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Displaying items by tag: Contact centres

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.

Published in Outsourcing

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.

Published in Print Solutions
Wednesday, 19 March 2014 20:08

Optus, SingTel launch UCaaS for APAC market

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.

Published in Market

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.

Published in Deals
Saturday, 16 November 2013 18:31

Serco gets Everest endorsement in BPO market

Global Business Process Outsourcing (BPO) provider, Serco Global Services, has been positioned as a ‘Leader’ by global services research and advisory firm, Everest.

Published in Industrial IT
Wednesday, 13 November 2013 16:46

Call Journey listens for sentiment

Cloud communications provider Call Journey now offers what it claims is the world's fastest voice analytics platform.

Wednesday, 06 November 2013 06:03

Omnichannnel – the future of contact centres

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.

Published in Deals

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.

Published in People Moves
Friday, 16 November 2012 17:11

Telstra offers Genesys from the cloud

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.

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




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