Despite recent excitement in the domestic market over voice over Internet Protocol (VoIP), a survey has revealed that less than 2 percent of Australia's call centre managers have the technology on their shopping list.
Optus' new AU$8 million, 250-seat call centre in Flinders Street, Melbourne, marks the company's first use of VoIP technology in such settings.
Internet telephony supplier Freshtel has inked a deal with local call-centre outsourcer Quantum Multimedia Communications which will see the firm's outbound calls to mobiles passed over Freshtel's network.
Health agency Medicare Australia has recently started trialling a call centre solution based on internet protocol (IP) telephony that allows calls to be routed to regional offices during peak periods.
Australian internet telephony minnow Freshtel, a consumer player that recently started providing enterprise services, today revealed to the ASX it had depleted around half its cash reserves over the past year.
The vision of the future BT portrayed this week at an Australian conference was so far removed from how Telstra's David Quilty has described the British telco that I wonder if they were talking about the same UK.
Voice over IP, or VoIP as it's affectionately known, offers a great deal more flexibility than a classical phone system. Despite VoIP's advantages, IT managers shouldn't underestimate the cost or complexity of setting up such a system.
For Western Australia's DVG Automotive Group, the ability to move phone calls over a data network was just the beginning of a VoIP project that's on track to pay for itself in as little as seven months.
What new (and not-so-new) technologies are finding their way into contact centres, and how are they making things better?
There's been a lot of talk about network convergence, the idea that data, voice and video traffic will one day travel over a single network. In this special report, we look at how Mount Erin Secondary College is tackling convergence and IP telephony goals at footy club the West Coast Eagles.
Technology firms make their living advising customers how to reinvent their IT, but Dimension Data found a dose of its own medicine to be highly instructive. David Braue explains how.
Fonality's trixbox is an ISDN and traditional POTS-style telephony system based on the open source Asterisk software, and comes with dedicated hardware eliminating compatibility issues. We found trixbox to be competitively priced and easy to set up.
Whether you plan to use Skype or not, the Skypephone is a full-featured budget priced phone and value for money if you don't break it first.
The 3Com 3108 is well worth considering in environments where workers spend much of their time away from desks without resorting to expensive to run GSM or 3G dependent mobile phones.
GN Netcom releases first dual VoIP/telephony headset range in Australia.
If you're thinking about voice over IP, we take a look at the steps involved in getting it set up and what's on offer from four major vendors.
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