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Call-centre-as-a-service provider BlueCloud Australia has managed to cut its hosting costs in half by shifting from managed hosting to infrastructure-as-as-service.
Increasing connectivity and consumer expectations should force businesses to change how they interact with customers, according to participants at an event hosted by IPscape last week in Sydney. But fear and other factors have made progress slow.
Australian call centre provider, Salmat (ASX: SLM), has signed a five-year deal with Avaya for an undisclosed sum to implement a communications platform across its Australian and New Zealand operations designed to improve customer call resolution.
Optus has slashed its IT help desk costs by 60 per cent after rolling out self-service security software.
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.
Deloitte explores the business and finance implications associated with managing data centres. This paper outlines the options available to structure an organisations data centre and complementary IT services and provides the key considerations that need to be reviewed when determining which option works best for them.
Why do we continue to pay the earth for global roaming? With Telstra increasing global roaming charges by 100-500% in over 180 countries, bill shock can only get worse. This paper investigates why, what and how your company can address the need for global coverage.
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