CX Hustle Podcast S1E1 Introduction
CX Hustle Podcast

The CX Hustle Podcast Introduction

Join Justin Tippett as the host of the CX Hustle podcast as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.

NICE cognitive robotic automation platform expands
News & Press Releases

NICE Cognitive Robotic Automation Platform Expands

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.

Probe Group to acquire Salmat contact centre business
News & Press Releases

Probe Group to acquire Salmat Ltd’s contact business

Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd’s contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.

Genesys launch new appfoundry
News & Press Releases

The new Genesys AppFoundry has launched

The new Genesys AppFoundry has launched providing Genesys customers with an easy way to integrate leading customer experience solutions to solve business problems and better serve their customers’ needs.

Unity4 announce rebranding
News & Press Releases

Unity4 rebrand for the next stage of growth

At home agents specialist call centre outsourcer Unity4 rebrand to launch into their next stage of growth with a new website and tagline ‘Good conversations’.

SMART Group start offering South Africa call centre solution
News & Press Releases

SMART Group move call centre outsourcing to South Africa

Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.

Delecon launches speech analytics platform
News & Press Releases

Delacon launches speech analytics platform

Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.

2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

Its been a long time between drinks but the 2018 Australian Contact Centre Industry Report has finally been published with some interesting results. We reveal some of the key findings in this helpful info-graph courtesy of Fifth Quadrant.

Livepro launches on Genesys
News & Press Releases

livepro Launches on Genesys AppFoundry

livepro has announced their Customer Experience Knowledge Management tool is now available on the Genesys® AppFoundry enabling easy integration with Genesys PureCloud enabling businesses to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs.

Twilio launches flex contact centre platform
News & Press Releases

Twilio launches Flex contact centre platform

Twilio launches Flex contact centre platform enabling customers to instantly deploy an omnichannel contact centre platform where you can customise every element of the experience including the interface, communication channels, agent routing, and reporting.

Chatbots are on the rise in Australia
News & Press Releases

Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed a significant increase in the number of Australian businesses looking to implement chatbots and other self-service technology throughout 2018.

Call Journey announce Genesys partnership
News & Press Releases

Call Journey announce Genesys partnership

Australian grown Call Journey have announced a partnership with Genesys that will enable customers of Genesys to harness powerful insights from voice data.

Nice inContact extends AI capability on CXone
News & Press Releases

Nice inContact extends AI capability on CXone

Nice have announced that through a partnership with Passage.AI they have extended the functionality of the CXone platform with AI capability through a conversational interface for an artificial intelligence chatbot without writing a single line of code.

Australian businesses falling behind in AI adoption
News & Press Releases

Australian businesses falling behind in AI adoption

A new report on AI adoption has revealed Australia is falling behind on the global stage however a strong local awareness of AI is expected to lead to significant investment over the next 5 years.

SIQ announces opening of NZ contact centre
News & Press Releases

SIQ Announces opening of NZ contact centre

SIQ, a Melbourne based call centre outsourcer has announced the opening of their new call centre in Auckland New Zealand providing options for small businesses looking for call centre outsourcing solutions.

Optus and NICE announce new partnership
News & Press Releases

Optus signs partnership with NICE inContact

Optus signs partnership with NICE inContact to provide a cloud based, multi-channel solution for Optus Business customers as an easily deployed solution, with no on-premise infrastructure or upfront costs.

FMG release 2017 B2B Sales Report
News & Press Releases

FMG release their 2017 B2B Sales Report

Forrest Marketing Group (FMG) have released their 2017 B2B Sales report which provides insight from over 200 sales leaders in Australia on the trends, challenges and opportunities in B2B sales.

Voice biometrics is booming
News & Press Releases

Voice Biometrics is booming

Voice Biometrics technology is booming as companies look to quickly authenticate customers to reduce costs and improve the customer experience. The Australian Taxation Office has lead the charge in Australia using the technology on millions of calls per year.

Best call centre memes for 2017
Have a Laugh :)

Best call centre memes for 2017

We crunched all the data from our Call Centre Legends page to reveal the best call centre memes for 2017 that sum up the crazy call centre life!