Nemertes Research has identified five key trends reshaping customer experience management that it says “underscore a need for those responsible for contact centres to proactively prepare for a rapidly changing environment.”
Hosted Cloud Contact Centre Channel
US-based Nucleus Research has come out with five compelling reasons for organisations to migrate their contact centres to the cloud: cost, flexibility, time to value, workforce optimisation and less disruptive innovation.
People are the biggest cost for any contact centre operator. The number of staff and their efficiency are key determinants of contact centre performance. So it’s important to ensure that their numbers are optimal and that they are operating at maximum efficiency.
Every day outbound contact centres operators face the same challenges regardless of their industry sector, or the size of the business they serve. Now, thanks to cloud-based contact centre services like those provided by Premier Technologies, small businesses can access all the features that were once exclusive to large-scale, high-end contact centre applications, and beyond their budgets.
There's a natural synergy between cloud computing services and mobile Broadband, especially the latest 4G services.
Australia has been ranked second in a global scorecard comparing the cloud computing environments of 24 leading countries, but the organisation representing the local cloud computing industry is still not happy.
When Premier Technologies launched its first foray into what today would be called cloud computing, clouds were fluffy things in the sky, things you had the misfortune to suffer under or, if you were lucky, things with silver linings.
With agent salaries accounting for almost 60 percent of call centre opex and with other salaries taking the average wages bill to almost 70 percent the opportunity to make significant opex savings by shifting to a cloud-based call centre might seem rather limited, but that's not the case.
Australia's Labor Government is a big fan of teleworking, perhaps not surprisingly given that it is trying to find applications that will soak up the enormous capacity of its National Broadband Network. At the other extreme, high tech giant Yahoo! has just told its employees that teleworking will cease from June.
Communications enabled business process (CEBP) is a buzz phrase that has been doing the rounds of IT for half a decade at least, with claims that its adoption can produce significant efficiency gains and cost savings. It's been brought to the fore again by market research firm Ovum.
Australian organisations struggle to engage customers through the emerging channels of social media and smartphone apps and need to ramp up their focus on 'customer experience' by creating a C level role for its management.
The IT cloud is spreading: from its most basic form, infrastructure as a service, it has evolved to embrace platform as a service and high level applications, like call centre software, as a service. Now the network that provides access to the cloud is being provided as a service, and there’s even talk of a world where many of the things we buy and use today will be delivered as pay-as-you-use service.
A US-based analyst has warned contact centre operators to move their software into the cloud before competitive pressures force them to do so.
Research firm Frost & Sullivan is tipping a major transformation of the Australian contact centre market as cloud-based contact centres, such as those based on Premier Technologies’ Premier Contact Point, gain momentum.
Premier Contact Point leads the industry in innovative hosted contact centre solutions for businesses of all sizes.
Reputable providers of hosted call centres take a layered approach to ensure the security of the system and of sensitive customer information.
New leadership at Aspect, a contact centre solutions company, convinces analysts of its commitment to growth
Hosted cloud-based contact solutions meet businesses' need for cost efficient customer-centric contact centres.
As businesses look for ways to increase efficiency and decrease costs, Premier Contact Point meets the evolving demands of the modern call centre.
Genesys, a leading provider of customer experience solutions, today announced that it has been named Contact Centre Applications Vendor of the Year for 2012 in Frost & Sullivan’s Australian Excellence Awards. Genesys won the award for demonstrating outstanding performance and growth within Australia in 2012.
The contract, won in partnership with Azzurri Communications, will see Eckoh develop and implement a hosted speech recognition solution across the Council’s customer service operations
- Premier grows hosted contact centre solution team
- New Work Commences at Excelior Bendigo, while Skills and Jobs Expo likely to be recruiting opportunity
- Epicenter Takes to the Cloud with CosmoCom-Based Hosted Contact Center Service from Tata Communications
- Convergys Targeting Asia Pacific Region with Expanded Premier Technologies Partnership
- Home Based Call Centre improves operations in seven days with IPscape SaaS technology
- Economic downturn good for call centre business - IPscape opex model attracts new deals
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