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News : Optus Deepens Cisco Ties with New Webex Contact Centre

#contactcenterworld, @optus

Sydney, Australia, May 25, 2020 -- Optus has launched a regional Webex contact centre to support its Cisco offerings.

The offering is for more than 20,000 agent seats and is Cisco’s first public cloud-based contact centre platform in the ANZ region.

Optus said the new Webex Contact Centre by Optus complements its Cisco Collaboration Suite which includes Webex Meetings, Webex Teams and Webex Calling.

"Australian businesses today demand more flexibility, agility and integration in their contact centre and collaboration solutions. With increased remote working practises driving enterprise to accelerate its move from traditional on-premise to cloud-based solutions, Optus is continuously investing in the latest available cloud technologies and capabilities," said Optus Business vice president of product innovation Deon Liebenberg.

"In today’s world, customers must be an organisations’ number one priority. Businesses cannot afford to deliver a poor contact centre service and with Webex Contact Centre by Optus, our Australian customers can take full advantage of the opportunities offered by cloud-based services and improve overall customer satisfaction and retention rates, along with agent performance and productivity," he said.

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Optus said that leveraging data in multiple contact centre systems and applying predictive analytics, the service improves performance and customer experience.

This is achieved through dynamic prediction of a customer’s needs and matches them with the most appropriate agent available to assist according to Optus.

"Cisco is the first vendor to provide a fully integrated cloud collaboration platform which includes Calling, Contact Centre, Teams and Meetings capability, all four of which form up our Webex solutions platform," said Cisco APJC head of global contact centre Jamie Romanin.

"We are pleased to count Optus as our first Service Provider for Contact Centre in Australia. Our 20- year partnership will help more Australian companies accelerate their journey to cloud, by tapping into the global, scalable and reliable Webex collaboration and contact centre platforms." Romanin said.

#contactcenterworld, @optus

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


About Optus:
Company LogoSingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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Today's Tip of the Day - Vendor Selection

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

Published: Tuesday, May 26, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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