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News

• Woolworths Liquor cuts customer call wait times

  Woolworths’ Liquor Multi Option Retail division has reduced customer phone wait times following the implementation of communications software in 2010.

• Moving to the Cloud equates to a brighter financial outlook

  The top priority for any CFO has to be the financial security and viability of the business. They must work to ensure an organisation has the tools to make or save money, while at the same time invest wisely into new solutions. Moving to the cloud is a case in point, as it can offer significant cost savings and potential for new revenue streams, but there may also be the fear of the unknown.

• IT spending by banks recovering, to surpass pre-GFC levels by 2014: IDC

  The financial crisis of 2007–2008, more commonly known as the global financial crisis (GFC), instantly put a stop at businesses, none more so than by banks.

• VoIP enhances Hobsons Bay customer service

  A transition from analog to IP telephony in mid-2011 enhanced the Hobsons Bay City Council’s ability to communicate with constituents. Customer service manager, Suzanne Paterson, said the council plans to add Web chat to open a further channel for customer interaction.

• North Sydney Council dumps PBX system and moves to new telephony system

  Staff frustration with an ageing PBX system has forced North Sydney Council to move to an integrated telephony system.

• iSelect eyes more speech analytics after $350K spend

  Despite spending upwards of $350,000 on a speech analytics system, Melbourne based insurance broker iSelect is looking to expand its existing call centre software to support better real-time processing, including possible emotion recognition.

• North Sydney Council deploys IP communications

  North Sydney Council has deployed an IP communications solution that adopts an all-in-one approach to customer service.