Justin - Contributing Author on CX Central

2018 Australian Contact Centre Industry Report

March 15, 2018 Last Updated: October 11, 2020
Justin

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 joins Genesys AppFoundry

March 15, 2018 Last Updated: March 13, 2020
Justin

livepro has announced its Customer Experience Knowledge Management tool is now available on the Genesys® AppFoundry for customers.

Twilio Flex contact centre platform

March 15, 2018 Last Updated: March 15, 2020
Justin

Twilio Flex contact centre platform is now available enabling customers to instantly deploy an omnichannel contact centre platform.

Call Journey and Genesys partnership

March 8, 2018 Last Updated: March 11, 2020
Justin

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

February 27, 2018 Last Updated: March 14, 2020
Justin

Nice inContact has partnered with Passage.AI to extend the functionality of the CXone platform with AI capability through a conversational interface.

Australian businesses falling behind in AI adoption

February 22, 2018 Last Updated: February 27, 2020
Justin

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 opens New Zealand call centre

February 21, 2018 Last Updated: March 14, 2020
Justin

Melbourne based call centre outsourcer SIQ opens New Zealand call centre in Auckland offering a new BPO solution for Australian and NZ customers.

Optus signs partnership with NICE inContact

February 16, 2018 Last Updated: March 14, 2020
Justin

Optus signs partnership with NICE inContact to provide a cloud-based, multi-channel solution for Optus Business customers in Australia.

Jetstar’s virtual assistant launches on Facebook Messenger

February 15, 2018 Last Updated: March 11, 2020
Justin

Jetstar’s virtual assistant, Jess, has extended her services to Facebook Messenger enabling customers to receive real-time customer service using AI.

2017 FMG B2B Sales Report

February 7, 2018 Last Updated: November 20, 2019
Justin

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.

Articles by Justin