Technology news for Australia's largest enterprises
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Datacom partners with Interactive Intelligence Group, sets sights on NZ contact centres
Datacom provides exceptional customer outcomes underpinned by a service that leverages our experience and that of our partners.
UC and the intelligent contact centre
It may not be designed for contact centres, but Zeacom's John Cray says well-integrated Lync contact centres are disruptive for the industry.
Is NZ a contact centre nearshore alternative for Oz?
"For those outsourcers anxious to satisfy this emerging demand, the challenge will be to navigate a very disparate selection of locations in order to choose the right supply markets based on language, cultural affinity, and capability."
Building a bridge between the office and contact centre...
Avoiding the 'I'll call you back' twilight zone is possible. Agile Integration's Paddy Neill provides some pointers on connecting back office and contact centre in a meaningful way.
2talk: Benefits of VoIP contact centre
VoIP offers some benefits for contact centres, as outlined by 2talk's Julian Rivers-Smith...
Analysing contact centres
Contact centres are home to some of the richest data a company may have. Now, as Heather Wright discovers, the move is on to fully utilise that data through efficient analytics.
New communications software for a changing communications story
Zeacom is hoping to capitalise on ‘a very strong migration story’ combined with a changing communications story as the company launches the latest version of its Communications Center.
Lync: Great for business, even better for the contact centre
Unified communications makes multi channel interactions that much easier and more convenient for busy information workers, but it is contact centres which are seeing the biggest benefits.
CallActive further expands Wellington Contact Centre
CallActive secures second floor in their Wellington New Zealand site, bringing total operational capacity to 420 seats as the company continues to expand.
Aastra - ANZ's best-kept contact centre secret
That's the view of Tony Warhurst, managing director Aastra ANZ, a leading company at the forefront of the enterprise communication market.
Zeacom: Happy agent, happy customer
Contact centre agents face a difficult task. They need to find and interact with a lot of information from a variety of sources, while maintaining a cheerful and courteous disposition at all times.
What does the future contact centre look like?
The days are gone of customer satisfaction being achieved by having a good product at a good price with good service.
Getting bang for contact centre buck
Innovation should be driven by the ability to demonstrate gains in productivity, delivering improved service and satisfying customer interactions.
Unified communications and the contact centre
Unified communications and collaboration (ucc) is a much- hyped concept in the contact centre industry.
Contact centres: Room for innovation
Contact centres are spoilt for choice in terms of their ability to add more channels and more convenience to the customers they serve.
7 targets Kiwi market
<strong>Contact centre technology company 7 is on the hunt for Kiwi resellers willing to be ‘agents of change’.
Zeacom sold to Canadian firm for US$30m
Enghouse Systems acquires kiwi contact centre software company to aid assault on SMB space.
Friends close, staff closer in your contact centre
Customer service is the most natural bastion for organisations to adopt social media, discovers social media consultant Jenny Wilmshurst, as she explores how to recruit for the social media-engaged contact centre.
Express Data signs deal with Kaspersky
Anti-virus firm Kaspersky brings Express Data on board as corporate distributor for the local market.