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