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.
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Laithwaites Wine People has looked to the Cloud to improve its call centre operations, rolling out a public Cloud offering across its new 35 seat customer service centre in Sydney.
AAPT has rolled out a new Cloud-based contact centre solution for its wholesale and business contact centres.