Welcome
Word from the Managing Director
Welcome to the final issue of Converge for 2010. The year has seen us battle through the remnants of the Global Financial Crisis and produce a respectable profit. In fact our growth saw NSC rise to No 39 in this year’s CRN Fast50 – a pleasing result given we were one of only four companies to make the list with revenues over $50 million.
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Congratulations to FlexiGroup and A&G Insurance on their recent ATA Awards

NSC would like to congratulate two of its customers - FlexiGroup Limited and A&G Insurance Services - on their recent success in the ATA National Awards. A&G Insurance Services took out the ‘Contact Centre with more than 120 FTE employees’ for the second year in succession while FlexiGroup Limited went home with three awards – ‘Contact Centre with 50-120 FTE employees’ was taken home by FlexiGroup Limited– New Business, ‘Contact Centre with under 50 FTE employees’ went to FlexiGroup Limited – Collections, and ‘Call Centre Champion’ went to Alison Binskin, FlexiGroup Limited; Now in their 16th year, the ATA awards recognise the best of the best in the Australian contact centre industry and award the efforts of individuals and organisations that have sought to improve standards, innovation and professionalism at a team, centre and industry level.
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IP Telephony from NSC puts NHNZ in the picture

NSC New Zealand has been selected to provide a sophisticated IP Telephony solution to multi-award winning production company, NHNZ.
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NSC Consulting provides strategic advice to ensure greater business and IT alignment

Launched in June this year, NSC Consulting, an independent business unit dedicated to assisting organisations meet key business objectives and goals through improved alignment between the business and IT, is gaining traction with both NSC customers and non-customers alike.
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Avaya Transforms Business Collaboration

Avaya has released a family of real-time enterprise video communications and collaboration products and services that deliver a simpler, more compelling end user experience. The Avaya Flare is said to be the industry's first, next-generation user experience delivering collaboration capabilities across video, voice and text.
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Is social media the 2010 equivalent of email?

Remember the 90s – the time when email conversations were going to replace phone calls in the contact centres? The promises were made of thousands of emails pouring into the contact centre, replacing the avalanche of calls. The requirement to route emails, just like phone calls was all most of the providers could talk about.
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NSC appoints Mark McBride to Qld & WA State Manager role

NSC has appointed Mark McBride as State Manager for Queensland and Western Australia.
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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.
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Paul Edmondson to head new NSC Consulting group

NSC Group has promoted Paul Edmondson to the role of Head of Consulting.
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Avaya Data Solutions Launches Virtualisation Strategy

Avaya has launched a new data networking architecture that helps enterprises reap the benefits of virtualisation in a more simplified and cost-effective manner. This technology utilises a new, end-to-end enterprise-wide architecture designed to help CIOs and IT departments meet the surging demand for new content and business collaboration applications.
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Verint extends Customer Interaction Analytics portfolio with addition of Sentiment and Text Analytics

Verint Witness Actionable Solutions has launched its new Impact 360 Text Analytics solution, part of the growing Customer Interaction Analytics portfolio. This new offering helps forward-looking organisations gain an aggregated and unified view of customer service, experiences and opinions across both direct and indirect customer communications channels. Impact 360 Text Analytics is the latest addition to Verint’s Customer Interaction Analytics portfolio, which includes Impact 360 Speech Analytics and Impact 360 Data Analytics, along with valuable survey insights derived from the Impact 360 Customer Feedback software.
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RAD unveils Central Site Carrier Ethernet Aggregation Switch

RAD Data Communications has introduced the ETX-1002, a 10-Gigabit Carrier Ethernet aggregation switch. The ETX-1002 provides a central aggregation solution for RAD’s ETX Carrier Ethernet demarcation devices installed at the customer premises and service endpoints, as well as third-party network termination units (NTUs).
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Leveraging value-based segmentation

In the current tough economic climate, companies must make hard decisions about where to invest their limited funds and resources. An important strategy for success is to leverage value-based customer segmentation and resourcing to win and retain cross-channel customers. As a preferred Genesys Business Partner, NSC has pleasure in offering you the opportunity to download this executive brief from Genesys which looks at why the success and survival of today’s companies depends on the alignment of organisation-wide goals, people, processes and technologies that can orchestrate value-based segmentation and resourcing across “front door” channels to optimise business outcomes. To download a copy of this whitepaper Click Here
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  NSC Group Pty Ltd ABN 43 104 399 233. 68 Waterloo Road, North Ryde, NSW 2113