Globitel, Interactive partner with Onecall

Interactive Intelligence and Globitel have jointly unveiled their services in Bangladesh in partnership with Onecall Solutions, reports The Daily Star.

Onecall offers communications technologies for contact centre solutions, next-generation enterprise, conference bridging, SMS gateway, performance and workforce management systems and much more.

To provide these services in international standard, Onecall has formed partnerships with the solution providers from across the globe.

According to Infonetics Research, the communications market is set for a bumper couple of years, with the improving economic climate set to herald increased spending on hardware, services and applications, states Computing.co.uk.

The analyst reports that worldwide hardware spending on unified communications, IP telephony and legacy TDM kit stood at $10.4 billion last year, an annual drop of 21%. But the picture was beginning to brighten by the year's end, with Q4 spending rising 3% sequentially to $2.2 billion.

Infonetics predicts the market will return to growth in 2010, fuelled by increased spending on pure IP phone systems. Last year Cisco led the pure IP PBX arena, although Aastra and NEC made 'big gains' as the market leader saw sales drop.

The results of a survey looking into how UK companies judge and direct the performance of their contact centres have been revealed, writes Call Centre Helper.

The survey of 54 contact centres found that while internal efficiency measures were well monitored through multiple metrics, external effectiveness in terms of customer service received less focus.

In particular, despite 65% of contact centre staff saying that 'first call resolution' is what customers want, only 35% both measure and then report the figure to their board.