What is Web Voice Synchronisation (WVS)?

What is Web Voice Synchronisation (WVS)?

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Imagine a world where your call centre staff could read your customers’ minds. Just think of what your staff could do if they knew exactly...
000 Emergency Services Contact Centre coming up for tender

000 Emergency Services Contact Centre tender coming soon

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000 Emergency Services Contact Centre coming up for tender The Australian Government will shortly be publishing a Request for Tender (RFT) to deliver the next-generation Triple Zero...
Cyara expands A&NZ Account Executive team with three new appointments

Cyara expands ANZ Account Executive team with three new appointments

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Melbourne Australia 3 July 2017 - Cyara, the leading Customer Experience (CX) Assurance Platform, today announced an expansion to the Australia and New Zealand...
ContactSpace and Cracka Wines

contactSPACE implementation results in 40% revenue gain

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Being efficient is paramount in the modern contact centre environment, and having the right processes and tools in place can make all the difference....
choosing the right technology partner for your contact centre

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

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“These things changed my life!” We were at around 10kms mark of the Bentonville Half Marathon when I got into a conversation with a fellow runner about footwear....
choosing the right digital platform to improve CX

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

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The digital transformation landscape is already crowded and becoming even more so every day. We have a range of specialist companies providing Virtual Assistants,...
ASTIA implements contactSPACE

New outsourcer implements contactSPACE to eclipse competition

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PREMIUM CUSTOMER ENGAGEMENT CENTRE IMPLEMENTS CONTACTSPACE TO ECLIPSE COMPETITION ASTIA, a premium Customer Engagement Centre, today announced its partnership with contactSPACE, the next-generation cloud contact...
Access4 announces the end of contracts

Access4 announces the end of contracts for telephony and UC services

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Access4 announces the end of contracts for telephony and UC services Australian market set for a shake-up as the pay-as-you-go promise of Cloud becomes a...
Amazon Connect is launched for the contact centre market

Amazon releases call centre solution – Amazon Connect

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The rumours have been swirling around for months about Amazon coming to Australia and its now confirmed, but nothing like we expected! Amazon Web Services...
Bos Global Holdings to purchase 40% stake in CallDesign

Call Design announces a new relationship with BOS Global Holdings

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22 March 2017, Melbourne, Australia.  BOS Global Holdings, a public company listed on the AIM Stock exchange in London, has this week announced its intention...
Comparing the benefits of chatbots

Comparing the benefits of chatbots over email and live chat

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As chatbots continue their upward trend and popularity in 2017, the case for them being here to stay increases. There are several reasons which...
Can chatbots replace your app

Can chatbots replace your app?

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Do bots have the potential to completely replace your company app? I refer to a future where businesses re-direct 100% of their app development...
Weight Watchers announce new contact centre technology partner

Weight Watchers announce new contact centre technology partner

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7th March 2017  PRESS RELEASE  WEIGHT WATCHERS STRENGTHENS CUSTOMER ENGAGEMENT WITH CONTACTSPACE’S CLOUD CONTACT SOLUTION  Weight Watchers Australia and New Zealand today announced a partnership...
Domino's launch Dru Assist, a virtual assistant to take your pizza order

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

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Bots are taking another step forward into mainstream Australia with Domino's pizza rolling out their new Virtual Assistant known as Dru Assist across the...
Quality Connex Signs Five Year Omni-Channel Contact Centre Contract with MyRepublic

Quality Connex Signs Five Year Omni-Channel Contact Centre Contract with MyRepublic

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Sydney, 27 February 2017 - Australian based cloud contact centre provider and system integrator, Quality Connex, has struck a five year agreement with internet service...
Genesys acquires Silver Lining Solutions

Genesys acquires Silver Lining Solutions

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SAN FRANCISCO and BIRMINGHAM, U.K. — Feb. 28, 2017 — Genesys® (www.genesys.com/anz), the global leader in omnichannel customer experience and contact centre solutions, has...
New Cloud solution for Australian contact centres with Access4 bringing Broadsoft CC-One to market.

New Cloud Solution for contact centres enters Australian market

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There is a new cloud solution for contact centres in Australia with Access4 announcing it is the first service provider in Australia to host a deployment of...
3 Key channels to install a chatbot

3 Key channels to install a chatbot

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As chatbots continue to grow in popularity our understanding of their applications will follow. The next thing to be considered alongside what chatbots can...
We reveal what a chatbot can actually do in a customer service environment

So what can chatbots actually do?

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Let’s presume you’ve read the recent four-parter introducing the messaging and chatbot revolution, and are now curious about chatbots. You may be asking, what can...
Nuance Australia has implemented supervised AI technology into the IP Australia website to improve the levels of automation

Virtual Assistant upgraded with supervised AI technology

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Just when you were getting your head around online virtual assistants and chatbots, things have just stepped up another notch. Nuance Communications todays announced...
3 reasons why chatbots will change cx

3 key reasons Chatbots will change CX

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You made it to part four of four, welcome to the home stretch. In part three here we spoke about Facebook Messenger as a...

Testing voice biometrics accuracy on movie stars

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From the editor: We've all heard about technology thats going to eliminate the need for contact centres but there is one technology that is...
The hidden opportunities with Messenging Apps

The hidden opportunities with messaging apps

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Welcome to part three of messaging and the chatbot revolution. If you missed the background click to catch up on part one and part two. So we’ve...
Optus win Flight Centre contact centre deal

Optus win Flight Centre contact centre deal

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Flight Centre has handed Optus $75 million for another five years of its services, signing an agreement to move to a virtualised contact centre within...
Avaya files for bankruptcy

Avaya files for bankruptcy

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It had been speculated for a while but its now finally happened. Contact Centre technology supplier has filed forBankruptcy under Chapter 11 of the U.S...
An article that explores Australians love of messaging platforms

Aussies Love Messaging Platforms too

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Welcome to part two of the four-part series on messaging and the chatbot revolution. For those who may have missed it, part one established the...
How the ATO used a Virtual assistant to improve self service

How the Australian tax office is using a virtual assistant to improve self service

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It seems like every second day we hear about the increasing prevalence of Virtual Agents, Chatbots and self-service technology and how its changing the...
Why Messaging Apps are continuing to rise

The rise and rise of messaging apps – Part 1

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Hello and welcome to an upcoming four-part editorial on messaging and the chatbot revolution at our doorstep. In this four part series I will,...
Choosewell announce Vocalcom solution

Choosewell announce Vocalcom solution

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Melbourne based Health Insurance comparison service Choosewell has announced it will be deploying the Vocalcom Omnichannel customer interaction platform delivered by Quality Connex for...
ipSCAPE wins 2016 Frost & Sullivan award

ipSCAPE wins 2016 Frost & Sullivan Award

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Congratulations to Australian company ipSCAPE who recently were awarded the 2016 Frost & Sullivan award in the competitive Cloud Contact centre category. 1 October 2016 Australian...
speech analytics benefits

How speech analytics benefits your entire organisation

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There is no doubting the power of speech analytics but there are still very few companies that are using it in their contact centres....
2016 customer innovation winners

Genesys announce 2016 Customer Innovation Award winners

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Genesys Announces Winners of Customer Innovation Awards at G-Force 2016 Customer Engagement Conference Eight global companies honoured for achieving exceptional customer experience and customer service...
New VoiceMedia announce

New VoiceMedia announce new global call routing architecture

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NewVoiceMedia today announced a new, industry-leading global call routing architecture that will dramatically raise the bar on call quality for organisations running contact centres...
Toowoomba Council awards Contact Centre contract

Toowoomba council awards contact centre contract

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Specialist contact centre services company, QPC, has won a contract to supply a suite of managed services to provide ongoing support for contact centre...
iSelect chatbots

The iSelect chatbots are coming – iSelect poised to target customers on Facebook.

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From the editor: We've been saying for a while that automated chatbots are going to be a game changer for the contact centre industry. Jetstar...
New Voice Media wins award

New Voice Media wins award

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NewVoiceMedia named Most Innovative Call Centre Solutions Company in 2016 Technology Awards LONDON, Thursday 22nd September 2016 NewVoiceMedia, a leading global provider of cloud technology which...
iSelect chooses Aspect Software

iSelect Chooses Aspect Software to Help Transform the Company’s Customer Engagement

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Date: 9/14/2016, Phoenix, Arizona and Melbourne, Australia Aspect Via™, Aspect’s cloud-based Customer Engagement Center solution to personalize iSelect’s customer experience, automate workflows and increase self-service...
using business intelligence

Using Business Intelligence to improve agent and centre productivity

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By now we can all agree that agents are the heart and soul of a contact centre. Improved agent performance has the ability to...
Genesys to purchase Interactive Intelligence

Genesys purchasing Interactive Intelligence

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News today that the competition for the dominant contact centre technology provider is heating up with confirmation Genesys will purchase Interactive Intelligence for $2b USD....
Worldplay heads down under

Worldpay heads down under with Australia licence

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Sydney, Wednesday 10th August 2016 – Worldpay, the global leader in payments, is expanding in Australia after winning its licence to process payments in...
IP Australia introduces virtual assistant

IP Australia introduces virtual assistant

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SYDNEY, Australia, 9 August 2016 – Nuance Communications, Inc. today announced that IP Australia has deployed Nuance’s Nina virtual assistant technology on their website to...
IP Australia introduces virtual assistant

IP Australia launches Alex, Nuance’s Virtual Assistant

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IP Australia, the federal government agency in charge of granting rights in patents, trademarks and designs, has tapped into ­Nuance Communications’ expertise in the...
Genesys about to acquire Avaya

Is Genesys about to acquire Avaya?

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Its been reported by Reuters that Genesys is currently in talks with Avaya to acquire its contact centre business for an estimated $4 billion....
Pyrios launches cloud contact centre service

Pyrios launches cloud contact centre service

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Pyrios launches cloud contact centre service Auckland, 4 August 2016 – Trans-Tasman communications technology specialist Pyrios (formerly known as Agile) has inked a deal with Interactive...
Aussie Bank introduces Voice Biometrics

Aussie Bank introduces Voice Biometrics

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First it was the tax office and now an Australian Bank has introduced Voice Biometrics into its call centre. Ross Greenwood from Nine News...
Konftel Ego

Konftel Ego launches in Australia

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Personal conferencing. Anywhere. Nowadays, meetings can be held with everyone in their own office, in smaller conference rooms or a comfortable hotel lounge. ABTC...
Find out more information about TCN in our free business directory of contact centre suppliers in Australia

TCN announces strategic partnership with Insight Mercantile in Australia

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MELBOURNE, Australia & ST. GEORGE, Utah -TCN Inc., a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide,...
ipSCAPE and telkomtelstra announce partnership

ipSCAPE announce partnership with telkomtelstra

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Press Release: ipSCAPE and telkomtelstra have announced a partnership to offer omni-channel cloud contact centre solutions to businesses in Indonesia. Australian cloud contact centre provider ipSCAPE...
ipSCAPE appoints Chief Operating Officer

ipSCAPE appoints Chief Operating Officer

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Sydney, 29 June 2016 - ipSCAPE, a leading Australian cloud contact centre provider, today announced the appointment of Oliver Clarke to the newly created role...
Swedbank implements virtual assistant

Swedbank implements virtual assistant

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Swedbank, one of the Nordics most highly-respected banks, has delivered the first phase of transforming their online web assistant. Swedbank’s virtual assistant is delivering...
Quality Connex and Vocalcom

Quality Connex and Vocalcom join forces

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Quality Connex Signs Exclusive ANZ Distribution Agreement with Vocalcom Quality Connex, a Sydney headquartered cloud software and consulting company, today announced that it has been...
Avaya logo

Is Avaya up for sale?

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As reported by Reuters, there is speculation that Avaya is considering a sale of its entire business, or some of its major businesses including...

Siri has a new challenger

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It was just a couple of weeks ago when I wrote about how Chatbots are going to completely change the game in the contact...
impact of Facebook's new Messenger Chat Bots on call centres

The impact of Facebook’s new Messenger Chat Bots on call centres

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If you're LinkedIn feed has been anything like mine you would have seen a lot of reports on Facebook's new Messenger Chat Bots. But...

Blending Data Science with contact centres

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Blending Data Science with contact centres will dramatically improve your sales conversions. In an industry as dynamic as contact centres, the only constant is change.  Staying...
Water Corporation upgrades call centre

WA’s Water Corporation upgrades call centre

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Western Australia-based water resources provider, Water Corporation is upgrading their call centre technology looking to bring consistency and unity to its customer engagement approach.         Water Corporation is...
Aspect files for bankruptcy

Aspect files for bankruptcy with creditor plan

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A major supplier of call centre software in Australia, Aspect files for bankruptcy. Sounds dramatic but according to Aspects Chairman and CEO, Stew Bloom it...
cyara appoints new General Manager

Cyara appoints new GM of Aus/NZ

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(Melbourne, Australia, March 1, 2016) – Cyara announced today that Josephine (“Josie”) Vizzari has been hired as General Manager of Australia and New Zealand....
Voice Authentication with binary code

HSBC introduces Voice Biometrics

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Its not just Australia and New Zealand that are reaping the benefits of Voice Biometrics, HSBC just announced they are also following suite introducing...
Cloud contact centre solutions

Cloud contact centre solutions continuing to increase

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CLOUD CONTACT CENTRE GROWTH OUTPACING HOSTED Frost & Sullivan is tipping the Australian cloud contact centre solutions market to grow at a CAGR of 35...
challenge Voice Biometrics

Has a new technology emerged to challenge Voice Biometrics?

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Would you like to shave 25% talk time off every mobile call? Thats the claim made by St.George as they introduce a serious challenge...
ATO implements Nuance voice biometrics in their Australian call centre

ATO implements Nuance voice biometrics

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ATO implements Nuance voice biometrics as it aims to improve the client experience across the contact centre and mobile app. Nuance Communications (NASDAQ: NUAN) today...
Voice Biometrics popularity

Voice Biometrics popularity – The next big thing?

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According to the ATO, since September 2014 more than 1.5 Million taxpayers (approx 5% of Australia's population) have enrolled their voiceprints , and are...
top performers

Top IT outsourcing service providers

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Using the Net Promoter Score (NPS) methodology the top IT Outsourcing Service Providers have been revealed by the customer experience company, Temkin Group. A company’s...
benefits of Cloud Technology

Benefits of Cloud Technology

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You've heard a lot about it but what are the benefits of Cloud Technology for your contact centre?  If you want to optimise your...
omni-channel customer experience

Are you ready for the omni-channel customer experience?

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With the proliferation of new channels emerging and customer expectations changing rapidly its time to ask yourself is your organisation ready for the omni-channel...
Facebook introduces 'M'

Facebook introduces ‘M’. Is this the call centre of the future?

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According to Dave Lee on www.bbc.com, digital assistants like Apple's Siri, Microsoft's Cortana and Google Now all share one key thing in common: the...
technological tsunami

Customer Experience to ride the wave of the technological tsunami

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The next wave of the technological tsunami will impact the competitive landscape in a number of industries, suggests new findings from Kinetic BPO, a...
IPscape move towards a channel model in Australia

IPscape move towards a channel model in Australia

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Craig Neil, CEO of IPscape suggests on www.arnnet.com.au that they're moving towards a channel model in Australia. The Telstra-backed company has so far been...
Telstra Cloud Contact Centre - Genesys

Telstra release Genesys based cloud contact centre

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Telstra has announced a new product known as Telstra Cloud Contact Centre - Genesys as part of a new ‘strategic relationship’ with US contact...
call recording legacy data

Call Recording Legacy Data – Where does it go?

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‘Your call may be recorded for training and monitoring purposes’ is a phrase most of us have heard dozens of times when calling customer...
Voice of the customer software

Voice of the customer software

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New voice of the customer software to improve customer experience in the contact centre Plum Insight is a newly introduced VoP software from Plum Voice,...
voice recognition

The ATO to use voice biometrics to authenticate customers

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The Australian Taxation Office has completed its two-phase deployment of Nuance's voice biometrics to authenticate customers in its call centre.  The ATO in an...
hosted and cloud contact centre

Hosted and Cloud Contact Centre Solutions are burgeoning in Australia

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The Australian hosted and cloud contact centre market is well established, with high levels of market awareness. Most hosted contact centre solutions providers in...

Interactive Intelligence launches new product

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July 3rd, 2015 - Interactive Intelligence launches a new customer engagement cloud service for organisations in Australia and New Zealand. The global provider of customer...
quality headsets

Quality Headsets – the forgotten critical component

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Though seemingly insignificant in comparison to other greater influences on customer experience, the humble headset plays a pivotal role in delivering the highest level...
ato logo australia tax office

Tax Office takes a punt on Voice Biometrics

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The Australian Taxation Office is hoping its punt on voice biometrics pays off as the financial year comes to a close, with its deputy...
Skype for business

How Skype for Business impacts the contact centre

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Jeremy Payne explores how Skype for Business impacts the contact centre with a particular focus on the technology. The adoption of collaboration tools within many...
application virtualisation

The next step in application virtualisation is… DOCKER!

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Docker will be the next revolution to overtake data centres and cloud computing. Developed by a company of the same name, Docker is designed to...
Farmside upgrade call centre

Farmside upgrade call centre

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Farmside upgrade call centre enabling them to scale and adapt to meet changing digital trends. Timaru based, rural operator Farmside has upgraded its customer capability...
Social media technology on glass

Call centres social media awakening

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Ready or not the call centres social media awakening is occurring. Enterprise social media is maturing. Initiatives such as content delivery and contextual marketing are...
virtual call centres

Virtual call centres are the new methodology

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Discussions around the evolution of contact centres has been a hot topic for Contact Centre Central of late, and here we see a slightly...

Is artificial intelligence taking over the call centre?

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Its not quite the Terminator apocalypse but there is certainly the feeling of artificial intelligence taking over the call centre. Artificial Intelligence (AI) is...
RIP Multichannel

RIP Multichannel

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Mulitchannel strategies are fast becoming obsolete as a need for an omni-channel experience becomes apparent. The following blog from Genesys provides an insight into...
Genesys customer experience platform

Genesys releases its cloud-based customer experience platform

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In an effort to target mid-market organisations, Genesys releases its cloud-based customer experience platform.  Genesys contact centre software is well regarded by its customers, but to date its...
omni-channel customer experience

What’s coming up for Omnichannel in 2015

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Omnichannel in 2015 is gaining momentum fast! Here are three pillars to make your customer experience beyond what your competitors are likely offering today. You...
Datacom and Interactive Intelligence

Datacom and Interactive Intelligence join forces to transform contact centres

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Datacom and Interactive Intelligence join forces to transform contact centres across Australia and New Zealand with the official media release below: Sydney, January 20, 2015...
5 key Customer engagement centre technology trends for 2015

5 key Customer engagement centre technology trends for 2015

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mplsystems have revealed their 5 key Customer engagement centre technology trends for 2015. Mplsystems, the UK multi-channel contact technology specialist, believes that 2015 will...
cyborg telemarketing

Cyborg Telemarketing

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Cyborg Telemarketing is real and its already amongst us. But just what is it? This is a story about how the future gets weird. It's about...

Google and Avaya join forces

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Tech giants Google and Avaya join forces after announcing they have teamed up to develop innovative contact centre solutions for businesses. According to Avaya, the collaboration...
Digital channels and the customer experience

Digital channels and the customer experience

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Digital channels and the customer experience might make a little bit more sense after you watch the video below that was produced by contact...
Australia Contact Centre Applications Vendor of the Year 2014

Australia Contact Centre Applications Vendor of the Year 2014

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Frost & Sullivan announce Interactive Intelligence as the winner of "Australia Contact Centre Applications Vendor of the Year 2014" in their Australia Excellence awards. The...
3 Speech Analytics must-haves

3 Speech Analytics must-haves

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The market is becoming increasingly crowded for Speech Analytics software so we reveal 3 Speech Analytics must-haves that should be on your list. Speech Analytics is...
top ten predictions for 2015 by Forrester

Top ten predictions for 2015 by Forrester

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The top ten predictions for 2015 by Forrester Research for Asia Pacific have been revealed with the expectations that mobile-powered customer experiences will fuel digital transformation...
Australia Post gets personal in their call centre

Australia Post gets personal in their call centre

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Australia Post gets personal in their call centre with the introduction of new technology to personalise the customer experience. Most recently, Australia Post has been...
Omni-Channel continues to gather pace in contact centres

Omni-Channel continues to gather pace in contact centres

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With organisations looking to meet the changing needs of customers its no surprise that Omni-Channel continues to gather pace in contact centres. A new report released...
St John Ambulance upgrades call centre technology

St John Ambulance upgrades call centre technology

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St John Ambulance upgrades call centre technology in their State Operations Centre in Perth after their legacy system reached end of life. Interactive Intelligence's software...
ATO introduces voiceprint

The ATO introduces voiceprint to slash wait times

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The ATO introduces voiceprint enabling Australian taxpayers to get through to the Australian Taxation Office call centre more quickly thanks to a new automated...
Spark Digital won three awards at 2014 Frost & Sullivan Awards

Spark Digital won three awards at 2014 Frost & Sullivan Awards

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Spark Digital won three awards at 2014 Frost & Sullivan Awards that was announced at the 2014 New Zealand Growth, Innovation, and Leadership (GIL) Congress...
Deakin University launches Social Media Command Centre

Deakin University launches Social Media Command Centre

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Deakin University launches Social Media Command Centre claiming to be the first Australian tertiary institution to launch its own social media command centre as...