contact centre

The call centre agent that never sleeps

Salmat Virtual Agent reduces costs and improves the productivity of the contact centre, ultimately creating better quality customer service

From call centre to customer experience centre

Once upon a time the organisational unit responsible for customer interactions was the call centre. That was when the telephone was the only means of customer communication other than snail-mail. With the proliferation of customer interaction technologies the call centre has morphed into the contact centre, but today, it seems, even that term is no longer adequate.

So you think you need a contact centre?

For any small but growing business there will come a time when simply having staff answering calls from customers, making outgoing sales calls, responding to customer emails etc will cease to be adequate and the question will be asked: "Do we need a contact centre?"

Next Buddy: Best of both IP PABX worlds

The communications needs of every business today, even small businesses, extend well beyond telephony. There's email, voicemail, instant messaging. And many businesses need to operate a contact centre with all that entails. Then there's video and presence, both of which are becoming increasingly important.

Kodak Selects RightNow to Deliver Superior Customer Experiences Across the Web, Social Networks and Contact Centre

Eastman Kodak Company (NYSE: EK) has selected RightNow (NASDAQ: RNOW) as their standard platform for customer service and support across for its business to business operations. Kodak will standardise on the RightNow CX customer experience suite to deliver superior experiences across all customer and partner interaction points, including web, social networks and contact centre.

3D Networks named Avaya (APAC) Contact Centre Partner of the Year

3D Networks (Australia), a part of the Planet One group of companies, was last week presented with the Avaya Aura Contact Centre APAC Partner of the Year award, in recognition of its implementations in Australia.

How to make the best from Gen Y contact centre staff

TELUS International, the global contact centre outsourcing arm of TELUS, says that 80 percent of contact centre employees are Gen Ys or millennials (22 - 33 years old) and that contact centre operators have failed to recognise and take advantage of this fact.

Nuance and Cyara Solutions Partner to Ensure Successful Deployments of Speech and Voice Biometrics Solutions

Cyara Signs Nuance Network Speech Value Added Reseller Agreement for Australia and New Zealand; Agreement Aimed at Increasing Success of Speech and Voice Biometrics Deployments through Cyara’s Innovative Approach to Application Simulation, Testing and Monitoring.

New ways to understand your customers

Exit surveys - giving customers some pre-recorded questions to answer after they have completed an interaction with a call centre agent - are a popular way of gaining customer feedback. The problem is they provide no information on the history of the customer’s interaction so give little indication as to the underlying cause of the customer’s responses.

IPscape’s true cloud awarded $825K government grant to accelerate expansion of homegrown innovation

IPscape, Australia’s true cloud-based contact centre technology provider, has received an $825,000 grant in the latest round of Commercialisation Australia funding.