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.
Global Business Process Outsourcing (BPO) provider, Serco Global Services, has been positioned as a ‘Leader’ by global services research and advisory firm, Everest.
Cloud communications provider Call Journey now offers what it claims is the world's fastest voice analytics platform.
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.
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.
Interactive Intelligence has appointed Malcolm Angell as Australia/New Zealand contact centre solutions consultant.
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.
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.
I've gone to No Landline at all (never thought that would happen) with a 100GB/month mobile plan which includes unlimited[…]
I too have a copy of the document.
I wasn’t speaking for Labor. I was speaking as a fellow journalist aware of what actually happened. I don’t know[…]
No, you do not. I have not linked to any source. Some random quote is irrelevant to this story.
Why wasn't it sent to us? It was sent to some small outlets that are definitely not mainstream. How can[…]