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Contact Centre stories
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8x8 introduces its premium feature rich CCaaS product to AU and NZ
8x8 is a global organisation that recently opened up business in AU & NZ after experiencing strong demand in the area - find out what they offer here.
Genesys aims for "next level" of growth with new MD & sales VP hire
Genesys has appointed a new managing director & VP of sales for its ANZ operations as the company hopes to take its services "to the next level".
Australia-first: Contact centre as-a-service hotel opens for business
The Contact Centre Hotel is a fully equipped facility offering seats on a per-month basis - an Australian-first.
Avaya automates and streamlines AIDA's contact centre systems
Australian-based AIDA Group has chosen Avaya's contact centre technology in order to transform its call centre and customer experience processes.
Poor customer service costing Aussie businesses $11 billion a year
"This research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator."
Quality Connex wins exclusive ANZ distribution rights for Vocalcom
“This exclusive arrangement is recognition of the significant strategic growth that has been achieved and the customer success delivered by us."
Liquid Voice signs first NZ distie agreement with Cogent
“This agreement goes beyond a simple distribution by bringing the expertise at Cogent to the growing number of resellers in New Zealand."
Enghouse Interactive provides valuable insights on local government customers
Given their great success with councils and local government customers, Enghouse Interactive provides invaluable insights on the industry.
IT issues the number one restricting factor for contact centres
Nearly half (44%) of industry professionals say a primary barrier to running an effective contact centre is ‘IT issues’.
The call centre is dead, long live the contact centre
Technology presents opportunities to increase channels of customer interactions and drive down costs, creating major opportunities for businesses.
Security hampering Aussie cloud contact centre market
"Once these challenges are mitigated, the market will witness a strong uptake of cloud contact centre solutions.”
Growth ahead for channel as transformation gathers steam
The future is looking bright for channel partners according to an Avaya survey which finds 68% are expecting growth this year. But what's driving it?
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.
Customer experience key to preventing churn
Improving customer experience with the contact centre is key to stopping churn, says Zeacom's Dean Hodgson.
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.