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Mindpearl controls costs with virtual contact centre

A rapidly growing business and demand to increase call capacity, resulted in Mindpearl's decision to open a new 1000-seat contact centre in Fiji with assistance from leading contact centre integrator, NSC Group.

.... read more

 


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NSC is partner of choice for Nortel users on the move

More than 20 Nortel users have selected leading converged communications integrator, NSC Group, as their new partner of choice since the completion of the Avaya acquisition.  This brings the total to more than 200 sites and just under 7,000 Nortel voice users being managed by NSC.

 ... read more


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NSC appoints Dimitrios Margaris as Northern Region Implementation Manager

NSC Group, has appointed Dimitrios Margaris as Implementation Manager - Northern Region. Dimitrios is responsible for the field services group including Project Managers, Technical Lead/Services Engineers and Solutions Consultants in Queensland, New South Wales and the ACT. 

 ... read more

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Virtual contact centre controls costs and improves efficiency for Mindpearl

Established in 1999 by a group of airlines to provide multilingual, 24x7 call centre services, Mindpearl is now an independently-operated outsourced call centre provider. The company provides a local calling experience for more than 30 countries using a global virtual private network and MPLS VoIP network to route the calls to call centres in Europe, South Africa and Australia. Mindpearl's business is growing quickly and in order to meet clients' demand for increased call handling capacity the company decided to open a new contact centre in Suva, the capital city of Fiji, to support a broad range of customers and their requirements at a competitive price.

...read more

South East Water boosts customer service with innovative Unified Communications solution

With a strategic focus on growing value and improving its customer focus through innovative technologies, South East Water was searching for a  Unified Communications solution to set the platform for the next decade. In keeping with its focus on innovation, South East Water was looking to provide an integrated Unified Communications platform for state-of-the-art collaboration and productivity tools throughout the organisation by leveraging its existing investments in Microsoft Office Communications Server and Exchange Server.

... read more

IP Telephony delivers award-winning customer service for A&G

Auto & General Insurance Company Limited is one of Australia's leading incorporated general insurance providers. It's most recognisable brands include Budget Direct offering quality products and associated services for Car, Home & Contents Insurance. Budget Direct issues more than 5000 policies every week with a large proportion of these issued and completed over the telephone through inbound sales enquiries. Thus, a secure and efficient telephony system is essential. A&G takes pride in achieving a high level of operational excellence through the application of advanced systems and processes built on a global framework.

... read more

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Thought Leadership Articles

NSC is pleased to present a selection of Thought Leadership articles from its partner community.

Contact Centres go Social!

It's nearly impossible to find a marketer who isn't trying to understand and harness the potential of social media and Web 2.0. Companies that operate contact centres have a particular need to sort out the social media options, select the right ones and integrate them into their operations. Deploying the social media platforms that are revolutionising communications and interactions can be a game-changing opportunity to expand contact centre reach and performance.

read more .....

How should an enterprise move toward Unified Communications?

Avaya defines Unified Communications as orchestrated communication and collaboration across locations, time, and medium to accelerate business results. It is achieved through the convergence of real-time, near-real-time, and non-real-time business communication applications including: calling, conferencing, messaging, contacts, calendaring, collaboration, and rich presence with voice, video, text, and visual elements. Users can access these capabilities using multiple modalities including voice, data, and speech access, through telephones, PCs, and mobile devices.

...read more

Customer Service Analytics - A new strategy for customer-centric enterprises

This paper profiles customer service analytics, an essential part of an enterprise strategy for delivering customer service in today's volatile global market. It describes how the customer service analytics offerings foster customer-centric business processes by improving the efficiency and effectiveness of enterprise customer service, driving down costs and building a cycle of continuous performance improvement across the entire customer service value chain.

... read more

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Blog Index

ChatterBox - John Camp

"It’s not what you say it’s the voice that says it that’s important - Voice Biometrics... is your voice your password?"


ChatterBox - John Camp

"Do customers love you, hate you... or don't they care?"

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FOXTEL enhances customer experience

Over the last 18 months FOXTEL has undertaken a major Call Treatment program to enhance the customer experience.  Special Guest presenter, FOXTEL Telephony Manager, Anita Williams, will share some of the highlights of the FOXTEL journey.

Click here to register

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The Impact of Social Media in the Contact Centre

In April this year, the Nielsen-Community Engine 2010 Social Media Business Benchmarking Study found 70% of Australian businesses intend to use social media in the coming year. If you are one of the many organisations looking at the impact of social media in your contact centre and wondering where to start, NSC is pleased to present this introductory seminar.

Click here to register

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