Supplier Selection
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...
UniComm - Leveraging VAR and SI Talent
For unified communications success The best approach for your business By Marty Parker, Principal, UniComm Consulting, Co-founder UCStrategies.com Unified communications (UC) is now a proven business tool. Since the Strategic Path articles in ...
UniComm - Key issues and trends in Contact Centre: with Global Expert Don Van Doren
Latest IT Developments and their Adoption By Don Van Doren Principal at UniComm Consulting & President of Vanguard Communications The contact centre industry is settling, mostly gracefully, into middle age. Over the past decade, we’ve see...
ContactCenterWorld - Panel on creating the Intelligent Contact Centre moderated by Raj Wadhwani, President of ContactCenterWorld.com
President of ContactCenterWorld.com, Raj Wadhwani, puts his questions to our panel of experts… Lisa Presbury: Call Centre Manager, Greater Building Society Lesley Lindsay: Quality Manager, Superpartners Daniel Bergan: Operations Manager, Cu...
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...
CIO Institute - CIOs Harnessing the Hype
CIOs Harnessing the Hype CIOs can rise above the avalanche of misinformation in today's market by working out where their organisation stands on the path to IT maturity. Anyone who has encountered IT vendors' more hyped claims – such as, f...
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 ...
Nortel - The Hyperconnected - here they come! A white paper by IDC
A Global Look at the Exploding ‘Culture of Connectivity’ and Its Impact on the Enterprise Romina Aducci Pim Bilderbeek Holly Brown Seana Dowling Nora Freedman John Gantz Abner Germanow Takashi Manabe Alex Manfrediz Shalini Verma...
Nortel - How to evaluate Business Value for Unified Communications by Forrester Research
Unified Communications Support Multiple Business Process Improvements by Elizabeth Herrell with Brownlee Thomas, Ph. D. and Rachel Batiancila for IT Infrastructure & Operations Professionals Executive Summary Unified communications (UC) ...
NSC Group - Integration Provides Increased Customer Satisfaction For Flexirent
As a market leader in 'small ticket' (under $20,000) rental finance of IT products for either personal or business use, Australian rental finance company, Flexirent Capital Pty Ltd has a 100 seat contact centre handling more than half a million calls p...
ServicePoint - Video-as-a-Service: keeping it simple
Implementing videoconferencing can be a difficult task for many businesses, but by taking a serviceoriented approach, you can get all of the benefits without the cost and the complexity. ServicePoint’s Video-asa- Service (VaaS) offerings allow yo...
CISCO - Case Study #3: Single System, multiple benefits
Integrating its communications systems onto a single platform has enabled pay TV provider Austar to reduce its call centre costs while also improving service levels to customers. How did it achieve that feat and what lessons have been learned? Over ...
Aspect Software - What contact centres can teach the rest of the organisation about unified communications
…and where performance optimisation solutions come into the picture By Michael Stelzer, Aspect Software, Country Manager, ANZ The business world is on a quest to break down information silos, and for good reason: when more people have acc...
Verint Systems - Tuning In to the Voice of the Customer
Leveraging your most reliable focus group By Diego Lomanto, Senior Analytics Solutions Marketing Manager, Verint Witness Actionable Solutions Is your organisation brave enough to flip conventional thinking on its head and develop marketing, sal...
NSC Group - Event Driven Architectures in the Responsive Enterprise
Section 1: Introduction To be competitive in today’s real-time world requires greater business agility than ever before. Organizations and their people are working faster, and have to respond ever more quickly and effectively to real-time busi...
NSC Group - Case Study: iSelect Increases Conversion Rate
- 30% - 50% From Day One With so many health insurance funds currently in operation, the task of choosing a health insurance policy can be extremely confusing. Launched in 2000, iSelect is Australia's number-one health insurance comparison site desi...
NSC Group - Case Study: NSW Office of Fair Trading Boosts Customer Service with IP Telephony
NSC Enterprise Solutions successfully completed a $6.8 million contact centre upgrade incorporating Avaya IP telephony for the NSW Office of Fair Trading, an Australian statebased government department. The project consolidated three disparate contact ...
Aspect - An Evaluative Report of the Knowledge Worker's Role in the Contact Center, 2008
Unified Communications strategies are largely focused on improving employee productivity. The concept can be extended to encompass contact centers and customer-facing support functions across the enterprise to enhance communications between organizatio...
Verint - Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service
A Verint Systems White Paper by Bill Durr, Principal Global Solutions Consultant Preface Increasingly, organizations are using analytics to better understand what customers think about their products, services, policies, and service representati...
NSC Group - Maximizing Unified Communications for Your Business
Guidelines for Success in Deployment and Solution Optimization Section 1: Executive Summary Although Unified Communications (UC) is a term that’s frequently heard these days, finding clear – or even consistent – definitions can...
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...
Aspect - Unified Communications...Keeping the Customer in the Equation
Unified Communications – Talk of the Town Everyone is talking about unified communications. But, how they are defining it and why they are considering implementing it varies from enterprise to enterprise. Many unified communications strategies...
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 - Customer Service Analytics New Strategy for Customer-centric Enterprises
Customer Service Analytics: A New Strategy for Customer-centric Enterprises Preface This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today’s volatile global marke...
Cisco - Contact Centres to Customer Interaction: Cisco's Scott Rowan
Market forces are quickly re-shaping the strategic path of customer care by Scott Rowan, Customer Interaction Solutions Team Leader at Cisco. For the first time, the quality of customer experiences is the number one issue in the minds of CEOs (NYSE...
Aspect - UC Calling: Michael Stelzer recommends U.C. for the Contact Centre
Why you need unified communications in your call centre. By Michael Stelzer, Aspect Software, Country Manager, Australia & New Zealand On March 10 2008, Aspect Software issued a press release announcing that it is re-positioning the company&rsq...
IPScape - The New Generation of Disaster Recovery Solutions for Call Centres by Simon Burke
Simon Burke, CEO of IPscape, explains how next generation hosted software solutions give call centres the ability to quickly and easily implement low-cost, highly-effective disaster recovery plans SP: The nightmare days of call centres being unable ...
Verint Systems - Throw a dinner party for your customers: says Erik Laurence, VP at Verint
Leveraging Analytics with Customer Feedback to Personalise and Improve Service By Erik Laurence, Vice President, Solutions Marketing, Verint Witness Actionable Solutions Can you imagine throwing a dinner party for your customers, sitting across the...
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...