Call centres form a significant part of most companies’ customer relationship management. Some will outsource a call centre while others may host one on premise. Which ever option is chosen, technology becomes the key driver of success in driving communication between clients and companies.

Dimension Data is stepping out of the box with a value-adding new twist to its Customer Interactive Solutions service offering.

Alcatel-Lucent has announced that NSPCC, the UK's leading charity specialising in child protection and the prevention of cruelty to children, has widened its reach to thousands more children, young people and adults through a new expanded system of communication channels.

Aspect has been selected as a finalist for the Microsoft Partner Awards in the Information Worker Solutions, Communications and Collaboration Solution Partner of the Year award category.

Telephony IT specialist Computer Assisted Telephony Systems (CaTS) is expanding into the call centre industry, following the signing of a distribution deal with Portuguese-based Collab, a call centre specialist software provider.

Bytes Communications can now significantly bolster the contact centre environment of its mid-market customers with the new Genesys Compact edition from Alcatel-Lucent.

Companies adopting ‘green’ software packages can make a positive impact on the environment and save up to 30% on IT costs, according to leading call centre and communications expert, Inter-Active Technologies.

We are in the midst of a communications revolution. New social media platforms have become a familiar home to millions of people who interact daily.

The RCS Group, a provider of retail credit products for 550 000 customers through partnerships with 13 000 merchants in various industries, has improved its collection contact rates by 30% on the personal loans portfolio with the implementation of a Presence dialler solution from Spescom DataFusion.

Insurance companies are competing for customers on new, more direct platforms - like the Internet and contact centres.

Manual dialling is possibly one of the most inefficient processes in any industry. The only positive thing about it is that in contact centres where it is still the modus operandi it represents a significant opportunity for massive productivity gains. For those wary of change, half-measure 'preview dialling' solutions may provide a ramp to full 'power dialling' solutions, which deliver fast ROI but require some refinement.

Telephony cost is a major factor in local contact centres, forcing them to juggle labour expenses and other efficiencies in trying to compete with international outsourcing locations.