Convergence > Call centres/contact centres

The 'prehistoric' top cop and his contact centre evolution

04 October, 2011 by Merri Mack

Once a ‘digital dinosaur’, whose most complex piece of technology was a typewriter, Greg Flint has evolved into a digital immigrant. As Acting Superintendent, Manager Policelink Branch for the Queensland Police Service (QPS), Flint has successfully led the state’s Policelink project. Flint explains to Merri Mack how he went from operational policing to heading up a major information technology project.


Social media rises in the customer experience mix

19 August, 2011 by Merri Mack

Has social media killed off the traditional contact centre? Merri Mack examines the wane of the contact centre and the simultaneous rise of social media as a means of customer service.


Do your customers 'Like' you?

07 July, 2011 by Andrew Collins

Companies are marrying customer service with social media, using the likes of Facebook and Twitter as public and easily accessible avenues for customer support. Is this new movement for every business? And how do you get started? Andrew Collins reports.


Noble Enterprise Hosted contact centre

17 May, 2011 by

The Noble Enterprise Hosted contact centre technology solution combines the advantages of a cloud-based communication-as-a-service (CaaS) infrastructure with the company’s premise-based platform. The fully hosted offering provides opportunities in hybrid premise/hosted solutions.


AAPT looks to cloud for contact centre

18 April, 2011

Following the sale of AAPT’s consumer division to iiNet, along with associated contact centre infrastructure, the AAPT business division needed to quickly implement a whole new contact centre solution.


NZ call centre Telnet awarded Australian Accreditation

15 February, 2011

New Zealand’s largest privately owned call centre Telnet is the first call centre in New Zealand to achieve accreditation by the Australian Teleservices Association (ATA).


Dell PowerVault DL Backup to Disk Appliance with CommVault with Simpana 8 software

25 November, 2010 by

The Dell PowerVault DL Backup to Disk Appliance, with CommVault with Simpana 8 software, is suitable for remote offices and any business looking to deduplicate, backup, archive and recover data to and from public and private storage cloud environments. It provides up to 24 TB of internal storage capacity in a 2U form factor, with the ability to scale to over 300 TB.


Noble Systems contact centre management applications for mobile devices

19 October, 2010 by

The Noble Systems contact centre management applications for the Apple iPad and other mobile devices are designed to reduce dependence on office infrastructure and to improve remote and mobile management. The web-based contact centre management and tracking software allows users to view campaigns and interact with agents from a variety of mobile devices.


Speech recognition helps retailer determine ROI

13 October, 2010

Each year, Australia’s largest independent car service and tyre retailer, Kmart Tyre & Auto Service (KTAS), spends millions in advertising and marketing.


Zeacom Communications Center 5.1

02 September, 2010 by

The Zeacom Communications Center (ZCC) 5.1 is the latest version of its unified communications, contact centre and business process automation solution that assists users to improve employee collaboration and productivity and enhance customer service.


CRM-as-a-Service enables mobility

03 August, 2010 by Gari Johnson*

‘Traditional’ customer relationship management (CRM) - meet client, determine demand, head back to office, determine stock/seal deal - no longer suffices when time is of the essence. CRM imperatives today require customer information and business intelligence ‘on the go’.


ShoreTel Contact Center 6 call centre software

03 August, 2010 by

The Contact Center 6 call centre software enables users to integrate contact centre activities with existing core business processes.


Contact centres fail to satisfy

25 June, 2010

The need for a high-performance multimedia contact centre has never been greater as an annual survey reveals 1 in every 2 consumers who are dissatisfied with their call centre experience are likely to switch to a competitor.


How can I help you?

24 March, 2010 by Rob Wells*, Managing Director, Avaya Australia and New Zealand

In the current economic climate, companies simply cannot afford to lose customers. This means customer service must always be spot on, from the point of sale and well beyond, and a very large part of that is in the contact centre. So how are companies going to make sure that every customer contact results in complete satisfaction? Avaya’s Rob Wells provides an overview of the future of contact centres and the important impact this will have on business.


Hornsby Shire Council deploys customer interaction centre

15 December, 2009

Hornsby Shire Council has completed the deployment of a 20-site, 500-seat unified communications solution using the Interactive Intelligence Customer Interaction Centre (CIC) application suite.


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