contact centre

Toll swaps stagnant Siebel for Salesforce

Toll swaps stagnant Siebel for Salesforce

CRM couldn't scale to handle Christmas.
Ry Crozier Sep 28 2018 9:12AM Cloud
Foxtel turns to data to keep its customers

Foxtel turns to data to keep its customers

Works out how much to discount its products to stop churn.
Ry Crozier Jul 3 2018 12:54AM Strategy
Genesys to buy Interactive Intelligence for $2 billion

Genesys to buy Interactive Intelligence for $2 billion

Hopes to fight off contact centre rivals.
Staff Writers Sep 1 2016 10:04AM Strategy
Telstra to cut 150 jobs from enterprise services group

Telstra to cut 150 jobs from enterprise services group

Adds to 200 voluntary redundancies in call centres.
Allie Coyne Nov 26 2015 11:05AM Telco/ISP
A new perspective on digital leadership

A new perspective on digital leadership

Is the coalface of a bank’s technology operations the data centre, or the contact centre?
Brett Winterford Sep 8 2014 12:31PM CXO Challenge
Salmat moves contact centres to private cloud

Salmat moves contact centres to private cloud

Consolidates PABX installations across the country.
Liz Tay Sep 27 2012 7:00AM Software
Telstra Global offers hosted contact centre

Telstra Global offers hosted contact centre

Updated: Building an over-the-top portfolio.
James Hutchinson Jul 3 2012 11:47AM Networking
Woolworths slims service desk footprint

Woolworths slims service desk footprint

Consolidates customer support.
Ry Crozier Jul 19 2011 6:45AM Strategy
Australians urged to donate online for flood relief

Australians urged to donate online for flood relief

Data centre staff in for the long haul.
Brett Winterford Jan 11 2011 1:06PM Networking
Flood relief tests Queensland shared services strategy

Flood relief tests Queensland shared services strategy

Call centre system crashes as Australians open their wallets.
Brett Winterford Jan 11 2011 6:03AM Networking
Centrelink trials call recording technology

Centrelink trials call recording technology

Monitors employees' screens, calls in ongoing trial.
Liz Tay Nov 30 2010 11:11AM Strategy
Salmat opens new offshoring centre

Salmat opens new offshoring centre

Philippines facility to handle Australian queries.
Liz Tay Sep 10 2010 6:00AM Strategy
Web shakes up contact centre industry

Web shakes up contact centre industry

The Internet has turned traditional concepts of brand loyalty, sales, and customer expectations on their heads, Genesys execs have warned.
Liz Tay Aug 15 2008 1:22PM Strategy
NAB upgrades contact centre technology

NAB upgrades contact centre technology

The National Australia Bank (NAB) is adding natural speech capabilities to its contact centres in an effort to ‘join the dots’.
Liz Tay Aug 13 2008 1:13PM Telco/ISP

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