News & Press Releases

CX & Call Centre Industry News in Australia

Since 2011 we’ve been collating and publishing a range of news, resources, articles, research, white papers and case studies for the Australian call centre and CX industry.

You can search through hundreds of articles to discover the latest news along with what’s happening in the local contact centre industry with call centre news covering all states including Victoria, New South Wales, Queensland, Western Australia, South Australia and Tasmania.

You will now find White Papers and Case Studies on our downloads page.

How to search

You can simply browse through all the call centre industry news and press releases below in date order, or, we have some links below for some popular news categories:

You can also use the Search function at the top of the page and type in what you are looking for.

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Browse through the CX & Call Centre Industry News and Press Releases below:

Civilian Call Takers are risking lives over trained professionals in the call centre
News & Press Releases

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

IP Australia introduces virtual assistant
News & Press Releases

IP Australia introduces virtual assistant

August 9, 2016 Last Updated: March 11, 2020
Justin

IP Australia introduces virtual assistant ‘Alex’ supplied by Nuance to provide an intelligent, 24-hour self-service customer experience.

Is Genesys about to acquire Avaya?
News & Press Releases

Is Genesys about to acquire Avaya?

August 8, 2016 Last Updated: March 11, 2020
Justin

It what would be a big shakeup for the global contact centre software market, there are reports of Genesys about to acquire Avaya.

Datacall Communications investigation
News & Press Releases

Outsourcer Datacall Communications under investigation

July 27, 2016 Last Updated: February 27, 2020
Justin

The Illawarra Mercury has reported that Illawarra Communications PTY LTD, also trading as IllComm and Datacall Communications who operate a 24/7 message answering service, has faced the wrath of the Fair Work Ombudsman for underpaying call centre workers. For those short