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Displaying items by tag: Contact centres

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.

Published in Strategy
Thursday, 08 November 2012 19:53

US cloud contact centre players expected down under

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.

Published in Enterprise

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.

Published in Enterprise

IPscape - an Australian company that has developed and offers hosted contact centre systems - has had its product adopted by Telstra Global to underpin a virtual contact centre service that will be offered to customers in Asia, and it has scored a $5m investment from Telstra's venture capital subsidiary, Telstra Application and Ventures Group (AVG).

Published in Cloud Computing

The Commonwealth Bank has awarded Telecom NZ subsidiary Gen-i a five year contract for the provision of contact centre services, following a competitive tender.

Published in Enterprise
UK software company Transversal Corporation - which specialises in online, multichannel and self-service applications for customer-facing websites, including contact centres and internal HR functions - is targeting the Australian and New Zealand markets from a new office in Sydney.
Published in Strategy

Unified IP communications provider, Interactive Intelligence, has launched new, purpose-built training facilities in North Sydney enabling the company's partners and customers to participate in a range of certification courses.

Published in Market
Monday, 16 April 2012 16:24

GSN puts SAP in the local cloud

Cloud contact centre provider Global Speech Networks has added SAP Business Communications Management to its portfolio.

Published in Deals
After naming Service Stream as the outsourced provider of its customer contact centre a year ago, NBN Co has now announced plans to bring the function in house and to locate its customer contact centre on the Gold Coast at Varsity Lakes.
Published in Strategy

Carsguide.com.au - a website for the sale of new and used cars - has implemented IPscape's cloud based contact centre services to improve the handling of phone calls enquiring about cars advertised on the site.

Published in Cloud Computing
Thursday, 22 March 2012 03:18

ShoreTel, Telstra seal partnership agreement

Global provider of unified communications systems, ShoreTel,  has entered into a partnership with Telstra to join the company's Business Systems program and to jointly market and support ShoreTel's IP telephony, unified communications (UC), contact centre and mobility solutions in Australia.

Published in Deals
Monday, 27 February 2012 20:47

Lake boosts business development team

Contact centre solutions specialist, Lake, has appointed a head of its newly established business development team with industry veteran, David Wyndham, to take up the role, based in the company's Sydney office.

Published in People Moves

Alcatel-Lucent's former contact centre software business Genesys has announced its rebirth as an independent company saying its sole focus is "to save the world from bad customer service."

Published in Deals
Wednesday, 07 December 2011 18:04

UXC Connect, iiNet team up on Australian 'first'

ICT services vendor, UXC Connect is claiming a first in contact centre solutions for businesses in Australia and New Zealand by integrating the Genesys skills assessor, workforce management and intelligent workload distribution to work as one business solution for ISP, iiNet.

Published in Deals
Monday, 07 November 2011 17:05

Growth returns in contact centre apps market

The Australian market for contact centre applications bounced back in 2010, recovering from a decline in 2009 to record growth of 16.4 per cent, and with strong growth forecast for the next seven years. Genesys, Avaya and Cisco are the top vendors with a full range of contact centre solutions, while Verint and NICE Systems lead in monitoring and optimisation solutions.

Published in Cloud Computing
Monday, 31 October 2011 15:05

Offshore contact centres losing appeal

The era of offshore contact centres seems to be on the wane with a report out today revealing that a massive 80 percent of senior executives in Australia, North America and Europe have no future plans to offshore their contact centres, and just two percent prepared to go offshore in the next year or two. However, Australia could buck the trend, if the onshore price is right!

Published in Market
Thursday, 27 October 2011 15:20

Jabra announces new headsets, looks to the future

Headset specialist Jabra has announced a pair of entry-level professional wireless headsets. One is intended for use with conventional desk phones, the other with unified communications applications, softphones, and applications such as Skype.

Thursday, 06 October 2011 10:11

Datacom: Low-profile high-flyers

With $725 million in sales and 3400 staff, this may be the biggest success story you've never heard of. Anthony Doesburg reports




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