Convergence and Collaboration Strategy Australia & New Zealand

Convergence & Collaboration Portals Australia

Convergence and Collaboration portals, video libraries, and eZines contain the latest white papers, research and best practice advice to the communication solutions and technologies being implemented by business today.

The customer-intimate contact center

By Elaine Cascio and Linda Van Doren
Best Practice

What makes it so special?

As enterprises strive for greater customer intimacy through personalized service, customer-based sales and proactive outreach, the value of the contact center increases. Successful organizations concentrate on the customers who will grow their business in the future (especially important in today's economy). What sets the winners apart is that they focus contact centers around their customers rather than internal requirements or arbitrary benchmarks.

Unified Communications
Portal

Case Study #1: Quantifying UC Success

By Stephen Beacham
Case Study

It is often the case that the benefits of Unified Communications (UC) are clearly felt on the ground by those who benefit the most from streamlined business processes and ease of communication. The problem is that anecdotal reports about the benefits of UC will not be sufficient as evidence when the business case for the implementation (or continuation) of UC has to be made.

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Collaboration
Portal

Using Web 2.0 to Drive Exceptional Customer Experience

By Genesys
Whitepaper

Over the next year, customer service will fuse with marketing to become a holistic inbound, outbound campaign of listening to and engaging with customers that will rewrite the rules of the game. Be where your customers are: the need for a Multi-Channel Strategy – download this white paper now!

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Conferencing
Portal

Key benefits of business collaboration technologies

By Gary Tsang
Research

An Australian perspective

Collaboration technologies enable communication over a number of media. The technology provides a highly interactive experience for end-users and also assists the business in improving workforce productivity, streamlining business processes and reducing travel costs.

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Contact Centres
Portal

Social Media - The Next Evolution in Customer Service and Sales

By Genesys
Whitepaper

In these tight economic times when products are difficult to differentiate, companies are turning to customer engagement strategies as the means to distinguish their customer service experiences from those offered by the competition. Companies must determine a long term cross-channel conversation strategy so that they are able to speak with one voice to the customer, while delivering an exceptional experience. Download these essential strategies now...

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Mobile & Wireless
Portal

Creating a mobile strategy

By Joseph Sweeney
Best Practice

Do you have an over-reliance on populist models?

Several models exist for planning mobility around broad categories of mobile worker. While useful, these models are being overused, placing emphasis on the wrong aspects of mobility without deep consideration of the processes and applications being addressed.

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Managed Services
Portal

Alternative Delivery Models for Communications

By Eric Goodness
Whitepaper

Gartner's insight into the Market

Communications as a service (CaaS) is an alternative software-based delivery model for IP telephony and unified communications services, where business users secure a utility-based pricing model.

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