Technology Articles

July 12, 2018
chatbots for customer service

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

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.
March 20, 2018
Genesys launch new appfoundry

The new Genesys AppFoundry has launched

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.
March 19, 2018
Types of visual engagement

Types of Visual Engagement in contact centres

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.
March 15, 2018
Delecon launches speech analytics platform

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.
March 15, 2018
Twilio launches flex contact centre platform

Twilio launches Flex contact centre platform

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.
March 10, 2018
Chatbots are on the rise in Australia

Chatbots on the increase in Australia

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.
March 8, 2018
Call Journey announce Genesys partnership

Call Journey announce Genesys partnership

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 […]
February 27, 2018
Nice inContact extends AI capability on CXone

Nice inContact extends AI capability on CXone

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.
February 23, 2018
Is AI really going to impact call centres

Is AI really going to impact call centres?

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.
February 22, 2018

Australian businesses falling behind in AI adoption

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.
February 16, 2018
Optus and NICE announce new partnership

Optus signs partnership with NICE inContact

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.
February 15, 2018
Jetstar's virtual assistant

Jetstar’s virtual assistant launches on Facebook Messenger

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.
February 1, 2018
Voice biometrics is booming

Voice Biometrics is booming

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.
October 26, 2017

Options to integrate Salesforce CRM into your call centre

Discover the options on how to integrate Salesforce CRM into your call centre and start reaping the benefits of an improved customer experience.
August 13, 2017
The difference between a CHATBOT AND VIRTUAL ASSISTANT

What’s the difference between a bot and virtual assistant?

The lines are becoming increasingly blurry and with marketing spin everywhere we explain the difference between a bot and virtual assistant.
August 11, 2017

3 Advantages of Automation in Creating a Good Customer Experience

There are lots of advantages of automation when it comes to improving the customer experience. We reveal three advantages that will improve your business and your customer experience.
August 9, 2017
3 Myths about Visual IVRs 2018

3 Myths about Visual IVRs and why you need one

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.
August 7, 2017
Why you need WEB VOICE SYNCHRONISATION (WVS)

What is Web Voice Synchronisation (WVS)?

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.
July 24, 2017
4 Tips to successfully IMPLEMENTING LIVE CHAT

4 Tips for effectively implementing live chat into a call centre

Implementing live chat to your call centre is a great way to improve your CX, increase sales and improve productivity. Here's some tips to make sure you get it right.
June 22, 2017
8 Tips for choosing the right CALL CENTRE TECHNOLOGY PARTNER

8 Tips for choosing the right technology partner for your contact centre

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!
June 19, 2017
Why its so tough choosing the RIGHT DIGITAL PLATFORM

Why its so tough choosing the right digital platform to improve CX

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.
March 31, 2017

Amazon releases call centre solution – Amazon Connect

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.
March 22, 2017
Comparing the three channels EMAIL, LIVE CHAT & CHATBOTS

Comparing the benefits of chatbots over email and live chat

In this article we compare the benefits of chatbots over other channels such as email and live chat in delivering efficient CX
March 9, 2017

Can chatbots replace your app?

With app fatigue starting to set in we ask can chatbots replace your app? Its a question many businesses are starting to explore so lets weigh it all up...
March 2, 2017

How the humble Pizza is leading the CX change with ‘Dru Assist’

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.