Livepro launches on Genesys
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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
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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.

Customer Service Chatbots on the increase in Australia
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Chatbots on the increase in Australia

Research conducted a couple of years ago suggested that Chatbots are on the increase in Australia but the latest data perhaps suggests a different story.

Call Journey announce Genesys partnership
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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
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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
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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.

Optus and NICE announce new partnership
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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.

Voice Biometrics Technology is booming
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Voice Biometrics Technology

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.