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	NSC is a great place to work NSC Group recently participated in the 2012 “Great Place to Work” survey. It provides employees in participating organisations with an opportunity to comment on their experience with their employer. In particular, employees are asked for feedback on: credibility – the extent to which they see management as believable and trustworthy respect – whether they feel valued at work fairness – whether the company’s policies and practices are equitable and impartial pride – how good they feel about where they work camaraderie – the sense of community and friendliness of their workplace We are very pleased to report that NSC rated well on all five components of the survey and that 86% of NSC’s employees agreed with the survey statement: “Taking everything into account, I would say this is a great place to work”.
	The latest issue of NSC Group’s magazine, Converge, is now available: how Starlight installed a new communications system and saved money social media in contact centres: 9 factors for success Victoria Teachers Credit Union: the best is getting even better our predictions for 2012: how we expect IT and communications to change this year Click here to read all about it.
	NBN consultation paper on fibre access services for business now available Australia’s next-generation broadband communications infrastructure has commenced: NBN Co is rolling out internet access services to residential consumers around the country in partnership with Australia’s retail internet service providers ... a significant undertaking. For the business market, NBN Co is also moving ahead. Their Consultation Paper entitled “Proposed Business and Enterprise Fibre Access Services” was released on 23 December 2011. This paper gives a good insight into services that will reshape how Australian businesses will communicate nationally and internationally in the near future. Broadband fibre access services will significantly change the way organisations access service providers, providing both the private and public networks that form the backbone for information demanding economies. NSC is actively involved in providing network solutions that will enable the efficient use of the NBN Co Business and Enterprise fibre based access services and smooth the transition from existing data and voice networks that currently underpin organisational and inter-company communications. Click this link to get a copy of the consultation paper from the NBN Co website.
	World’s fastest core Ethernet switch – now available in Australia from NSC Group Breakthrough for cloud and mobile networks NSC Group is now able to offer customers the BlackDiamond X8 core switch from Extreme Networks. Independent testing undertaken by The Lippis Report, demonstrated that the BlackDiamond was between three and 10 times faster than any other core Ethernet switch in its form factor. What’s more, it had the lowest latency and best power efficiency per port – critical attributes in carrier and enterprise data centres, cloud-based storage and HPCC. Click here to read the full story
	NSC Group named Avaya ‘APAC Partner of the Year’ - Winner of major Avaya award two years in a row NSC Group has again demonstrated its market leadership in the provision of Avaya business communications solutions by winning the prestigious Avaya Connect Asia Pacific Partner of the Year award for 2011. Click here to read the full story

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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.

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.

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.

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.

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.

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.