ShoreTel Contact Center 6 call centre software
03 August, 2010 byThe 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, 2010The 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 ZealandIn 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, 2009Hornsby 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.
SaaS revitalises credit union call centre
13 October, 2009 byQantas Staff Credit Union (QSCU) has used IPscape, the Australian software as a service (SaaS) contact centre provider, to revitalise its Sydney-based call centre.
Contact manager with social networking tools
15 September, 2009 bySage has announced the availability of the ACT! by Sage 2010 contact and customer manager. ACT! allows small to medium business to organise all the details of their customer relationships in one place to improve marketing effectiveness, attract customers and create more value from existing relationships.
Contact centre application suite
15 September, 2009 byShoreTel has released the Contact Center 5.1 application suite designed for high-performance and highly available inbound and outbound multimedia contact centres.
Speech recognition helps sell pizzas
17 July, 2009 byWhen Hell Pizza managing director Mike Hird first contemplated launching the New Zealand pizza franchise concept into the Queensland market, he knew that success was about getting noticed fast.
ATA backs proposed anti-offshoring bill
07 April, 2009Stopping offshoring contact centres is the subject of Senator Steve Fielding's bill and it has the support of the ATA.
Contact centre software improves customer service
14 January, 2009 byNew Zealand firm Datacom has improved its customer service by replacing existing hardware-based call centre technology with IP-based contact centre automation software.
