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.
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