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.

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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.

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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.

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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.

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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.

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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.

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