Post Deployment
Independent Insights
Strategic Path - New channels, new risks
When it comes to handling customers, not everybody has the same ideas. Marketing people may want to launch an exciting promotion to bring in new customers, but the likely flood of calls to the company contact centre requires close co-ordination with th...
ATA - Don’t panic! Plan for growth through the meltdown
Over the past three editions, I have explored several large issues that impact on our industry, on our agents and on the customers that contact centres serve. One of the themes considered in May was the impact of stress in the contact centre, especiall...
CCMA - Credit where it’s due
In recent years we have seen an international explosion of contact centres and outbound sales and marketing. In India, centres have as many as 25,000 seats, and there has also been increased interest and expansion into the Philippines and other parts o...
Strategic Path - Far-reaching communications in the far north
Building a major communications network is always challenging, but it’s doubly difficult when you’re trying to do it in the remote reaches of far north Queensland. Angus Kidman looks at how the Cape York Digital Network overcame its technic...
UniComm - Beyond the contact centre…
In 1995, Michael Treacy and Fred Wiersema wrote The Discipline of Market Leaders. In it, they describe three strategic pathways that enterprises can take in order to achieve market dominance. These pathways are operational excellence, product leadershi...
SIP Forum - SIPconnect and the rationale for widespread adoption of SIP trunking
Making the most of VoIP IP PBXs are starting to dominate the enterprise equipment market. But TDM trunking remains the norm, unnecessarily limiting the advantages business customers can realise from IP voice in both capabilities and cost. The answer...
Strategic Path - VOIP Refresh at Corporate Express
VOIP Express Strategic Path interviews Mark Jones, Infrastructure Manager at Corporate Express about his company’s recent IP Telephony upgrade that was implemented quickly and is providing a lasting productivity boost. Having been a succe...
ATA - ATA's Michael Meredith: Satisfying Knowledge
Satisfying Knowledge Knowledge Crush – it’s a term being used to describe coping with constantly changing data and the sheer volume of information received and assimilated by contact centre agents on a daily basis. If you’re ca...
Strategic Path - Live or die by your customer service
Live or die by your customer service In the 21st century quality customer service will increasingly depend on the intelligent deployment of IP-based systems as everything - voice, email, chat, video - becomes just another application on the networ...
Strategic Path - Unleashing IP In the Call Centre
Unleashing IP in the call centre By Kirsten Marsh, Strategic Path writer Intelligent IP applications Real-time performance monitoring and analysis Remote call centres The hosted option Today’s enterprises are inc...Vendor Insights
NSC Group - Realising the desktop continuum
Today, organisations of every size face a host of challenges. Pressure to deliver richer IT services while adapting to market, technology and organisational change is challenging IT departments to create more agile infrastructures that can keep pace wi...
Nortel - Do UC what I see?
Philip Goldie, Director, Enterprise Product Marketing, Nortel, Asia answers our questions SP: A lot of terms are now being brought to market – and with them some confusion – does Nortel see a difference between unified communications a...
Aspect - Contact centre intelligence
All too frequently, companies implement call routing solutions, outbound diallers and siloed performance optimisation products, such as campaign management or quality monitoring, in their contact centres with no real coordinated strategy for making the...
Verint - Setting and Achieving World-Class Performance Standards
Setting and Achieving World-Class Performance Standards How Your Organisation Can Create Opportunities to Excel, Drive and Reinforce Customer Service By Rajeev Venkat, Director, Solutions Marketing, Verint Witness Actionable Solutions Customers ...
NEC - Rice County Municipal Govt move to a fully converged network
Rice County, MN Rice County, located in Central Minnesota, 30 miles south of Minneapolis and St. Paul, is the state’s 13th most populous county. Like many others in Minnesota, it has a great deal to offer residents—attractive outdoor rec...
3Com - A Single Voice/Data Network Increases Daniel Silva's Productivity and Profits
A Single Voice/Data Network Increases Daniel Silva’s Productivity and Profits Snapshot Moving its main office was the perfect opportunity for freight forwarders and customs broker Daniel Silva Ltd. to reduce communications costs and increas...
NEC - DACA move to a new office and implement UC
Debt and Credit Advisors Debt and Credit Advisors (DACA), based in Camarillo, CA, is dedicated to guiding consumers to a debt-free future by motivating them to implement practical, proven strategies. According to Debt and Credit Advisors Executive D...
Verint Systems - Workforce Optimisation: The Strategy Defined
Workforce Optimisation: The Strategy Defined What is workforce optimisation? You can search through many documents about workforce optimisation without ever encountering a succinct definition. This is typical for a term that rightly describes a ...
Verint Systems - Optimising workforce optimisation
Optimising workforce optimisation Strategic Path (SP): Do you think the Australian market for large enterprise workforce optimisation systems, such as those offered by Verint, has reached maturity? Where might any remaining growth come from in t...
Verint Systems - Voice of the customer - Putting consumers at the forefront
Voice of the customer: Putting consumers at the forefront By Oscar Alban, Principal Global Market Consultant, Witness Systems Customer opinions and the internet Perception versus reality: It may be worse than you think Putting v...
Jabra - Transitioning from PBX to VoIP - gain without the pain
Transitioning from PBX to VoIP – gain without the pain As business realises the benefits of VoIP for corporate telephony one company is making life easy by manufacturing wireless headsets to take both conventional and IP phone calls. A...