Retaining your customer service staff
14 November, 2013 by Daniel Scheltinga*Daniel Scheltinga discusses how to reduce churn in your customer service team by focusing on people, process and technology.
Australian business riding software-defined communications wave
07 November, 2013 by Dylan Bushell-EmblingUse of software-defined communications technology among Australian businesses is increasing, with CIOs starting to show a preference for software-only PABX systems.
NMA, CSIRO reassemble Phar Lap virtually
04 November, 2013 by Dylan Bushell-EmblingThe National Museum of Australia is using CSIRO telepresence technology to offer students virtual tours of Phar Lap's heart, hide and skeleton - each located hundreds of kilometres apart.
MyNetFone nabs users from in-liquidation resellers
28 October, 2013 by Dylan Bushell-EmblingMyNetFone has arranged to provide continuity of service for customers of PennyTel and iVoisys, two telecom resellers forced into liquidation last week.
Cisco, Microsoft dominate Aus UC market
17 October, 2013 by Dylan Bushell-EmblingCisco and Microsoft control over 40% of the $700m Australian UC market, but new trends such as the emergence of cloud-based solutions could shake up the status quo.
Call recording, the cloud and the law
19 September, 2013 by Andrew Lamrock*Call recording is gaining momentum around the globe. Given the existence of regulation, it's important CIOs understand the complexity and nuances of call recording and customer security.
Users angry over Kogan Mobile collapse
27 August, 2013 by Andrew CollinsUsers of now-defunct Kogan Mobile have turned to the internet to vent their frustrations, with some emailing sites like Technology Decisions with their comments and others trading barbs in forums over who is ultimately to blame for the carrier's downfall.
Telecom NZ drops lawsuit against rival
15 August, 2013Telecom NZ has dropped a lawsuit seeking to force Vodafone NZ to make changes to its new advertising campaign, after its rival tweaked the campaign independently.
Images of the future
14 August, 2013 by Elizabeth Rudd, Director, FutureNousThe role of pictures and stories in creating the future of your organisation.
Lawyers investigate as Polycom CEO quits after expense “irregularities” revealed
25 July, 2013 by Andrew CollinsPolycom boss Andrew Miller has resigned after the company uncovered “irregularities” in his expense submissions. Following the news of Miller’s resignation, several law firms have launched their own investigations into Polycom or its staff.
ShoreTel ups the ante in UC market
09 May, 2013 by Anthony Caruana | Supplied by: ShoreTel AustraliaEarlier this week at Interop in Las Vegas and to a small group of journalists in Sydney, ShoreTel announced a new product for its unified communications users. The ShoreTel Dock fuses the office phone with mobile devices. Is this a sign that UC is coming of age?
Unified comms misunderstandings could cost you
12 April, 2013Misunderstandings about unified communications tools mean Australian organisations could be spending big on unified communications tools that don’t improve employee productivity.
ShoreTel Mobility 6 and Conferencing iOS applications
06 March, 2013 | Supplied by: ShoreTel AustraliaShoreTel has released its Mobility 6 and Conferencing iOS applications for free on iTunes.
Multivendor UC & the cloud challenge
11 December, 2012 by Sue Bradshaw, Senior Technical Writer, Integrated ResearchWhile unified communications has been around for a while, how can it work in multivendor environments where cloud services are still new? How do we move from bare metal systems to cloud and what does that mean for the user experience?
City of Charles Sturt gains insight into communications with UC
27 November, 2012 by Technology Decisions staff | Supplied by: Mitel NetworksThe City of Charles Sturt has implemented a unified communications solution across several of its locations, improving staff efficiency and customer service delivery.
