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.
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.
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.
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.
Call Journey announce Genesys partnership Australian grown Call Journey and Genesys partner up to transform customer experience with conversation analytics. 9 Feb 2018 A new partnership between Call Journey and Genesys is set to revolutionise […]
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.
Gartner predicts that 85% of all customer interactions will be handled by AI by 2020 so we take a look at the use of AI in Australian call centres today and hear from local leaders on what to expect in the near future, along with some tips on how to get started.
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.
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 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.
Visual IVR is a new call centre technology that provides a better mobile experience for customers that also improves contact centre efficiency. But is it for everyone? We explore 3 Visual IVR Myths and bust them wide open.
Web Voice Synchronisation (or WVS) provides call centre and marketing departments huge power to personalise the customer experience and track campaigns providing powerful data to analyse the success of marketing campaigns and improve conversion rates.
If you are in the market to purchase technology for your call centre here are 8 Tips for choosing the right technology partner for your contact centre presenting in a vendor agnostic viewpoint - just some good advice from someone with experience!
With chatbots, AI, Voice Biometrics and a host of other platforms, choosing the right digital platform to improve CX has never been more difficult! This article explores how some companies are dealing with the challenges.
The cloud contact centre market is set for a huge shake up with Amazon releasing their own call centre platform, Amazon Connect to power call centres across the world using cloud contact centre technology.
The future edges a step closer as Domino's announces that Bots are coming to Pizza ordering with new virtual assistant, Dru Assist. Now you can order a pizza, have some banter and ask some questions without actually speaking to a human.