Summerland Credit Union has overhauled its call centre and internal communications infrastructure, replacing it with an IP PBX from NEC. As a result, the company is saving $35,000 per year in line rental alone, while also improving call quality and reducing faults. Presence features also improve internal redirection of calls.
Homemade interactive voice response (IVR) and UC help Hoyts improve customer service and IT help desk14 June, 2012
Hoyts Corporation has built its own interactive voice response (IVR) application for use with a recently deployed unified communications (UC) system. The solutions have resulted in a faster turnaround in call handling, and less time spent on call waiting.
Australian enterprises have started evaluating unified communications as a service (UCaaS) as a realistic alternative to on-premises UC, but most will choose some hybrid of unified communications and collaboration (UCC) and UCaaS in a phased migration, according to Gartner.
In late 2010, Queensland-based service provider itrinity made the decision to offer IP voice services. The company looked at several hosted solutions, ultimately settling on a hosted VoIP PBX from VoNEX. The system provides itrinity with scalable VoIP services with a high degree of redundancy.
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.
Given its many promises of increased productivity, videoconferencing continues to gain popularity in the workplace, both in enterprise-grade systems and simple desktop video apps like Skype. But these benefits come at a cost, with networks becoming clogged with high-bandwidth video traffic. Monitoring the flow of traffic on the network is the first step in solving video-based bandwidth issues.
Unified communications vendor Polycom has appointed Gary Denman as managing director of its Australian and New Zealand operations.
snom technology has announced that its VoIP phones are interoperable with Schmooze Com’s PBXact phone system and PBXtended hosted PBX. snom VoIP phones can now be autoprovisioned via the Schmooze Com Endpoint Manager for quick and easy installation and no-hassle management, directly from the PBX GUI. The following six snom models are currently certified for the Schmooze solution: snom 300, snom 320, snom 370, snom 821 and snom 870 desktop phones and the snom M9 wireless handset.
The OpenTouch Conversation software (OTC) is intended to help businesses securely and efficiently manage bring your own device (BYOD) strategies and deliver services such as instant messaging, data sharing, voice calls and video collaboration to employees’ personal devices, including smartphones and tablets.
Telegate, a telco specialising in hosted VoIP for the business market, has switched from an Asterisk PBX to a new hosted platform. This has allowed the company to focus on sales and scaling its business, rather than maintaining backend infrastructure.
Insurance company Youi has deployed a new videoconferencing system, as the company’s existing system could not meet the demands of recent business growth.
Implementing any kind of company-wide system has the potential to be a dramatic success or a dismal failure, and unified communications is no exception. Taking a structured approach can mean the difference between a dream deployment and a communications calamity. Graeme Gherbaz, Managing Director of Plantronics Australia and NZ, explains how to employ such a structured approach.
Unified communications (UC) systems often consist of disparate pieces of software from multiple providers, meaning integration, management and reporting can be difficult. An alternative approach is to combine UC with business process automation (BPA), in an effort to avoid these hassles. Brendan Maree, ANZ Country Manager, Interactive Intelligence, explains.
Avaya has announced that Rob Wells, Managing Director, Australia and New Zealand (ANZ), will leave the company on 17 February to pursue a different path with a start-up venture. Rick Seeto will assume the leadership of the business in ANZ until a permanent appointment is made.
Axis Communications has introduced ARTPEC-4, the latest version of its system-on-chip for network video products.