Alcatel-Lucent has closed the sale of its customer-service software and contact-center business Genesys, which now needs to regroup and start working on improving areas such as analytics, Gartner analyst Steve Blood said.

Staff frustration with an ageing PBX system has forced North Sydney Council to move to an integrated telephony system.

Despite spending upwards of $350,000 on a speech analytics system, Melbourne based insurance broker iSelect is looking to expand its existing call centre software to support better real-time processing, including possible emotion recognition.

North Sydney Council has deployed an IP communications solution that adopts an all-in-one approach to customer service.

Teachers Credit Union has deployed a 126 seat unified communications call centre solution to improve collaboration and interactions with its 155,000 strong membership.