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volume 1       issue 6 feb 2006 Inviting customers to make contact: How delivering better service means generating more revenue Imagine opening a contact centre in as few as 12 days. With no new staff, no new managers and no new mortar and bricks. Hosted, multi-channel IP Contact Centre Solutions are literally changing the face of customer service. more Re-routing the call centre: How IP technology is changing the shape of customer contact Now that the IP Contact Centre Solutions are reality, you'd like to know whether it's the right solution for your organization. Perhaps you could use some help deciding whether a hosted service makes more logistical and financial sense than building your own premise based multi-channel solution. more Canada Post makes it easy for customers to find what they want: A sophisticated solution with no upfront investment Innavopost, a subsidiary of Canada Post, developed a service that enables consumers to request more information about advertised products and services, without divulging their names, e-mail or street addresses. All that was needed was a cost-effective, multi-channel contact centre. That's when Canada Post heard about CallCentreAnywhere. more KIA Canada:Growing challenges KIA Canada is growing fast. To meet dealers' need for parts, the company built a new warehouse in Mississauga, Ontario. This gave its MIS department the opportunity to transform the communications infrastructure and enable new levels of collaboration across the company. As part of the overall solution, a Cisco IP Contact Centre ensures dealers get the support and answers they need, when they need them. more     issue 5 may 2005 It's 10 a.m. Do you know where your data is? Even if you don't do business online, chances are your business is online in one way or another. Just using e-mail can expose your company, your data and your reputation to significant risks - and the more you do online, the greater the potential for disaster. We tell you what the risks are and what you need to do to ensure that your business is fully protected against them. more Security that customers can bank on The management team of Prospera Credit Union, one of the largest credit unions in Canada, had decided to pursue a bank charter in order to operate a "virtual" bank serving customers across the country. One of their first priorities was to improve the credit union's disaster recovery capabilities in the areas of technology and workforce facilities. They turned to TELUS for help. more     issue 4 september 2004 IP telephony - what it is and why you should consider it An introduction to IP telephony. You'll see why it's so much more than simply making phone calls over the internet (Voice over Internet Protocol (VoIP)). You'll discover some of its many benefits, see examples of just a few of the applications it makes possible and learn about some options for moving up in a way that will best suit your company. more an across the board solution for Alberta schools Meet the Peace Wapiti School Board of Grand Prairie, Alberta. Read how an IP telephony solution is providing the advanced - and more secure - communications that schools need today. Discover some of the ways Board employees are taking advantage of the power of IP telephony. more better customer care, lower costs When Borland Canada moved to a new head office, they took advantage of the opportunity to move to a new communications system too. They chose TELUS IP-One. Powerful features like "find me, follow-me" routing enable customers to reach Borland's very mobile workforce, anywhere, anytime - and Borland is saving as much as 40% on its phone costs. more     issue 3 may 2004 now available: space for your technology solution, with guaranteed power, security and availability Unless your company is in the technology business, dealing with technology can be unpredictable and expensive. Read how the Mineral Products Division of Dynatec has solved these challenges with a co-managed TELUS Hosting Solution that frees their own scarce technical resources to focus on their business. more are you prepared for the worst? There are so many things that can go wrong in business today. Unless your enterprise plans for them, they could put you out of business entirely. Read about the possible threats to your company and how smart foresight and planning can ensure that you remain open for business and accessible to your customers. more even road warriors have to call home Ever been surprised by a charge on your phone bill after using your calling card? It's a fact that even dialling 0 before the area code and the number you are calling, and then following all the calling card instructions, may not ensure that your call is routed over the TELUS network and billed at TELUS rates. Our tips will make sure you don't receive any surprises. more     issue 2 september 2003 technology of the STARS The Alberta Shock Trauma Air Rescue Society (STARS) maintains a small call centre in Alberta where 2-4 agents are available 24 hours a day. STARS turned to TELUS for help and support in creating a contact centre solution that allows STARS to prioritize calls, as well as plan and schedule staffing requirements. more virtual city hall When looking for innovative information technology, the last place most people would think to look is a small town in northern British Columbia. But in fact, Fort St. John, a fast-growing city of 17,500 in the B.C. Peace River Region, is about to get a highly advanced municipal Web site. more technology tips - security savvy Every week it seems we hear about another hacker attack or malicious virus that's plaguing computers and corporations around the world. It might be tempting for us to believe that these attacks are carried out only against large corporations and governments. But, the fact is that every computer is vulnerable to a host of security issues. more   issue 1 june 2003 the printed petal says it on flowers Customized messages on flowers? It was just a good idea one month before Mother's Day. But thanks to a professional Web site and integrated end-to-end solution from TELUS…in under 30 days…the Printed Petal was able to compete across Canada with larger and more established companies for the Mother's Day business more IP telephony - the communication revolution IP Telephony is nothing short of a communication revolution. In the past, separate networks were required to handle both voice and data communications. IP Telephony uses a common network for both, supplying the framework for a range of new integrated services, the benefits of which cannot be underestimated. more Technology Tips - teleworking: the new 9 to 5 Remember when there was a place called the office and there was an activity called "office work," and the former was where we did the latter? Like it or not, the definition of "office" has changed and teleworking has become a highly desired benefit for employees. Luckily for employers, it's proven to be a win/win situation. more
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