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:

Contact centre technology company Aspect files for bankruptcy
News & Press Releases

Aspect files for bankruptcy with creditor plan

March 10, 2016 Last Updated: March 11, 2020
Justin

A major supplier of call centre software in Australia, Aspect files for bankruptcy in the United States that will make some Australian call centres nervous.

FMG expanding into the UK
News & Press Releases

FMG expanding into the UK

March 2, 2016 Last Updated: November 10, 2019
Justin

UK and Australian expansion on the agenda for FMG  Forrest Marketing Group (FMG) is bucking the trend of call centres closing down in Australia by not only expanding their business into Europe, but also making plans to grow their team

Is Service NSW a $1b failure?
CX Executive Tips

Is Service NSW a $1b failure?

February 22, 2016 Last Updated: March 10, 2020
Justin

It has been hailed as a customer service revolution, but is Service NSW starting to show a few cracks? A new report suggests things aren’t all as they seem.

ATO implements Nuance voice biometrics
News & Press Releases

ATO implements Nuance voice biometrics

January 27, 2016 Last Updated: November 17, 2019
Justin

The ATO implements Nuance voice biometrics becoming the first organisation to implement a multi-channel voice biometrics solution in Australia enabling customers to use voice biometrics across the online suite of products (instead of just over the phone).