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According to a global Ecosystm cloud study, more than half (53%) of organisations have increased work processes and efficiency as a result of using the cloud.More

Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres.More

The truth is, in today’s hyper-competitive digital economy, organisations that choose to embrace intelligent automation will come out on top.More

According to Everise the agreement with UBASE aligns two unique BPO companies to provide an unparalleled global service experience.More

At one point Chuck exclaimed something that sounded suspiciously like “My hovercraft is full of eels”. Perhaps he was a Monty Python fan!More

The digital customer engagement revolution is here, and is forcing organisations to adapt their customer service strategies, or die.More

Vodafone is experiencing an unexpected fibre cut in Auckland, Penrose, and says this is impacting Vodafone call centres nationwide.More

Outsourcing IT support to the lowest cost provider overseas is not a viable model for New Zealand companies who are trying to develop new markets and satellite operations globally.More

Innovation does not need to be about the latest bells and whistlesMore

The days of call centres being simply a centralised traffic zone for directing telephony are long gone. They are increasingly the nerve centre of any enterprise and decision makers ignore them at their peril.More