Articles with 'Technology'

Use of voice biometrics in call centres on the rise

Using Voice Biometrics in call centres

January 25, 2016 Last Updated: November 16, 2019
Justin

Voice Biometrics popularity is on the rise delivering an improved customer experience and deliver efficiencies in contact centres. The technology is saving valuable seconds off every call and saving the customer the pain of having to identify themselves on every call. Its truly a win-win!

Benefits of Cloud Technology for call centres

October 9, 2015 Last Updated: December 29, 2019
Justin

There are a range of benefits of Cloud Technology for call centres in Australia no matter what size your business is – we list some of the key benefits.

Tips for developing an omnichannel strategy to improve CX

Three tips for developing an omnichannel strategy to improve your CX

September 30, 2015 Last Updated: December 29, 2019
Justin

With customer experience (CX) becoming the most important component to business success, developing your omnichannel strategy should be a high priority.

ipSCAPE have dropped the direct to market model in Australia

ipSCAPE looking for partners in Australia

August 31, 2015 Last Updated: November 21, 2019
Justin

Craig Neil, CEO of IPscape announces that they’re moving towards a channel model in Australia that will present a new wave of solutions for their customers.

Telstra announce Genesys contact centre solution in the cloud

Telstra announce Genesys cloud-based contact centre

August 12, 2015 Last Updated: November 23, 2019
Justin

Telstra announces the Genesys cloud Contact Centre solution will now be available as part of a strategic partnership with US contact centre vendor Genesys.

ATO TO USE VOICE BIOMETRICS FOR AUTHENTICATION

The ATO to use voice biometrics to authenticate customers

July 31, 2015 Last Updated: November 18, 2019
Justin

The Australian Taxation Office has completed its two-phase deployment of Nuance’s voice biometrics to authenticate customers in its call centre.

How Cloud contact centre solutions are the new frontier for call centre technology

Hosted and Cloud Contact Centre Solutions are burgeoning in Australia

July 22, 2015 Last Updated: December 16, 2023
Justin

Cloud solutions are increasingly becoming popular for contact centres in Australia providing a host of benefits over the more traditional technology model.

A guide to purchasing call centre headsets in Australia

Purchasing tips for call centre headsets

July 14, 2015 Last Updated: December 2, 2021
Justin

These purchasing tips for call centre headsets in Australia will ensure you make the right decisions to enable your agents to perform at their best.

Australian Tax Office implements Voice Biometrics

June 23, 2015 Last Updated: December 26, 2019
Justin

The Australian Taxation Office is hoping its punt on voice biometrics pays off as it implements the Nuance technology in its call centres as government departments across the globe quickly pick up on the voice biometrics trend saving millions of dollars for taxpayers and improving the customer experience.

Social Media Management in Contact Centres

April 26, 2015 Last Updated: December 29, 2019
Justin

Ready or not the call centres social media awakening is occurring with more and more consumers using social media channels for business enquiries resulting in new challenges to manage the customer, data and staff.

Technology