Welcome
Word from the Managing Director
As we race to the end of another financial year, I am pleased to share with you, despite not being our easiest year, NSC has been able to maintain its strong financial position. We are on track to record year-on-year growth of around 20 percent at a respectable level of profitability.
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 Introducing NSC Consulting
At NSC we are dedicated to helping you achieve your desired business outcomes. In order to help your business by defining and implementing processes and procedures that assist you to achieve your business and profit potential, we have introduced NSC Consulting – an independent business unit working to your agenda.
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 NSC is partner of choice for Nortel customers
More than 22 companies with Nortel systems 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 204 sites and just under 7,000 Nortel voice users being managed by NSC.
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 NSC hosts Next Generation Contact Centre Seminar
NSC New Zealand is hosting a half day seminar on the ‘Next Generation Contact Centre’ in Wellington at the Intercontinental on July 6th and in Auckland at SkyCity on July 7th from 8am to 12pm.
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South East Water boosts productivity and customer service with innovative Unified Communications
South East Water, one of Melbourne's three State-owned water retailers, provides water, sewerage and recycled water services to 1.4 million residential, commercial and industrial customers in the city’s south-east region. The company has around $2 billion of assets and almost 800 information workers.
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 2010 Business Collaboration Summit
The second annual Sydney Business Collaboration Summit held on May 19 was a great success with more than 400 registrations. It introduced several direct customer experiences which unveiled strategic competitive advantages for organisations wishing to drive business agility, deliver customer service excellence and maintain their focus on achieving successful business outcomes.
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 NSC MD to celebrate birthday on Mt Kilimanjaro
Further to the story we brought you in the last issue of Converge, we would like to report, NSC Group Managing Director, Craig Neil is poised to tackle his greatest challenge yet – a 13-day trek up Mt Kilimanjaro as part of the Humpty Dumpty Foundation’s 2010 major Fund Raising event. The proposed dates of the trek are 29 July - 10 August which means Craig will celebrate his 45th birthday half-way up the mountain! Craig assures us his training program is going well and he is on track to raise $50,000 for the organisation, which will be used to buy urgent medical equipment for hospitals throughout Australia. To date Craig’s supporters have donated $31,949.90 and Craig thanks you all very much. There is still time to contribute, so if you would like to donate to this very worthy cause please click on the following link:
http://www.everydayhero.com.au/craig_neil
 NSC invites you to enter the “Comfort Zone”
NSC has devised a Technology Change Management Program ‘Comfort Zone’ to enable you to proceed with delivering a new generation of business services while reducing the inherent risks of supporting a diverse and complex pool of technologies.
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 Network Centric Warfare
NSC participated in the 2010 Network Centre Warfare conference in Canberra in April. Drawing from national and international perspectives, attendees gained essential information on Defining the Latest Strategies and Technology Enhancing Network Centric Warfare, were provided with an Update on the Policy & Governance surrounding NCW within Australia. - MORE -
 Creating a social media strategy for your Contact Centre
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. Every day brings another story of a business using these technologies to connect with customers and prospects. Or we hear about a social media startup with just an idea, a virtual server and programming talent rolling out a new service or gadget. 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 communication and interaction can be a game-changing opportunity to expand contact centre reach and performance. To read more download this new whitepaper from Avaya. - CLICK HERE TO DOWNLOAD -
 Back-Office Management of Tomorrow – the Workforce Optimisation Catalyst
Many organisations underestimate the impact their back-office operations — the areas that support delivery of products and services sold — can have on their overall enterprise efficiency. Although different departments may handle order fulfillment, applications processing, transaction processing, billing and collections, inefficiencies in any one department often ripple into others, greatly impacting the speed and cost of transactions — not to mention the customer experience. The back office, with its scale and scope, offers the greatest opportunity for improvements that will deliver higher quality products and services, faster and more cost effectively. This paper examines the growing and vital impact today’s back-office departments have on customer satisfaction and enterprise success. Find out how organisations can effectively assess and manage their back-office operations to increase productivity, improve throughput, achieve service level agreements, minimise costs and enhance the customer experience — across varying and distributed departments, systems, and processes. To read more download this new whitepaper from Verint.
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 Spanish Call Centre eliminates costly international lines
With a presence in thirteen countries, Spanish call centre, Grupo Atento was looking to connect contact centres in Spain with hundreds of customer service representatives offshore in two South American countries.
The solution was RAD’s Vmux voice trunking gateways, which feature the best compression ratio on the market while maintaining high voice quality over data links. The gateways drastically reduced Opex by eliminating the need to lease expensive international E1 lines. Group Atento also enjoyed a reduction in the number of lines, faster deployment of new services and desktops and the use of the same lines for voice and data. To read more download this case study.
- CLICK HERE TO DOWNLOAD -
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NSC Group Pty Ltd ABN 43 104 399 233. 68 Waterloo Road, North Ryde, NSW 2113
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