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
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.
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.
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.
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.
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.
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