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News : Australia Post Set to Undertake Telecommunications ‘Transformation’

#contactcenterworld, @auspost

Melbourne, Australia, Aug 8, 2019 -- Australia Post is set to undertake a telecommunications ‘transformation" of its business, with the roll out of a series of upgrades to its network that it says will optimise performance for services across the country, as it plans for the future.

Australia Post says the transformation is ensuring facilities and post offices have the most up-to-date access to technology and services – "meaning faster parcel processing, greater bandwidth for digital services, while also delivering a significantly higher service level at every site".

Australia Post Chief Information Officer John Cox said that telecommunication transformation is a key step in Australia Post's growth strategy, one that includes the rewrite of retail Point of Sale, telematics in vehicles and facilities, and leveraging the recent partnership with Google for data analytics.

"This is the largest and most significant transformation of its type and demonstrates how Australia Post is leaning into the future to complete our ambitious agenda," Cox said.

Telstra has been awarded the mobility tower, and will continue to look after all communication, collaboration and mobility needs, including audio/video conferencing.

"We are really excited to continue working with Telstra as they build out their 5G network, to drive innovation and improve our service delivery," Cox said.

The telecommunications plans see Comscentre transform and run Australia Post's data network which spans over 4,000 sites, including all post offices, mail and parcel facilities, as well as corporate offices across the country.

With the move to use software defined networks from Cisco Meraki, Comscentre says it will have a more "robust and flexible network".

"This is a historic win for Comscentre that validates our network-agnostic approach to transformation. We are excited to be working with Australia Post and look forward to driving customer service and experience to the next level," said Cameron Quilty, Executive Director for Comscentre.

Comscentre will be using the NB network for the provision of wholesale business-grade services across the country.

"Australia Post has an extraordinary reach with one of the country’s largest retail networks and plays a unique role supporting Australian communities. We are delighted that Australia Post has put its trust in the NBN network and business-grade nbn services to support such a significant national transformation," said Paul Tyler, NBN Co Chief Customer Officer – Business.

And as part of a Contact Centre transformation, Engage will be the service provider tasked with consolidating platforms and building future capability such as machine learning for intelligent customer interaction.

"Engage is thrilled to assist Australia Post with this innovative vision where they will transform the experience for their customers, leveraging cutting edge technology," said Rebecca McClellan, General Manager for Engage.

#contactcenterworld, @auspost

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itwire.com


About Australia Post:
Company LogoAustralia Post is the trading name of the Australian Government-owned Australian Postal Corporation.
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Today's Tip of the Day - The Initial Meeting

Read today's tip or listen to it on podcast.

Published: Friday, August 9, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

3.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

4.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

5.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

6.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
 

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