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:

Salmat contact centre business sold
News & Press Releases

Salmat contact centre business sold

March 26, 2018 Last Updated: November 10, 2019
Justin

The Salmat contact centre business has been sold with the Probe Group to acquire the call centre business from 30 April 2018.

Probe Group to acquire Salmat in new acquisition
News & Press Releases

Probe Group to acquire Salmat Ltd’s contact business

March 26, 2018 Last Updated: December 3, 2019
Justin

Big news in the Australian BPO and call centre outsourcing industry with Probe Group to acquire Salmat Ltd’s contact business that will collectively manage over 3,500 across Australia, New Zealand and the Philippines.

Genesys AppFoundry has launched in Australia
News & Press Releases

The new Genesys AppFoundry has launched

March 20, 2018 Last Updated: October 13, 2020
Justin

The new Genesys AppFoundry has launched providing Genesys customers with an easy way to integrate with other leading customer experience solutions.

Australian BPO Unity4 rebrand
News & Press Releases

Unity4 rebrand for the next stage of growth

March 20, 2018 Last Updated: March 15, 2020
Justin

At home call centre agents outsourcer Unity4 rebrand to launch into their next stage of growth with a new website and tagline ‘Good conversations’.

SMART Group start offering South Africa call centre solution
News & Press Releases

SMART Group move call centre outsourcing to South Africa

March 20, 2018 Last Updated: February 4, 2020
Justin

Melbourne based call centre outsourcer SMART Group has announced plans to move call centre outsourcing to South Africa to provide Australian companies with a cost effective alternative to Philippines based call centre outsourcers.

Advatel launches omni intelligence
News & Press Releases

AdvaTel launches Omni Intelligence on Genesys AppFoundry

March 16, 2018 Last Updated: March 12, 2020
Justin

Advatel launches Omni Intelligence on the Genesys AppFoundry to provide a unique analytics platform enabling contact centre managers, supervisors and agents to see complete real-time operational data.

2018 Australian Contact Centre Industry Report
Call Centre KPIs & Metrics

2018 Australian Contact Centre Industry Report

March 15, 2018 Last Updated: October 11, 2020
Justin

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.