Contact Center
91 Stories
APAC contact centers eye UC, hosted services
News Contact center applications spend in region will grow slightly in 2009, with part of expenditure going to unified communications and hosted services, finds new report.
Tags: LANs and WANs, Customer support, Services, Contact Center, Outsourcing, IP, Asia-Pacific, TCP/IP, research analyst, Frost & Sullivan
Asia continues call center investments
News The region's contact centers have continued growth despite the U.S. economic slump, with businesses placing greater emphasis on customer care, says analyst firm.
Tags: Customer support, Customer resource management (CRM), Contact Center, India, Investment, Philippines, Japan, Aspect Software Inc., Frost & Sullivan, agent
Call centers becoming less client-driven?
News update Contact centers have, in the past decade, made "minimal progress" in being customer-focused, a new global study reveals.
Tags: Customer resource management (CRM), Customer support, Contact Center, IT Services, India, CRM, Philippines, phone, Oracle Corp., fax
Philippine BPOs to benefit from crisis
News As global economy sinks amid financial meltdown, Philippine outsourcing firms will benefit from new foreign contracts, says Aussie call center tech provider.
Tags: IT outsourcing, Outsourcing, Offshoring, Cost control, Business, Contact Center, Philippines, Tool, Business Process Outsourcing Industry, Business Process
Alcatel-Lucent deepens focus on services
News It eyes an addressable market opportunity of US$12.7 billion from various government stimulus packages; says services growth is No. 1 priority.
Tags: Government, Mobile platforms/communications, Network infrastructure, Infrastructure/architecture management, Nortel Networks Corp., Contact Center, Outsourcing, Alcatel, Avaya Inc., Environment
S'pore, M'sia IT groups ink outsourcing pact
News update Singapore's SITF and SBF sign outsourcing partnership with Malaysia's Pikom to boost business value of participating companies.
Tags: IT outsourcing, Outsourcing, Business development/management, Business plans, Business, Outsourcing, India, Singapore, Small And Medium Business, Back-office
Career planning gives call centers a lift
News A research firm offers advice on addressing Singapore's mature call center industry that is lagging behind other countries in the region.
Tags: Professional Development
Avaya wins S$4.8m networking solutions deal 
News Communications solutions provider Avaya Singapore Pte Ltd has sealed a contract to supply telecommunications infrastructure to Singapore Press Holdings Ltd.
Aspect: Use contact centers as competitive edge
News Companies can use call centers to improve customer satisfaction, says CEO of the contact center solutions provider.
Tags: Customer support, Customer resource management (CRM)
Alcatel wins China deals
News Alcatel announced today that it has clinched two deals in China for its Web-based multimedia contact center solution called Alcatel OmniTouch, scheduled for launch in early July in Asia Pacific.
Indian offshore call centers 'not doomed'
News Some companies are pulling customer services back to U.K., but investment in offshore markets is expected to continue.
Tags: Outsourcing
Asian contact centers see higher profits
News But manpower issues like absenteeism and staff turnover threaten the industry's good run, a new regional study reveals.
Tags: Customer support, VoIP/IP telephony, Customer resource management (CRM), Outsourcing
China to rival India in contact centers
News Its growing English-speaking workforce makes mainland China a formidable location for contact center outsourcing, say senior Aspect Software executives.
Tags: Customer support, Customer resource management (CRM)
IBM: Second Life still risky for business
News Although the virtual world offers companies a platform to reach out to customers, IBM says business transactions should be conducted elsewhere.
IPVG eyes Philippine BPO firm
News IP Ventures Group hopes to make bigger inroads into the Philippines by taking a major stake in one of the country's biggest contact centers.
Tags: Outsourcing, IT outsourcing
