Using technology for CX

Discover how businesses are using technology for CX improvements that deliver happier customers and improved efficiencies.

The modern call centre is now immersed in technology but how to best use it, and integrate with other business departments like Marketing is a fast evolving space. We’ve collated all the articles we’ve published on how businesses are merging technology and the call centre to deliver great customer experiences into one location so you can quickly digest that latest trends, insights and news.

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.
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.
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.
November 4, 2016

Australian brands still yet to grasp Facebook Messenger app

New research published by Sydney based On Message has revealed that Australian brands are still yet to grasp the Facebook Messenger app.
September 28, 2016
The complete guide to KNOWLEDGE MANAGEMENT SYSTEMS

The complete guide to Knowledge Management Systems

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.
April 15, 2016

How Facebook Messenger and chatbots are impacting call centres

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.
September 30, 2015
3 Tips for implementing a OMNICHANNEL STRATEGY

Three tips for implementing an omnichannel strategy to improve your CX

The lines between customer, technology and business are becoming increasingly blurry. Is your organisation ready for the omni-channel customer experience? Here's three tips to get you ready for omni-channel.
September 1, 2015

Customer Experience to ride the wave of the technological tsunami

How the technological tsunami will impact the customer experience whether you are ready or not. Customer expectations are rising quickly and with technology more affordable than ever, using tech to deliver a superior customer service is the key to success.
April 26, 2015

Call centres social media awakening

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.
March 19, 2015

Is artificial intelligence taking over the call centre?

Is the role of the call centre agent a dying breed due to artificial intelligence taking over the call centre and making real people obsolete?
March 11, 2015

RIP Multichannel

RIP Multichannel as the concept has been replaced with the new buzz word omnichannel. Find out what that means for your customer experience.
February 25, 2015

What’s coming up for Omnichannel in 2015

With Omnichannel in 2015 gaining huge traction we reveal three pillars to separate your customer experience from your competitors.
January 16, 2015
Customer Engagement TECHNOLOGY TRENDS

5 key Customer engagement centre technology trends for 2015

mplsystems have revealed their 5 key Customer engagement centre technology trends for 2015 and engagement is a central theme.
December 9, 2014

Digital channels and the customer experience

Contact centre software provided Genesys have produced a great video that explains digital channels and the customer experience so it all makes sense!
November 27, 2014

Top ten predictions for 2015 by Forrester

Wondering how 2015 is going to impact technology in the Asia Pacific region? We reveal the top ten predictions for 2015 by Forrester Research.
October 10, 2014

Omni-Channel continues to gather pace in contact centres

A new report by Bluewolf, sponsored by NewVoice Media, highlights that investment in Omni-Channel continues to gather pace in contact centres.
September 11, 2014
Deakin University launches Social Media Command Centre

Deakin University launches Social Media Command Centre

In what its believed to be a first for a tertiary institution, Deakin University launches Social Media Command Centre to improve digital interactions.
August 27, 2014
Ergon Energy selects new CRM tool

Ergon Energy selects new CRM tool

Queensland Government-owned energy supplier Ergon Energy selects new CRM tool opting to go with a Canadian based company.
June 24, 2014
TELSTRA GAINS INSPIRATION FROM UBER

Telstra inspired by Uber for service technician calls

Telstra have been inspired by Uber for service technician calls as the Telco giant looks to implement similar technology to support their field technicians to improve customer service.
June 6, 2014
Huawei announces new contact centre application

Huawei announces new contact centre application

Chinese multinational networking and telecommunications equipment and services company Huawei announces new contact centre application which will benefit a range of Australian businesses particularly in the telco sector.
May 19, 2014
Genesys and Zendesk form an alliance

Genesys and Zendesk form an alliance

Genesys and Zendesk form an alliance allowing companies to focus on customer support rather than integrating technology solutions to work with each other.
May 15, 2014

St. George Bank is trialling smartwatch technology

Using Apple's iBeacon technology its been announced St.George Bank is trialling smartwatch technology in three Sydney branches.
May 9, 2014
DHS is working towards a mobile app for video calls

DHS is working towards a mobile app for video calls

The Department of Human Services - DHS is working towards a mobile app for video calls and document transfers to speed up application processes.