contact centre

Call centres – What does the future hold?

Making projections 10 years out in any industry that relies heavily on information technology (and which one doesn’t) is a tough call, but here’s a few suggestions as to what the contact centre will look like 10 years hence.

Contact centres: the big picture

Technology and the growing obsession with ‘customer experience’ are combining to transform the contact centre. A new study makes an ambitious attempt to define the new role of the contact centre and set out what businesses can do to optimise the performance of their contact centres.

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

The call centre is dead, long live the contact centre

American author Mark Twain famously responded to a premature obituary by saying: "The report of my death was an exaggeration.” The same could be said of the call centre, or should that be the contact centre?

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.

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.

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.

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.

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.

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.