Alphabet shutting down internet balloon venture Loon
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Beyond Bank modernises its contact centre environment
Puts focus on omnichannel experiences.
Oct 26 2020 6:50AM
How three educators are using technology to adapt to a COVID world
How Swinburne University, Deakin University and UTS Insearch are harnessing technology during the pandemic.
Aug 27 2020 10:49AM
ANZ breaks down Agile transformation of its contact centre
With an automated test regime to keep CX together.
Aug 12 2020 6:53AM
Vodafone Australia re-platforms its customer channels
'Huge project' ran through 2019, expected to save $3m a year.
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Genesys to buy Interactive Intelligence for $2 billion
Hopes to fight off contact centre rivals.
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Genesys in bid to buy Avaya's call centre business
Would create telephony powerhouse.
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How Service NSW uses data to create ‘healthy competition’
Real-time performance dashboards critical to constant improvement.
Jul 31 2014 6:38AM
Toll trials driver fatigue technology
One-off expenses cause profit drop.
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Alcatel-Lucent sells Genesys for $1.5b
Sells subsidiary for the same price it paid.
Oct 21 2011 1:01PM
Flood relief tests Queensland shared services strategy
Call centre system crashes as Australians open their wallets.
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NEC to rebuild RACV network
Motoring club in "ground up" upgrade.
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Telstra looks to remote workers for 24/7 call centres
Mix of offshore and onshore staff.
Aug 18 2010 2:50PM
Calls answered based on your worth
Are you worth the call?
Aug 17 2009 1:17PM
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
Genesys enters Aussie partnership to build ‘Quality Conversations’
Genesys has partnered with Australian developer Kevin Panozza to address a need for soft skills among contact centre staff.
Aug 14 2008 6:38AM
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
NSC signs up Avaya rival Genesys
Telecommunications specialist NSC has signed a deal with contact centre software vendor Genesys -- which competes in the Australian market against main NSC partner Avaya.
Dec 15 2003 12:00AM
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