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The contact centre industry is growing fast and we understand that it’s really difficult to stay informed about the latest developments.  To help, we deliver up-to-date, relevant news and information to the Australian and Asia Pacific region via our website or your email inbox.  So, have a look here and also subscribe to one or both of our tailored newsletters here: contact news Australia & New Zealand and contact news Asia.     To view the newsletters, click on the title. Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004   iiNet hails teleworkers' performance SA council claims reduces call pressure with online services 4G wireless company installs RightNow to meet service promise Union angered by Vodafone NZ pay freeze 2nd September 2010   Vodafone Wholesale Business upgrades with Convergys ATH Group to open Fiji centre next month in September Genesis Energy adopts Gentrack billing system US outsourcer eyes Samoa 31st August 2010   iiNet to integrate AAPT staff Markinson receives Microsoft award for CRM achievements ExactTarget opens Australian office with mPath acquisition Vertex to open regional office in Melbourne 26th August 2010   callcentres.net Asia-Pacific Workforce Optimisation Forum, Launched Contact centre agents star in NRMA ads Maritime Museum embraces cloud computing Mindpearl talks up virtual contact centre IAG expects better customer service with ClaimCenter 24th August 2010   Nuance Mobile Care coming to Australian phones Telstra to rely on remote staff for 24/7 centres Medibank Health Solutions upgrades with Interactive Intelligence New training for NZ council staff 20th August 2010   G-Force Goes Large 19th August 2010   Suncorp Bank scraps automated phone system ShoreTel expands in Australia with GlobalConnect Telstra banks on improved customer service Levementum opens new Australia subsidiary 17th August 2010   Council staff man phones as water utility investigates bill discrepancies Synergy hails web customer service Zeacom includes increased automation in new Unified Comms solution Rightnow recommended to tertiary clients Cyara Solutions Joins The HP AllianceONE Program 12th August 2010   AFL centre inundated after Collingwood win Qld opens Police link centre for non-urgent calls ATA Launches new Continuous Career Development Programme Help desk agents need to beware of hackers NZ opens national centre for victims of crime 10th August 2010   North Sydney Council upgrades to Interactive Intelligence IP solution Datacom mourns the loss of group CEO Michael Browne Virgin mobile signs customer service system support deal NZTA upgrades data security for contact centre Govt pledges to expand Lifeline services 5th August 2010   Sydney council expands on Victorian outsourcing Contact centre IT adapted for Victoria's Sheriffs iiNet buys Manila contact centre with AAPT consumer acquisition Avaya updates contact centre offering with Nortel IT 3rd August 2010   Telstra listens to customers, adds contact centre jobs NZ PM slams offshoring Dillwynia agents working from the right script Call Design donates in flood devastated Manila Trans-Pacific subsea cable to boost local connectivity 29th July 2010   Industry veterans team for new contact centre offering Aegis to set up new base in north east Melbourne Blind offered contact centre voting Coles to offer car insurance via contact centre 27th July 2010   Canon opens Australasian centre in NZ Excelior hiring again in Bendigo Better technology can help banks serve micro businesses Nuance acquires Information Technologies Australia 23rd July 2010   Multidirect implements Premier Technologies' hosted contact centre solution AEC scrambles to handle enrolment demand IPscape includes Twitter customer service for contact centres New health registration agency outsources calls 21st July 2010   Webjet to expand US contact centre Christchurch contact centre job market still tight Miele offers added customer service to MasterCool customers Headset company Jabra announces new local partnership with VExpress 16th July 2010   VicRoads contact centre shift to Ballarat Hitachi opens NZ customer support division VoIP take up grows as business gets back on track Online retailers building social marketing for customer service 13th July 2010   Macquarie Telecom opens new Sydney centre Alcatel-Lucent selected by NBN Co. for Australia's nationwide superfast broadband rollout Spendvision turns to RightNow to help improve customer experience Responsys acquires regional marketing rival Eservices 8th July 2010   Inmate agents search for the truth Pharmacists replaced by nurses on medicines hotline Solar company streamlines with CRM Telco ombudsman says complaints on the decrease 6th July 2010   Telemarketers least trusted in NZ Telstra points to improved customer service Australian organisations listening to social networking sites Australia's AAPT offshores to Manila 1st July 2010   Stellar Global announces new CEO after Morphett retirement Vertex buys local outsourcer PCI NZ consumers more proactive than Australians in penalising poor service NQR chooses GlobalConnect to install unified comms 29th June 2010   Zeacom adds emergency response communications Salmat establishes third-party partnerships for referrals Govt to set up cybercrime hotline Mitel appoints Brightstar as an Australian distributor 24th June 2010   BMS Telecorp extends and expands on-shore partnership with AAPT Online GPs to back health phone lines Cruise1st to open Sydney office Convergys expands Premier Technologies partnership in region 22nd June 2010   Brisbane Council to embark on major contact centre upgrade IT glitches stall contact centres Greenstone to return Shell centre to NZ Air NZ set to switch IT partners after contact centre collapse 17th June 2010   Do Not Call List expanded NZ prisoners get crime line, to London New contact centre to fight locust threat LivePro expands in Victoria Vic's South East Water hails unified comms 15th June 2010   ACMA launches SMS spam hotline Bank workers concerned about customer service; union survey BlueScope renews BPO deal Australian debt collector opens new Philippine centre 10th June 2010   Asia-Pacific Workforce Optimisation Networking Group, WFO Exchange, Launched NICE Launches Next Generation workforce management solution Australia leads Asia Pacific in customer analytics Whirlpool maintains NZ customer support Callbox expands its Asia-Pacific Operations 8th June 2010   Sitel gets incentive to boost jobs in Tasmania Voice Leadership Forum 2010 New IVR causes headaches for cab customers Whirlpool maintains NZ customer support TelstraClear to keep Christchurch centre, Paraparaumu to be outsourced 3rd June 2010   Kodak selects RightNow for web, social networks and contact centre support Excelior doubles seats at Box Hill centre to meet client growth ING opens new centre at Wollongong hub Tony Ferguson Weightloss expands overseas with IPscape 1st June 2010   Noble Systems Australia oversees new Philippine contact centre Western Power upgrades with Oracle NZ's Amtel Communications becomes "Powered by PathView" partner NZ addicts benefit from outbound counselling The Philippine Call Centre, BPO and IT delegation show case at CeBit 2010 Sydney 27th May 2010   WA govt turns to tweets to help contact centre NSW firefighters get 24-hour bullying hotline OnKor wins NZ telco award Russell Investments insources to Sydney 25th May 2010   Telnet talks up Australian-NZ opportunities Services contractor streamlines with mobile technology and contact centre Lifeline calls for more funding as financial stress bites TelstraClear extends Clarity unified comms contract 20th May 2010   callcentres.net appoints Melbourne based consultant Aegis opens new Victorian contact centre Caroma Dorf chooses Premier Technologies hosted contact centre NSW MP warns of Centrelink job cuts Agents talk themselves sick; new research 18th May 2010   Phone-based medical services get budget-boost iiNet to launch security site to help ease help desk calls Darwin's CSG buy's Aaromba Technologies Markinson buys New Zealand CRM services provider 13th May 2010   ME Bank upgrades to IP with Telstra Westpac comes last is customer service survey Expedia opens Melbourne centre in Australasian push Austar hails gains with Cisco technology 11th May 2010   Stellar and India's HCL for strategic partnership NZ Telecom investigates text message glitch Connxion completes acquisition of Kaz Singapore Melbourne IT upgrades with Indian integrator 6th May 2010   ADMA welcomes decision not to extend Do Not Call Register to business numbers Work to start on Batemans Bay Centrelink contact centre IPscape makes 2010 BRW Fast Starter list Almost half of NZ emergency calls are fake 4th May 2010   Stellar wins contract with Neighbourhood Energy Victoria to centralise police comms in Ballarat Tassie Guide Dogs downsize centre Telecom New Zealand opens new customer channel with RightNow Chat 29th April 2010   Travel contact centres inundated after Iceland volcano disruptions NZ MP slams TelstraClear offshore plans Govt opens hotline to fight dodgy foreign home buyers NZ survey finds ISP helpdesk deficiencies 27th April 2010   PayPal ups agent hirings ACMA launches inquiry into telco complaints TelstraClear NZ jobs may go to Manila 23rd April 2010   Springfield rated top spot for bringing contact centres home Fumes close RTA contact centre NZ Telecom says contact centres not affected by proposed cuts Cooma not-for-profit centre celebrates 10 years 20th April 2010   Geelong to take over Ballarat ambulance calls AAPT continues offshoring move Noble Systems to deliver all-SIP solution for Contact Centres Australia Sydney Opera House upgrades contact centre with NSC 16th April 2010   Medibank acquires McKesson, will retain contact centre staff Excelior downsizes Bendigo centre again Vodafone NZ returns customer management from Australia Interactive Intelligence appoints Tecala Group as new Sydney channel partner 13th April 2010   NZ Telecom slammed for service Sydney's Noble Systems sets up DOCOMO upgrade America's Harris to create Brisbane centre to support Defence contract Home workers a rising trend; research 8th April 2010   Defence to relocate ACT contact centre NZ's hampsta says Datasquirt helps increase revenue and reduce costs Telstra to consolidate IT help desk networks Too many contact centres rate call efficiency over customer service; new research 6th April 2010   Nuance upgrades Telstra speech rec system Salmat to drop VeCommerce name Kiwibank looks into secure mail options Salesforce.com increases Asia Pacific customer base 1st April 2010   Teleconnexions' centre stays in business thanks to IPscape NSW Lotteries upgrades contact centre software New Shell NZ owner to bring centre home Aon Corp installs IP network 30th March 2010   New Zealand Telecom returns 111 contact centre in-house RightNow CX to help companies keep up with social networking Qantas rolls out Cisco VoIP nationally Harris Technology and Engin to offer low-cost business VoIP 25th March 2010   Company taken to court for underpaying telemarketers Contact centres swamped in deluges Toyota looks to cloud IT after CRM success Philippine agents rewarded with Aussie trip 23rd March 2010   Tecan launches Australasian support line Portrait Software and Orbis Global partnership to automate marketing campaigns NZ Defence tenders contact centre services US leads NZ in automation says Zeacom boss 18th March 2010   SITEL to expand in Tassie NZ's Gentrack uses CRM to help water savings Outsourcing brings instant dividends: report Integra Healthcare to consolidate contact centre in new Bris HQ 16th March 2010   Near shore centres a viable alternative to offshoring Contact centre workers awarded massive back pay ruling ACMA urges re- registering of Do Not Call Numbers Tweed Centrelink centre celebrates 10 years 11th March 2010   Truphone expands with Aussie acquisition Health Super completes major IT upgrade Pie Networks provides free calls to NZ govt centre New hotline opened to assist Vic insurance claims after storms 9th March 2010   Bank turns to contact centre training to boost productivity Markinson buys another CRM company in expansion NZ to investigate 111 contact centre outage Union slams airline pay decision 2nd March 2010   NZ's St John Ambulance investigates contact centre error City Beach opens contact centre as part of online plan SMS buys Bright Blue to expand CRM offering 1ndependent to open Adelaide hotline 25th February 2010   Incentives to keep Betfair centre in Tassie Dillwynia agents draw down data skills Australian Unity upgrades CRM with Sword Ciboodle NZ Telecom traces abusive texts to Manila centre 23rd February 2010   Jetstar introduces customer service guarantee New NZ software to help train agents Qantas US contact centre swamped after tourism campaign WA energy call waiting times increase as call volumes go up 17th February 2010   Salmat to expand Manila centre Green Loans contact centre needs fixing NZ's FMG to hire more staff Delays to new Centrelink centre 11th February 2010   callcentres.net Announces Launch of Independent Workforce Optimisation Consulting Practice Telstra grows Tassie centre, closes in NT NZ's TrustPower halts customer service upgrade Australian CRM company looks to local SME market Language Connect opens Australian centre Genesys joins the Cisco Developer Network 9th February 2010   Stellar wins ABS contract for census contact centre Absenteeism poses major challenges Language Connect opens Australian centre SMBs moving toward hosted IT; Report 4th February 2010   Budget Direct builds staff with new partnerships Dillwynia contact centre adds to order fulfillment opportunities NPS to close drug information hotline ACCU completes CRM upgrade 2nd February 2010   Changes urged for Do Not Call list Jetstar to launch SMS boarding passes ATO confirms IT upgrade will go ahead IPscape launches integrated telephony for salesforce.com 29th January 2010   Point to Point goes international with IP system NSW parents get back-to-school hotline Dillwynia inmate agents get computer training Lake Corporation expands sales force in expectation of stronger market 27th January 2010   Tourist contact centres tell of unusual requests Seatem chooses Macquarie to host reservation software FlexiGroup reaps benefits of Avaya solution Pregnancy hotline to be replaced by parenting line 21st January 2010   Tassie build eyes data centre hub after contact centre success Unions, agents warn over Qld police operator shortage NSW RTA delays CRM upgrade High hopes for post offender program 19th January 2010   AusIndustry and Datacom extend partnership iiNet extends African contract Australian immigration celebrates 500,000th translation call New Fiji contact centre to employ 250 agents 14th January 2010   Qld launches inquiry into Go Card centre security Austar reaps rewards of UC upgrade Excelior forced to downsize Bendigo centre New Zealanders embrace new Crimestoppers hotline 12th January 2010 Newsletter Archive: 2010 | 2009 | 2008 | 2007 | 2006 | 2005 | 2004   [top]