Written by: Stuart Corner | Published in: Cloud ServicesSydney-based IPscape, a provider of cloud-based call centre services, has set its sights on becoming a global player backed by Telstra which took a 31.3 percent stake in the company in June.
Written by: Stuart Corner | Published in: TechnologyTelstra has launched a hosted contact centre service using technology from market leader Genesys. Meanwhile, its international arm is offering -outside Australia a cloud-based contact centre service using technology from Australian company IPscape in which Telstra is an investor.
Written by: Stuart CornerThe Commonwealth Bank has awarded Telecom NZ subsidiary Gen-i a five year contract for the provision of contact centre services, following a competitive tender.
{loadposition stuart}According to Gen-i its Genesys-based call centre platform handles over 100 million calls a year and intelligently routes calls to over 1,500 agent representatives."Gen-i is assisting the Bank
IPscape, a provider of hosted IP-based contact centre services, is offering businesses that use its facilities the ability to receive requests for service from their customers in the form of tweets.
Written by: Peter Dinham | Published in: Cloud ServicesEmerging global provider of cloud-based customer service software, Zendesk, has established an Australian Development Centre in Victoria, paving the way for 20 new highly skilled development jobs, with the new centre to be the hub for the company’s further development of cloud technologies.
Featured | Written by: Stuart Corner | Published in: Cloud ServicesCompetition in the Australian market for cloud-based contact centre services is set to intensify with local player, Engage, to be acquired by US-based LivePerson, a $US157m per year company with over 8000 customers including IBM. HP and Microsoft.
Written by: Peter Dinham | Published in: Cloud ServicesThe contact centre market in Australia is set for a significant shake-up with a major transformation of the industry predicted over the next three to five years as cloud based solutions and mobile devices gain momentum and change the way organisations provide customer service.
Both Telstra and AAPT are calling for NBN Co to be given some flexibility in the terms and conditions of its contracts with its wholesale customers. In contract, Optus says no discrimination should be permitted.
Communications Australia - a systems integrator specialising in unified communications and contact centres - has become a channel partner of hosted contact centre systems provider, Interactive Intelligence, and has developed technology designed to gather and analyse information from a variety of social networks to provide meaningful information to contact centre operatives.
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