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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.
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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.
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Vision Australia revamps contact centre software for blind staff
Builds accessible desktop with Amazon, VoiceFoundry.
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Toll swaps stagnant Siebel for Salesforce
CRM couldn't scale to handle Christmas.
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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.
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Telstra to cut 150 jobs from enterprise services group
Adds to 200 voluntary redundancies in call centres.
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A new perspective on digital leadership
Is the coalface of a bank’s technology operations the data centre, or the contact centre?
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Salmat moves contact centres to private cloud
Consolidates PABX installations across the country.
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Telstra Global offers hosted contact centre
Updated: Building an over-the-top portfolio.
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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.
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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
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