Unified Communications / UC stories - Page 18
2011 Trendwatch: Communications
What trends will drive communications in 2011? Ajay Kapoor, VP of Customer Service at Avaya tips desktop virtualisation, SIP and integrated social media channels amongst the prime bell-ringers
New to Twitter. What now?
Social media boffin Simone McCallum, shares personal insights into maximising the man-hours you pump into Twitter
A strategic approach to training
The estimated 30,000 staff working in contact centres across New Zealand have arguably just come through one of their toughest years on the frontline, says Mike Hull, from industry training organisation ETITO
Ticking the boxes
Reduced costs, increased revenue and heightened customer satisfaction are three very good reasons to be taking notice of contact centre trends, says Igor Portugal, CEO of open standards based IP telephony solutions specialist Vadacom
Putting the “Anti” into Social Media
Cloud based services, the rise of smart phones and mobile devices and employee engagement with social media in the workplace is having a significant impact on delivering services across the WAN
Overcoming WAN pains
Deploying a properly and sensibly thought-out WAN solution can save money and increase opportunities
Does cloud make WAN optimisation redundant?
WAN optimisation opportunities are positively expanding as companies make the move to cloud services
Remedy throughput bottleneck
WAN Optimisation versus Content Delivery Networks: how best to know what works in which situation?
ShoreTel and NSC plan to shake things up
New solution (to be announced in March) will bring a "new look" to the face of unified communications, says ShoreTel.
Remote users in WAN jam
Optimising relieves congestion, discovers Keith Newman, as he investigates how WAN optimisation devices have made doing business over the WAN not only tolerable, but in many cases preferable
People first, employees second
Tim Hines, Vice President, Product Management at Consona CRM shares his tips on how to use the Contact Centre and knowledge management to make customer service social
24/7 and social
The changing model of customer service delivery has meant we’re moving away from the traditional phone-only operator to a team fully engaged with multi-channel communication.
Integrating Social Media Into Call Centre Operations calls for a rethink on routine operations management, says Vadim Anikanov, President of the new social media-based customer care outsourcer Voicial.com
Entangled in the social web
Brett Waters, Vice President Asia Pacific – South, RightNow, says it’s time for the call centre to listen rather than deflect.
New-breed “Social CRM”
Social media is a great way to view and identify trends in real-time and create a model to generate advocacy and channel loyal customers. It is all centred around communities, where like-minded people engage and chat based on mutual interests.
Thanks for complaining
It’s about having friends in all the right places. Ignoring online communication channels could cost you your customers, says Contact Centre Consultant Kelly Brickley.
Bring the noise
Social media transforms the business feedback loop and contact centres geared up to deliver customer service through these channels will leave their competitors in the digital dust. Keith Newman tells why we should listen up.
Plugging customer churn
While the contact centre has evolved into a strategic asset for enterprises, the metrics used to gauge contact centre performance have not, says Dan Hong, Analyst for Ovum.
Phone fraud costs companies worldwide an estimated $US80 billion a year. Apart from a spate of attacks a couple of years ago, NZ has largely avoided this problem, but this year we seem to be in the fraudsters’ sights again
Who dares wins
Chinese telco solutions provider Huawei Technologies has its eyes firmly fixed on New Zealand as UFB and LTE become "inextricably linked" to its future. The company’s New Zealand CEO, Arthur Zhang, tells us more.
Infrastructure, or Applications, or BOTH?
There is one thing for certain in the telecommunications industry, and that is change. But today, the amount of change in front of us all is unprecedented, says Steve Fuller, CEO of Enable Networks and TUANZ Innovator of the Year 2010.
‘Frenemies’ unite for rural
Bitter rivalry aside, Telecom and Vodafone recently announced their submission of a joint bid for the Government’s Rural Broadband Initiative. Steve Rieger, Vodafone’s General Manager of Wholesale and New Business Development, tells us more.
Costing Carrier Ethernet
Looking to select a Carrier Ethernet provider? Look no further.
Fearing the host
Word around the campfire is that many CIOs out there are still hesitant to take the leap into the server hosting sphere, entrusting someone else with their infrastructure applications. Rachael Sutton finds out why.