contact centre industry

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Securing the Contact Centre in Asia-Pacific

The contact centre industry has transformed dramatically over the last decade. Contact centres form the heart of the organisation today, and are often the primary or only point of contact with the customer. New opportunities in the contact centre, however, also result in a new set of security challenges. Although...

Tags: Dimension Data, Contact Centre Industry, Security

White papers 2008-05-22

Additional Resources

Xerox: Gel ink will be the future

There may come a day when we're buying a tube of ink gel for our printers. Xerox on Thursday said it is previewing what it calls a "cured gel ink technology" that prints on plastic and foil. Xerox's plan is to take digital printers to the packaging...

Tags: Xerox Corp., Paper, Image Quality, Inkjet Printer, Ink, Gel, Larry Dignan

Blog posts 2008-05-29

Dennis Howlett: Is Larry Ellison unwittingly handing SAP a winning card?

Fellow Enterprise Irregular and desconstructor of the ERP giants Dennis Howlett contributes this guest post on the ongoing Oracle vs. SAP battle. He goes deep in looking at the ramifications of Oracles recent lawsuit versus SAP and its TomorrowNow subsidiary that provides affordable support for Oracles J.D. Edwards, PeopleSoft and...

Tags: Larry Ellison, SAP AG, Oracle Corp.

Blog posts 2007-03-26

Unix vs. Windows or: sometimes a fool is just a fool

The December 19th issue of the Economist had an unsigned article under the title Consumer technologies are invading corporate computing, celebrating the end of corporate IT control - in the form of praise for an out-sourcing to google of various services at Arizona State University. The...

Tags: E-mail, Unix, Microsoft Windows, Mr Sannier, Using Googles, Google Inc., software, information technology

Blog posts 2007-01-03

Web 2.0 isn't dead, but Web 3.0 is bubbling up

Web 2.0 isn't dead, but Web 3.0 is bubbling upWhen will Web 3.0 be bornThere will be a short intermission before the birth of Web 3.0, if the past is any indicator. First a few latecomers to the party will have to take a financial bath as the musical...

Tags: Channel management, Web 3.0, Web, IKEA, E*Trade Financial Corp., Web 2.0

Discussion threads 2006-11-12

Egypt's goal: To be the land of offshoring

Egypt's goal: To be the land of offshoringHigh Ambitionswell, I wish good luck to the country, but I have some concerns about security. Lest us forget that there might be extreme islamists in that country and many people are not tolerant to western cultures.Many would hope that does things go...

Tags: Social Security, Telecom Egypt, Egypt, outsourcing

Discussion threads 2006-02-10

Unix vs. Windows or: sometimes a fool is just a fool

The December 19th issue of the Economist had an unsigned article under the title Consumer technologies are invading corporate computing, celebrating the end of corporate IT control - in the form of praise for an out-sourcing to google of various services at Arizona State University. The...

Tags: Mr Sannier, IT Retardants, Enterprise Policy, General

Blog posts 2006-01-03

Cisco goes to space

With the purchase of Scientific-Atlanta, we've learned yesterday that Cisco Systems wants to come to our houses via our TVs. But Cisco also wants to go further and has already put a special router in orbit. The Cisco Low Earth Orbit CLEO project uses a customized version of Cisco's Mobile...

Tags: Cisco Low Earth Orbit, satellite

Blog posts 2005-11-19

Microsoft stuck with Mikerowesoft mess

Microsoft stuck with Mikerowesoft messDMCA *Copyright* infringementFrom his site:"I received an email from Smart & Biggar, Microsoft's Canadian lawyers, informing me that I have been committing COPYRIGHT INFRINGEMENT against Microsoft. "Maybe you guys overlooked this. At best it was a trademark infringement, but an extremely weak one, yet Microsoft lawyers...

Tags: Games, Microsoft Corp., DMCA

Discussion threads 2004-01-20

Avaya Contact Centre Solution Builds a Bridge Between ChangAn Auto and Its Customers

Chong-qing-ChangAn Automobile Group Co. Ltd. ChangAn Auto is the largest auto manufacturer in western China and the fourth largest in China's auto industry. ChangAn Auto needed to improve customer service by automating its call centre functions and implementing customer relationship management practices into its call centre. ChangAn Auto chose an...

Tags: Call Centre, Avaya Inc.

Case studies

Customers First: Avaya Powers Minacs' Media-Rich Sales Service Centre

To continue its success in the increasingly competitive customer care outsourcing industry, Minacs understood that it would need to do more than put its own customers first - it would need all of its technology partners and suppliers to do the same. Consolidating its communications platform on Avaya early, Minacs...

Tags: Avaya Inc., International Data Group, Product Marketing, Customer Relationship Management (CRM), Marketing, Enterprise Software, Software

Case studies

UK Premium Rate Regulator Gets Tough on Rogues With IP Office Text-to-Speech Application Gateway

ICSTIS is the London based, industry-funded Independent Committee for the Supervision of Standards of Telephone Information Services. ICSTIS needed to improve their responsiveness to enquiries from the public. With a small contact centre already in place, the increasing pressure for advice and up to date information was making it impossible...

Tags: Gateway Inc., Regulator, IP, Avaya Inc., ICSTIS, Network Technology, Microsoft Office, Networking, Office Suites, Software

Case studies