Articles with 'Technology'

Avaya files for bankruptcy

January 20, 2017 Last Updated: March 13, 2020
Justin

Contact Centre technology provider Avaya files for Bankruptcy which will cause some uncertainty for contact centres in Australia using the Avaya platform.

Messaging Apps Users are on the rise in Australia

Messaging apps users in Australia is on the rise – new research

December 13, 2016 Last Updated: November 15, 2019
Kwame Aforo-Addo

The number of messaging app users in Australia is continuing to climb posing new challenges for customer service and call centre teams.

How the Australian Tax Office is using a virtual assistant to improve self-service

December 9, 2016 Last Updated: November 18, 2019
Justin

The ATO has released some data revealing how their use of a virtual assistant to improve self-service has reduced the load on the call centre channel.

The rise and rise of messaging apps

December 8, 2016 Last Updated: August 29, 2021
Kwame Aforo-Addo

How the rise of messaging apps popularity is forcing businesses to rethink their entire CX strategy with traditional channel volumes on the decline.

Guide to Knowledge Management Systems

September 28, 2016 Last Updated: July 23, 2021
Justin Tippett

The complete guide to Knowledge Management Systems will help explain the benefits of a KMS to improve your call centre efficiency, the customer experience and staff satisfaction! We cover all the common questions and answers about one of the most critical components in a modern call centre.

Tips for using business intelligence to improve call centre agent productivity

September 5, 2016 Last Updated: December 31, 2019
tcn

Using new Business Intelligence tools enables you to improve call centre agent productivity and the efficiency of your centre. Learn more.

Genesys Acquire Interactive Intelligence

September 1, 2016 Last Updated: November 20, 2019
Justin

The competition for the dominant contact centre technology provider is heating up with Genesys to purchase Interactive Intelligence for $2b USD

IP Australia introduces virtual assistant

August 9, 2016 Last Updated: March 11, 2020
Justin

IP Australia introduces virtual assistant ‘Alex’ supplied by Nuance to provide an intelligent, 24-hour self-service customer experience.

Is Genesys about to acquire Avaya?

August 8, 2016 Last Updated: March 11, 2020
Justin

It what would be a big shakeup for the global contact centre software market, there are reports of Genesys about to acquire Avaya.

Pyrios launches interactive intelligence cloud contact centre solution in Australia

Pyrios launches Interactive Intelligence cloud solution

August 5, 2016 Last Updated: March 14, 2020
Justin

Communications technology specialist Pyrios has inked a deal with Interactive Intelligence to bring cloud contact centre services to Australia & NZ

Technology