Latest News
Facebook delays naming oversight board members until 2020
US regulator weighs action against Facebook over how its apps interact
Banks position for payments war as PAX enters Australia with Android card-killer terminal
NSW govt told to urgently improve cyber security resilience
Researchers criticise AI software that predicts emotions
contact centre
NAB re-platforms call centres onto Amazon Connect
Adding IVR options will no longer cost $70k and take months.
Dec 10 2019 7:07AM
Vodafone flags 130 job cuts at Hobart call centre
Blames regulatory obstacles, 5G costs.
Oct 9 2019 3:35PM
TechOne rings up new cloud comms platform
Uniting its global workforce.
May 16 2019 10:54AM
Govt to pressure telcos to host call centres onshore
To resolve complaints faster.
Nov 15 2018 12:14PM
Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
Oct 29 2018 1:39PM
Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
Sep 28 2018 9:12AM
Foxtel turns to data to keep its customers
Works out how much to discount its products to stop churn.
Jul 3 2018 12:54AM
Genesys to buy Interactive Intelligence for $2 billion
Hopes to fight off contact centre rivals.
Sep 1 2016 10:04AM
Telstra to cut 150 jobs from enterprise services group
Adds to 200 voluntary redundancies in call centres.
Nov 26 2015 11:05AM
A new perspective on digital leadership
Is the coalface of a bank’s technology operations the data centre, or the contact centre?
Sep 8 2014 12:31PM
Salmat moves contact centres to private cloud
Consolidates PABX installations across the country.
Sep 27 2012 7:00AM
Telstra Global offers hosted contact centre
Updated: Building an over-the-top portfolio.
Jul 3 2012 11:47AM
Woolworths slims service desk footprint
Consolidates customer support.
Jul 19 2011 6:45AM
Australians urged to donate online for flood relief
Data centre staff in for the long haul.
Jan 11 2011 1:06PM
Flood relief tests Queensland shared services strategy
Call centre system crashes as Australians open their wallets.
Jan 11 2011 6:03AM
Centrelink trials call recording technology
Monitors employees' screens, calls in ongoing trial.
Nov 30 2010 11:11AM
Salmat opens new offshoring centre
Philippines facility to handle Australian queries.
Sep 10 2010 6:00AM
Web shakes up contact centre industry
The Internet has turned traditional concepts of brand loyalty, sales, and customer expectations on their heads, Genesys execs have warned.
Aug 15 2008 1:22PM
NAB upgrades contact centre technology
The National Australia Bank (NAB) is adding natural speech capabilities to its contact centres in an effort to ‘join the dots’.
Aug 13 2008 1:13PM
