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:

Australian Tax Office implements Voice Biometrics technology
News & Press Releases

Australian Tax Office implements Voice Biometrics

June 23, 2015 Last Updated: December 26, 2019
Justin

The Australian Taxation Office is hoping its punt on voice biometrics pays off as it implements the Nuance technology in its call centres as government departments across the globe quickly pick up on the voice biometrics trend saving millions of dollars for taxpayers and improving the customer experience.

Telstra Philippines call centre
News & Press Releases

New 3,500 seat Telstra Philippines call centre opens

April 29, 2015 Last Updated: April 21, 2020
Justin

A new Telstra Philippines call centre has opened with 3,500 seats in Manilla. The move will continue to frustrate Telstra’s customers who are already frustrated with customer service delivered by offshore call centres. And in a double blow, its a sure sign more local call centre jobs will be lost.

Transurban call centre jobs now safe - or are they?
Community Education

Transurban call centre jobs now safe

March 18, 2015 Last Updated: March 15, 2020
Justin

Transurban call centre jobs now safe after they faced a massive public backlash over their call centre offshoring plans to the Philippines. Or are they?

News & Press Releases

Telstra Ventures announces investment in Panviva

December 10, 2014 Last Updated: January 15, 2019
Justin

Telstra Ventures announces investment in Panviva, the leading provider of cloud-based business process guidance software solutions after the completion of a minority equity investment. The investment by Telstra Ventures enables Panviva to accelerate product development and expand its sales and marketing

News & Press Releases

Hunter Water Call Centre Reinstated

October 29, 2014 Last Updated: January 14, 2019
Justin

HUNTER Water has admitted it made the wrong decision in outsourcing its customer call centre, and is bringing the service back to Newcastle. Three years ago in 2011, the water provider sent its customer service operations out of house –