Adobe integrates Delacon for call analytics

August 22, 2019 Justin Tippett 0

Call analytics company Delacon has become the only call tracking company in Australia to be fully integrated with Adobe Analytics and Adobe AdCloud.

CallDesign named premier Aspect Channel Partner in Australia

August 21, 2019 Last Updated: August 22, 2019
Justin Tippett 0

Call Design, an international workforce management solutions company has been given the exclusive sole rights for Aspect Software in Australia.

Knosys announce cloud call centre solution

Knosys brings new cloud solution to call centres

April 4, 2019 CX Central 0

Customer services teams are the front line of your business and need to be armed with the tools they need to represent your brand in the best possible way.

8X8 select confirmit to conduct VOC Surveys

8X8 Selects Confirmit for VOC Surveys

August 5, 2018 Last Updated: January 15, 2019
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8X8, a provider of contact centre solutions has announced Confirmit as their selected provider to power its online and telephone Voice of the Customer surveys.

Caution when using chatbots for customer service

Chatbots for customer service are not a get-out-of-jail-free card

July 12, 2018 Last Updated: November 10, 2019
Niamh Reed 0

There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it’s not an automatic solution to all your CX problems.

News & Press Releases

contactSPACE announce brand refresh

June 29, 2018 Last Updated: January 15, 2019
CX Central Comments Off

Cloud contact centre solution provider contactSPACE have announced new branding along with the announcement of a joint venture with a major payments business.

Announcing the Sytel AI Dialer

June 16, 2018 Last Updated: January 15, 2019
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Sytel has announced the launch of their new AI Dialer offering the next generation of automatic dialers using artificial intelligence.

5 Benefits of call centre technology for business

5 Key Benefits of Call Centre Technology

June 12, 2018 Last Updated: January 18, 2019
Justin Tippett 0

Discover the key benefits of call centre technology to help improve efficiency and the customer experience in your business without the sales pitch.

NICE Cognitive Robotic Automation Platform Expands

May 3, 2018 Last Updated: January 15, 2019
CX Central Comments Off

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex’s conversational chatbot to fulfil more customer requests, including complex actions, in real-time.

Benefits of Call Centre Software for Business

March 21, 2018 Last Updated: January 18, 2019
Johanna Anniston 0

If your business is handling increase calls there are many benefits of implementing a call centre solution and its not as expensive as you may think with modern cloud-based call centre platforms available on a per agent, per month basis.

The new Genesys AppFoundry has launched

March 20, 2018 Last Updated: January 14, 2019
CX Central 0

The new Genesys AppFoundry has launched providing Genesys customers with an easy way to integrate leading customer experience solutions to solve business problems and better serve their customers’ needs.

Types of Visual Engagement Tools for Customer Service

March 19, 2018 Last Updated: January 16, 2019
Carolina Scrobogna 0

With humans processing images 60,000 faster than text, contact centres are looking to different types of visual engagement tools to improve the CX. This article reveals the common visual engagement technology that is surprisingly accessible and affordable.

AdvaTel launches Omni Intelligence on Genesys AppFoundry

March 16, 2018 Last Updated: January 15, 2019
CX Central 0

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.

Delecon launches speech analytics platform

Delacon launches speech analytics platform

March 15, 2018 Last Updated: January 14, 2019
CX Central 0

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.

livepro Launches on Genesys AppFoundry

March 15, 2018 Last Updated: January 15, 2019
CX Central 0

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

March 15, 2018 Last Updated: January 14, 2019
CX Central 0

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 on the increase in Australia

March 10, 2018 Last Updated: January 15, 2019
CX Central 0

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

March 8, 2018 Last Updated: January 14, 2019
CX Central 0

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

February 27, 2018 Last Updated: January 15, 2019
CX Central 0

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.

Using artificial intelligence in call centres

The impact of Artificial Intelligence in Call Centres

February 23, 2018 Last Updated: January 16, 2019
Justin Tippett 0

The use of Artificial Intelligence in Call Centres continues to gather pace promising an improved customer experience and lower costs but is it too good to be true?

Australian businesses falling behind in AI adoption

February 22, 2018 Last Updated: March 26, 2019
CX Central 0

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 signs partnership with NICE inContact

February 16, 2018 Last Updated: January 14, 2019
CX Central 0

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.

Jetstar’s virtual assistant launches on Facebook Messenger

February 15, 2018 Last Updated: January 14, 2019
CX Central 0

In an industry first, Jetstar’s virtual assistant, Jess, has extended her services to Facebook Messenger enabling customers to receive real time customer service using artificial intelligence technology.

Voice Biometrics is booming

February 1, 2018 Last Updated: January 13, 2019
CX Central 0

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.

How to integrate a CRM tool into your call centre

How to integrate a CRM system into your call centre

October 26, 2017 Last Updated: September 29, 2019
Belinda Roets 0

Discover the options on how to integrate Salesforce CRM into your call centre and start reaping the benefits of an improved customer experience.

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