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.

Concentrix mid year review 2017
News & Press Releases

Concentrix mid year review 2017

Concentrix’s Country General Manager (Australia & New Zealand) Peter Monk has released his mid-year review including Concentrix’s recent acquisition of Tigerspike.

How to STOP telemarketing calls to your home and mobile in Australia
In the Community

How to stop telemarketing calls in Australia

Like most Australians, I get annoyed by telemarketing calls. But what can be done in Australia to stop telemarketing calls and what are the rules? We reveal the truth from inside the call centre industry.