Convergence > Call centres/contact centres

Nice Systems mobile workforce optimisation suite

14 October, 2012

NICE Systems’ mobile workforce optimisation suite enables staff to access operational and personal data using their mobile phone or tablet. This set of applications can help employees interact in a more social and engaging manner for enhanced customer service and a better work environment.


Chinese contact centre market to overtake Australia by 2017

16 August, 2012

The Chinese contact centre market positioned itself in third place in the Asia Pacific region in terms of revenue in 2010 and will overtake Australia as the second largest market by 2017, according to Frost & Sullivan.


Mohamad Ali is the new CEO, Workforce Optimisation Division at Aspect

07 June, 2012

Aspect, provider of customer contact solutions, has appointed Mohamad Ali to the role of CEO of its workforce optimisation division. Ali will be expected to accelerate Aspect’s market growth, customer development and product innovation.


New Zealand Racing Board implements contact centre

29 November, 2011

New Zealand Racing Board (NZRB) has implemented a customer contact solution to meet increases in customer contacts across several channels including online, phone and SMS.


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’.


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