Huawei focuses on Indian market

Huawei Technologies released its IP contact centre, unified communications solutions, as well as channel policies in a bid to focus more specifically on the Indian enterprise segment, reports TelecomTiger.

Derek Sun, channel director of Huawei India, says: “India's dynamic businesses today require technical support in order to advance competitively and along with networking fast development, there has been a greater requirement of service over IP network.”

Integration players such as Wipro and I-source have tied up as Huawei's channel partners.

The latest white paper from UK customer experience organisation Budd, entitled, 'How useful is a wiki?' demonstrates that front-line agents are the right type of people to involve in setting up user-friendly wiki sites that prove a hit with contact centre colleagues, states Call Centre Helper.

As a result, outdated manuals can be jettisoned and real-time knowledge in the heads or notebooks of customer service agents can be properly leveraged - immediately reducing costs and increasing productivity.

In one company where there was no formal knowledge management system in the contact centre, a customer service agent took the initiative - working in his lunch hours - to set up his own contact centre wiki

Tadiran Telecom has released Composit Contact Pro (CCP), its next-generation call centre management solution for the Coral ACD contact centre in Europe, Middle East and Africa and Asia-Pacific regions, according to Earth Times.

CCP is IP based and includes among its features real-time monitoring and historical reports, which are designed to maximise service representatives' productivity, enhance the customers' experience and improve overall service and efficiency.

The CCP is the newest member of Tadiran's range of contact centre solutions.