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Displaying items by tag: Contact 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.

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?

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