Technology news for Australia's largest enterprises
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Avaya named Leader in Contact Centre Infrastructure Magic Quadrant
“Companies that prioritise the Customer Experience generally demonstrate a higher rate of revenue growth,” says Avaya president and CEO Jim Chirico.
How speech analytics can improve outcomes in the contact centre
Taking a look at how speech analytics technologies can be used in the contact centre to improve customer service and B2C interactions.
The future of contact centres - 4 key trends identified
NICE has identified four key trends to watch in 2018 in order to create or maintain a successful contact centre.
Bye bye bankruptcy: Avaya acquires contact centre as a service provider
It was only late last year when Avaya was cleared of bankruptcy, but the communications vendor is wasting no time in growing its business.
Kiwi institution picks up major Australian Govt. contract
This contract builds on Datacom Connect’s successful customer care operations for other significant government clients.”
Kiwi brands need to step up their game when it comes to digital experience
The report singled out online retailer Mighty Ape as having the best digital experience among all brands with a score of 35.
Contact centre software company wins four major contracts
PureCloud is built on a microservices framework that delivers customer engagement and employee collaboration functionality.
Exclusive: Amazon bringing massive CX opportunities for local channel
Amazon is coming – and it’s bringing with it a ‘massive’ opportunity for the local IT reseller community, Frost & Sullivan says.
Avaya expands Edge channel program to empower partners
In light of growing demand, Avaya has expanded its channel program to enable partners to offer UCaaS and CCaS.
Cisco snaps up BroadSoft in US$1.7b collaboration push
Cisco is acquiring BroadSoft for US$1.7 billion in a deal designed to enhance Cisco’s collaboration offerings.
Gartner labels Genesys the leading vendor for contact centre infrastructure
Genesys has been deemed a Leader in the Gartner 2017 Magic Quadrant for Contact Centre Infrastructure, Worldwide.
Could voice biometrics in contact centres be the next hot trend?
Consumers are in favour of voice biometrics when dealing with contact centres, according to a new survey by NICE.
Australian-based Quality Connex inks five year deal with MyRepublic
"The term length of the agreement shows the commitment that MyRepublic has to the Australian market."
AU contact centre spend surpasses $500m in 2016
Recent research has revealed huge growth in the contact centre market in Australia - including the service providers showing the most potential.
TCN inks exclusive partnership with Japan-based reseller
The cloud-based call center tech company has experienced steady growth in APAC over the last four years.
8x8 introduces its premium feature rich CCaaS product to AU and NZ
8x8 is a global organisation that recently opened up business in AU & NZ after experiencing strong demand in the area - find out what they offer here.
Genesys aims for "next level" of growth with new MD & sales VP hire
Genesys has appointed a new managing director & VP of sales for its ANZ operations as the company hopes to take its services "to the next level".
Australia-first: Contact centre as-a-service hotel opens for business
The Contact Centre Hotel is a fully equipped facility offering seats on a per-month basis - an Australian-first.
Avaya automates and streamlines AIDA's contact centre systems
Australian-based AIDA Group has chosen Avaya's contact centre technology in order to transform its call centre and customer experience processes.
Poor customer service costing Aussie businesses $11 billion a year
"This research highlights the considerable impact that customers have on a business’s success. Customer experience is the key differentiator."
Quality Connex wins exclusive ANZ distribution rights for Vocalcom
“This exclusive arrangement is recognition of the significant strategic growth that has been achieved and the customer success delivered by us."
Liquid Voice signs first NZ distie agreement with Cogent
“This agreement goes beyond a simple distribution by bringing the expertise at Cogent to the growing number of resellers in New Zealand."
Enghouse Interactive provides valuable insights on local government customers
Given their great success with councils and local government customers, Enghouse Interactive provides invaluable insights on the industry.
IT issues the number one restricting factor for contact centres
Nearly half (44%) of industry professionals say a primary barrier to running an effective contact centre is ‘IT issues’.