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Displaying items by tag: Contact centres

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

Wednesday, 05 October 2011 02:11

Customer Experience appointment

IT management and consulting firm, The Customer Experience, has appointed a contact centre specialist to beef up its Australian contact centres consulting service line business.

Published in Uncategorized

If you're looking for customer service, it looks like the old avenues may still be the best, at least when dealing with Australian organisations.

CRM outsourcers need to enhance their offerings to be able to take full advantage of the potential business opportunities in the retail sector, as forecasts predict an increase of 30 percent in the number of contact centre agents servicing the industry by 2016.

Published in Market

Toshiba has replaced its 'inflexible, costly' legacy contact centre agent desktop with a more efficient, less costly solution from RightNow to support its agents handling more than 230,000 customer calls every month.

Published in Deals

Avaya has published the result of its Contact Centre Consumer Index, and the results aren't good news for contact centres,  with the majority of customers left unimpressed.

Published in Networking

Communications Australia - a systems integrator specialising in unified communications and contact centres - has become a channel partner of hosted contact centre systems provider, Interactive Intelligence, and has developed technology designed to gather and analyse information from a variety of social networks to provide meaningful information to contact centre operatives.

AAPT has chosen IPscape's cloud based contact centre technology for both its wholesale and business customer contract centres.

Published in Strategy

The Australian contact centre applications market is expected to enjoy an annual growth rate of 7.5 per cent over the next five years. At the same time, the hosted contact centre market is expected to grow at 10.8 per cent annually. A need to refresh ageing software, the search for greater productivity, the rise of social media and cloud based technologies are amongst the major trends to impact hosted contact centre operators and vendors of contact centre software in 2011, according to the latest report from Frost & Sullivan: Australian Contact Centre Market, 2010.

Monday, 20 September 2010 16:33

Contact centres open IT wallet

After a disastrous plunge in technology spending last year Australia's contact centres are again opening their wallets - with investment up 20 per cent during the year - although that has only returned IT investment to 2008 levels.

Published in Networking

Have you ever become frustrated by organisation's inability to handle multiple communications channels properly? Do you think anyone at your bank is listening when you tweet about an excessively long queue or an ATM that's out of action for the third time in a week?

Monday, 19 July 2010 16:30

Want customer service? Just tweet

IPscape, a provider of hosted IP-based contact centre services, is offering businesses that use its facilities the ability to receive requests for service from their customers in the form of tweets.

Lonely Planet's Twitter and Facebook pages have provided a glimpse over the last few days of what it's like to be stuck overseas when a volcano blows - they also give a clue as to the direction that savvy call centre operators might take in the future.

Published in Networking

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