new channel partners in Queensland.
Optus has signed a five-year deal Westpac to provide domestic mobile network and managed services and, for the first time, delivering the bank’s international services and contact centre transformation.
More industry sectors are turning to outsourcing by using outsource agents working from home, according to a new global report which says the number of home-based outsourced agents will soon exceed 100,000 globally.
Print solutions and office equipment vendor Ricoh has officially opened its 5-star green star rated Centre of Technical Excellence in the Sydney suburb of Eastern Creek.
Optus and parent company SingTel have combined to launch a Unified-Communications-as-a-Service (UCaaS) incorporating a hosted suite of collaboration products that includes voice, video, messaging and presence for enterprise customers in Asia-Pacific.
Online accounting solutions company MYOB has reduced costs and increased new call centre sales with the implementation of a cloud contact centre solution from software vendor IPscape.
Global Business Process Outsourcing (BPO) provider, Serco Global Services, has been positioned as a ‘Leader’ by global services research and advisory firm, Everest.
Cloud communications provider Call Journey now offers what it claims is the world's fastest voice analytics platform.
Gen Y doesn’t use voice much. Phone calls are now only the fourth most important medium for customer service, after electronic messaging, social media and smartphone apps.
Telstra has acquired NSC Group, a privately owned Sydney based unified communications and contact centre specialist. It is part of Telstra strong push into services.
Townsville City Council is using Interactive Intelligence's Customer Interaction Center software in its customer service centre.
Cloud contact centre provider NewVoiceMedia has appointed Glenn Aspden as its technical sales director for the Asia Pacific region.
Interactive Intelligence has appointed Malcolm Angell as Australia/New Zealand contact centre solutions consultant.
Telstra has launched a hosted contact centre service using technology from market leader Genesys. Meanwhile, its international arm is offering -outside Australia a cloud-based contact centre service using technology from Australian company IPscape in which Telstra is an investor.
The growth on online channels for customer action is dramatically changing the balance of power between companies and their customers: managing the 'customer experience' is becoming a top priority.
Several major US players in the cloud based contact centre space are expected to enter the Australian market in the next 12-18 months.
Dimension Data's annual global contact centre benchmarking study shows that, worldwide, organisations are struggling to adapt their customer contract practices to match the rapid shift away from the phone call to social media as customers' preferred means of communication.
Just about every business of significant size seems to want a mobile app. But what if was easy to provide deep integration with the contact centre? Would cross-platform compatibility be a bonus? That's what Interactive Intelligence is promising.
New Zealand's 24 hour counselling service, Lifeline Aotearoa has opted for Interactive Intelligence's contact centre software suite Customer Interaction Center (CIC) for use in its Auckland counselling centre, to replace an ageing telephone system.
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