contact centre - News, Features, and Slideshows

• Toowoomba council inks managed services deal with QPC

  After a comprehensive tender process, Toowoomba Regional Council has struck a managed services contract with QPC to ensure ongoing support of its contact centre and telephony applications.

• Industry snapshot: Farid Jarrar a CIO at the forefront of the contact centre evolution

  Stellar CIO Farid Jarrar says there’s been “monumental change” in the contact centre world in the past two years, a top challenge yet rewarding task for him as CIO leading the company’s internal and external stakeholders towards significant transformation.

• The future of the contact centre

  In 2015, it’s all about the customer. More than ever, buyers are demanding real-time access to just about every channel of service offered by a contact centre from voice to instant messaging to web chat and social media.

• In pictures: CIO roundtable - The future of the contact centre

  IT leaders gathered at Melbourne's Cecconi's restaurant to discuss the role modern omni-channel contact centres are playing in improving customer engagement to help organisations remain competitive. The roundtable luncheon was sponsored by Genesys.
  

• Avaya finds growth in mid-market

  Avaya sees opportunities for growth in the Australian mid-market as it continues its move from a primarily hardware and software company to a software and services business, according to Tony Simonsen, Avaya's MD for Australia/New Zealand.

Whitepapers about contact centre

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  The Total Cost of Ownership of Cloud- and Premise-Based Contact Centre Platforms

  This report looks at the five-year cost comparisons for technology infrastructure deployment.

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  Increase Customer Service Agility with Cloud Contact Centres

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  Ten considerations for moving your contact centre to the cloud

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  Omni-Channel Customer Service Demands the Intelligent Contact Centre