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

Probe Group to acquire Salmat Ltd’s contact business

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.

Unity4 announce rebranding
News & Press Releases

Unity4 rebrand for the next stage of growth

At home agents specialist call centre 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

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.

Delecon launches speech analytics platform
News & Press Releases

Delacon launches speech analytics platform

Using an artificial intelligence engine to transcribe and analyse all calls, Australian owned and operated global provider of call analytics, Delacon, has developed the specialist module to provide a deeper understanding of customer behaviour and sentiment once they move from the online to offline world.

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.

Customer Service Chatbots on the increase in Australia
News & Press Releases

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
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.