contact centre

Beyond Bank modernises its contact centre environment

Beyond Bank modernises its contact centre environment

Puts focus on omnichannel experiences.
Oct 26 2020 6:50AM
Telstra predicts inbound call volumes will fall to around 11 million

Telstra predicts inbound call volumes will fall to around 11 million

Down from 36 million pre-T22.
Oct 13 2020 11:54AM
ANZ breaks down Agile transformation of its contact centre

ANZ breaks down Agile transformation of its contact centre

With an automated test regime to keep CX together.
Aug 12 2020 6:53AM
Telstra to have Australian agents answer all inbound calls from 2022

Telstra to have Australian agents answer all inbound calls from 2022

Contact centre mix changes made in COVID to become permanent.
Jul 9 2020 2:32PM
Sportsbet turns to data insights to meet live betting demands

Sportsbet turns to data insights to meet live betting demands

Spends three years honing workforce planning for its contact centres.
Jun 9 2020 6:46AM
Vocus returns Dodo, iPrimus contact centres to 85 percent capacity

Vocus returns Dodo, iPrimus contact centres to 85 percent capacity

Staff working from home across two countries.
Apr 9 2020 4:36PM
Telstra uses AI to vet 19,000 candidates for 1000 temp jobs

Telstra uses AI to vet 19,000 candidates for 1000 temp jobs

Reveals need for extra 2500 workers.
Apr 8 2020 6:25PM
NAB re-platforms call centres onto Amazon Connect

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

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

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

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

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

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

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

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

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

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

Salmat moves contact centres to private cloud

Consolidates PABX installations across the country.
Sep 27 2012 7:00AM
Telstra Global offers hosted contact centre

Telstra Global offers hosted contact centre

Updated: Building an over-the-top portfolio.
Jul 3 2012 11:47AM
Woolworths slims service desk footprint

Woolworths slims service desk footprint

Consolidates customer support.
Jul 19 2011 6:45AM

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