Global Speech Networks Hosted Contact Centre whitepaper

Companies aiming to grow into major players face a classic investment dilemma. It is essential to put in place the resources you need to support the type and size of operation you plan to become. The answers to this dilemma lie in hosted applications. Click to read more.

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Oceania Customer Interaction Services (OCIS)

Using a GSN Hosted multi-site virtualised contact centre, OCIS have leveraged the available labour market within Fiji to successfully overcome the labour squeeze in Australia. Read how OCIS have utilised the benefits of Hosted applications in developing their unique near-shore offering.
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Niche market warms to the Software as a Service concept

Financial Review, Page 14, 26th September 2007
With high expenditures and complicated IT systems, many enterprises are turning to an alternative solutions, writes Helen Meredith.
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Hosted contact centres to rise

Fran Foo, The Australian, 31 October 2007
THE hosted contact centre industry in Australia is undergoing a massive boom that shows no signs of easing over the next two years, according to research firm Frost & Sullivan.
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Admiring, not hiring is the key to skills shortage

iTnews, 27 March 2008, Liz Tay
While the Australian IT industry laments a lack of industry awareness and training to support staffing requirements, employee retention could be the key to overcoming the skills shortage of recent times.
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Optimising People Performance Through Technology

Technology is not often seen as a solution to agent attrition. However implementation of the right technology can make the difference between agents who leave and agents who stay. Click to read more.
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The Path to Successful Technology Implementation

Finding the right technology at the right time, and managing to implement it successfully is a key challenge for any organisation. This case study examines how one organization researched, planned and implemented a technology solution that not only solved an internal infrastructure problem, but added value to their brand and gave customers a better experience. Click to read more.
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